Project Report Finalized 1

EVALUATE THE CLIENT SATISFACTION LEVEL THROUGH THE AFTER SALES SERVICES OF EDELWEISS

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A PROJECT DONE AT EDELWEISS CAPITAL.

REPORTED BY

LIJO EIPE JOHN

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIRMENTS

FOR THE AWARD OF PGDM

UNDER THE GUIDANCE OF DR. M. UDAYAKUMAR

DCSMAT BUSINESS SCHOOL

DC COUNTY, PULLIKKANAM, VAGAMON

IDUKKI, KERALA 685503


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ACKNOWLEDGEMENT

Any project would be incomplete without felicitating those Instrumental in its

successful completion. I honestly feel that the accolades for this project cannot just

belong to one individual because it has been the result of consolidated efforts of

many people whom I would like to express my concern and gratitude.

I am grateful to Edelweiss Capital for having given me this opportunity which has

helped me in gaining an in depth knowledge in financial markets and its workings. I

extent my sincere thanks to Mr. Manu George (Team Leader- Edelweiss Retail

Broking) for giving me this opportunity to take up this project.

Special thanks are also due to Mr. Rahul Gandhi (Branch Manager, Borivali –

Edelweiss Retail Broking) for giving his valuable inputs at every stage of project

completion. His constant encouragement and words of wisdom have been very

significant in the completion of this project.

I express my deepest gratitude to Dr. M.Udayakumar (Faculty of Finance – D C

school of Management and Technology) under whose guidance I have

successfully completed this project.

I am also very much grateful to Brig: Ashok Kumar (Director – D. C Business

School) for providing me with this unique opportunity. I would also like to thank all

those people whose names have not been mentioned here, but who were very

instrumental in the successful completion of this project.

Lijo Eipe John


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CERTIFICATE

This is to certify that the project entitled “SATISFACTION LEVEL OF CLIENTS

THROUGH THE AFTER SALE SERVICE OF EDELWEISS” is the bona fide record of

the work done by Lijo Eipe John, PGP09024, and VI trimester PGDM student of D C

Business School batch, submitted in partial fulfillment of the requirements for the

award of Post Graduate Diploma in Management.

Faculty Guide: Dr: M. Udayakumar Director: Brig: Ashok Kumar

Date:

Place:


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EXECUTIVE SUMMARY

Stock trading in India is gaining a new momentum as the economy is showing some

positive signs after the economic crisis. The equity markets in India have been

evolving and evolving rapidly. So this is the right time to have a look on the market

and to take a courageous decision. The Indian Stock Markets have been witness to a

gradual shift from the outcry system of trading to a seamless environment wherein

stocks are now being transferred from the seller to the buyer in the electronic mode.

This online avatar of the Indian Stock Market boom has naturally brought many

online stock brokerages into the fray. Important factor to fasten the process of the

share trading cult in India is the growth of online broking platforms to facilitate the

trading of stocks.

The stock market of India is opening new doors for the growth and economical

stability to the global corporate players. The financial institutions are very much

interested nowadays in the growing Indian market. If the experts are to believed, in

2011 the Indian share market is going to touch the psychological mark of 21000.

The affirmation pushes a positive thought where a seamless financial growth is on

the cards. BSE and NSE is now among the Asia's top most share markets that offer

lucrative options to the global investors in the terms of financial stability and

economical growth.

Though India has a huge untapped market but the players will not flourish unless

they change the way the customers are being served. Given the awareness level of

today customers every player has to treat with care and make the customer feel that

he is the king. More and more customers are coming under this umbrella and many

of the existing one are changing pavilion. Customer retention and satisfaction is now

more important as it was never before. Players keep coming with new schemes in

order to attract new customers and retain the existing one.

The project that I am involved with while working at “Edelweiss Broking Limited”

includes:

The study of customer satisfaction level of client through the after sales service

offered by EBL and also to gain knowledge the product and services offered by EBL.


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TABLE OF CONTENTS

CONTENTS PAGE #

INTRODUCTION 9

COMPANY PROFILE 12

PRODUCT AND SERVICES OF EDELWEISS CAPITAL 21

INTRODUCTION ON EDELWEISS BROKING LIMITED 25

SWOT ANALYSIS 28

NEED FOR STUDY 29

OBJECTIVES 30

RESEARCH METHODOLOGY 31

PRODUCT AND SERVICES OF EDELWEISS BROKING LIMITED 32

FINDINGS AND ANALYSIS 55

RECOMMENDATIONS AND SUGGESTIONS 74

LIMITATIONS OF THE STUDY 75

CONCLUSION 75

BIBLIOGRAPHY 76


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INTRODUCTION

Industry Overview:

Share broking firms are the business entities that deal with stock trading.

The Indian Share broking industry is one of the oldest trading industries that

have been around even before the establishment of the BSE in 1875.

In India, the two major broking indexes are:

BSE – The BSE Index, SENSEX, is India's first stock market index that

enjoys an iconic stature, and is tracked worldwide. It is an index of 30

stocks representing 12 major sectors.

NSE – S&P CNX Nifty is a well diversified 50 stock index accounting for

22 sectors of the economy.

SEBI is the regulator for the securities market in India

The brokerage firms primarily work

As an agents for buying and selling of securities.

Earn commission for each of the transactions.

The total trading volume stood at US$ 1239.1 billion in the year 2004, which

increased to US$ 1492.1 billion in 2005.Expected to reach US$ 6535.7 billion

by the year 2015.


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LIST OF MAJOR INDIAN BROKERAGE COMPANIES

KOTAK SECURITIES LIMITED

KARVY STOCK BROKING LIMITED

INDIA BULLS, IL&FS INVESTMART LIMITED

MOTILAL OSWAL SECURITIES, RELIANCE MONEY

INDIA INFOLINE

ANGEL BROKING LIMITED

ICICIDIRECT

SHAREKHAN

GEOJIT SECURITIES

HDFC

RELIANCE MONEY

RELIGARE


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WHY SHARE BROKING INDUSTRY IS TOO HOT…..?

Fall in brokerage fees The decrease in brokerage fees has brought a huge leap in the share broking industry.

Adoption of technology Technological advancement also paved a way to increase the interest towards the online trading. The specialty includes Screen-based trading, electronic matching, and paperless securities.

Centralized operations A trader is not required to visit stock exchange to buy or sell shares. Shares can be bought and sold with a few clicks away. Seller may not aware about the details’ reading the buyer and he do not want to get worried whether his share will get sold or not. Buyer will be placed automatically and the share will be sold to him.

The ability to provide margin finance. Most of the stock broking firms provide a line of credit to buy and shares, where your portfolio is the only security required for the loan. This is also a major factor which helped in increasing the interest for stock trading in the minds of general public.


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COMPANY PROFILE

EDELWEISS GROUP

One of India’s leading integrated financial services conglomerates.

Incorporated on 21st November 1995

Employs about 1200 employees

Operates through 65 offices in 21 cities in India.

Listed company since December 2007 under the symbols

NSE: EDELWEISS

BSE: 532922

Bloomberg: EDEL.IN.

A conglomerate of 46 entities including

39 Subsidiaries

6 Associate companies


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THE LOGO

Edelweiss, a rare flower found in Switzerland. A graphic flower that represents

ideas! Around it, the protective arms of the letter ‘E’: Edelweiss believes ideas

create wealth, but values protect it. It is the practice of this core thought that has led

to Edelweiss becoming one of the leading financial services company in India.

EDELWEISS FAMILY


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EDELWEISS GROWTH

Mar 1999

Rev Rs 15mn,

8 employees

Mar 2002

Broking divided into Private Client and Institutional

Mar 2004

Rev Rs 281 mn, 8 employees

Mar 2005

Rev Rs 727 mn , 250 employees

Oct 2005

Raised equity from Greater Pacific Capital

Mar 2006

Rev Rs 1,533 mn, 500 Employees

April 2006

Launched ECL Finance and Asset Management business

Dec 2006

Raised equity from GIC (Singapore) through Heliconia

Mar 2007

Rev Rs 3718 mn,

1100 Employees

Dec 2007

Raised Rs 6918 mn in IPO

Mar 2008

Rev Rs 10889 mn,

1600 Employees

Mar 2009

Rev Rs 9005 mn,

1300 Employees

Dec 2009

Rev 7154mn, 1200 Employees


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APPROACH

Client Focus

Edelweiss is driven by the emphasis we place on building long-term relationships

with our clients. We work closely with our clients to equip them with the ability to

address large, fast-growing market opportunities. Our emphasis on long-term

relationships also means that we have a significant ongoing involvement with

almost all of the clients that we work with.

Execution Orientation

We focus obsessively on delivering high quality execution through our experienced

team of professional. Each team is led by senior personnel and is highly research

and ideas driven. We place strong emphasis on confidentiality and integrity in a

sensitive business environment.

Culture

Edelweiss fosters a culture that is entrepreneurial and results-driven and that

emphasizes teamwork and intellectual rigor. Our team is encouraged to display

higher levels of initiative, drive, and hunger for learning and taking on additional

responsibility.

Professional Integrity

We place a strong emphasis on confidentiality, honesty and integrity in our business

dealings. We expect our people to maintain high ethical standards, both in their

professional and personal lives. We strive to be fair in all our dealings. We respect

our competitors.

Research Driven

All our businesses are built on a research and analytics foundation. Our

understanding of underlying market trends and strong analytical expertise has

resulted in a demonstrated ability to identify emerging trends and themes early. We

seek to provide the highest quality research and investment opinions to our clients.


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SENIOR MANAGEMENT TEAM

Rashesh Shah, Chairman & CEO

Venkat Ramaswamy, Executive Director

Deepak Mittal, Chief Financial Officer

Himanshu Kaji, Group COO & Head - Strategy

Naresh Kothari, President & Co-head Institutional Equities, Private Client Services

Rujan Panjwani, President & Co-head - Asset Management

Vikas Khemani, Executive Vice President & Co-Head - Institutional Equities

Rajeev Mehrotra, Executive Vice President & Head - Special Opportunities Invest

Ravi Bubna, Executive Vice President & Co-Head - ECL Finance


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BUSINESS PRINCIPLES

‘Ideas create, values protect’ is how we define what Edelweiss believes in. But

when we say ‘values protect’ what do we mean? Here’s a handy guide to the

values and principles we will live by and live up to.

We will be a Thinking Organization. We will constantly bring ‘thought’ to

everything we do. Our clients’ and our own success depends on our ability to use

greater ideation and more imagination in our approach.

We will be fair to our clients, our employees and all stake holders. We want our

clients and our employees to be ‘richer’ for their relationship with us.

We will take care of our People seriously. Our policies – in spirit and in letter –

will ensure transparency and equal opportunity for all. We will go beyond the

normal goals of attracting, recruiting, retaining and rewarding fine talent: We

will ensure that every individual in Edelweiss has an opportunity to achieve their

fullest potential.

We will operate as a Partnership, internally and externally. Though individuals

are very often brilliant, we believe teamwork and collaboration will always

ensure a better and more balanced organization. We will also treat our clients as

partners and show them the same respect and consideration that we would

toward our internal team members.


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We will focus on the Long Term. Though the world will change a lot in the

coming years and our assumptions for the future may not hold up, we will reflect

on the long-term implications of our actions. Even when making short-term

decisions we will be aware of the long-term implications.

We will focus on Growth for our clients, employees and shareholders.

Our Reputation and image is more important than any financial reward.

Reputation is hard to build and even harder to rebuild. Reputation will be

impacted by our ability to think for our clients, maintain confidentiality and by

our adherence to our value system.

We will Obey and Comply with the rules of the land. We will maintain the highest

standard of integrity and honesty. When we are unclear we will seek

clarifications.

We will respect Risk. Our business is going to be a constant challenge of

balancing risk and reward. Our ability to constantly keep one eye on risk will

guide us through this fine balance.

Our Financial Capital is a critical resource for growth. We will endeavor to grow,

protect, and use our financial capital wisely.


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CORPORATE SOCIAL RESPONSIBILITY

EdelGive Foundation is an initiative of Edelweiss Capital Limited, one of India’s

leading financial services firms. We provide strategic direction to the philanthropic

activities of Edelweiss, its employees, clients and associates. Our key priority is to

create educational and livelihood opportunities for under-privileged youth. We

achieve this by bringing an investment banking and venture capital approach to the

social sector. By using the human, financial and intellectual resources from our

parent company, Edelweiss, we seek to enrich and broaden the impact of

entrepreneurial activities of non-profits in India.

+++EdelGive Foundation was formally registered as a Section 25 company in

May 2008.


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PRODUCT AND SERVICES OF EDELWEISS CAPITAL

Investment Banking

Institutional Equities

Asset Management

Wealth Management

Private Client Services

Wholesale Financing


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Investment Banking

Investment banking business is dedicated to providing corporations, entrepreneurs and investors, the highest quality independent financial advice and transaction execution. Professionals in Edelweiss offer a full range of services and transaction expertise, including private placements of equity, capital raising services in public markets, mezzanine and convertible debt, mergers and acquisition and restructuring advisory services. Has a track record of successfully closing more than 100 transactions to date

Institutional Equities

Edelweiss Securities Ltd., a subsidiary of Edelweiss Capital Ltd., is the equities arm of the Edelweiss Group. The company is a corporate member of both The Bombay Stock Exchange and The National Stock Exchange of India Limited, providing equity broking and research services, as well as marketing of equity related products, including IPOs/FCCBs, to domestic and foreign institutional investors.

Assets Management

Edelweiss Asset Management offers a range of investment products and advisory services across the risk return spectrum to individual and institutional investors. EAM has a close focus on client requirements is the inspiration in designing products which offer the best opportunity for asset growth with a constant focus on risk and preservation of capital. The products are designed to provide our clients with superior performance through market cycles by virtue of our deep understanding of the equities markets and our analytical approach to risks and return.


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Wealth Management

It is a specialized profession where our experts combine their efforts to meet the wealth planning, investment, and financial management needs of individuals, families, family offices, or corporate. Edelweiss Wealth Management takes one step closer to you, by providing an "all-in-one approach”. Advice on asset allocation and thereby creating customized financial solutions for HNWIs, NRIs, Trusts and Corporates. EWM offer’s advisory services on Structured Products, Portfolio Management, Mutual Funds, Insurance, Derivative Strategies, Direct Equity, IPOs, Real Estate Funds and Art Funds.

Private Client Brokerage

The Private Client Services Group at Edelweiss is focused on providing products, strategies and services to High Net worth Individuals and Corporate Clients. We have geographic reach through our Branches, Channel Partners & Investment Consultants in over 19 locations in India. The PCG team has highly trained equity professionals, who act as your Equity Advisor. ESL Equity Advisor proactively helps to take informed investment decisions and build a healthy portfolio. Edelweiss PCG team draw on the strong presence and industry leadership to develop a portfolio of offerings designed to serve the spectrum of financial needs.

Wholesale Financing

Edelweiss Financing understands the needs and helps to meet liquidity requirements. It offer’s various products and services to individuals and Corporates with a close focus on client requirements while designing our products.

Over a period of time it has been offering short term loans against securities and/or to buy new securities. It also provides finance for investment in primary market issues. It helps promoters by financing against their share holding to meet their business requirements, expansion of businesses and for diversification of the lines of business. Edelweiss possess expertise in financing short and long term loan facility, risk analysis, transfer and assessment besides a broad spectrum of services.


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FINANCIAL GROWTH

0

500

1,000

1,500

2,000

2,500

3,000

Net Profit


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EDELWEISS BROKING LIMITED

Introduction

Edelweiss is one of India’s leading retail brokerage houses and distributors of

financial products and services. Edelweiss Client Advisory Services or Edelweiss

Broking Limited, team is driven not just by the quality of the ideas, but also with

professional ethics and integrity. Takes pride in philosophy of offering advice which

is in the best interest of the clients. Emphasis on building long term relationship

ensures that, work closely with clients empowering them to gain from market

opportunities through online portal www.edelweiss.in

EBL commenced its operations in May 2009.

Have more than 40000 customers, in more than18 Locations across India.

SOME FACTS AND FIGURES ON EBL

Unique Visitors 7 Lakhs

Site Visits 25 Lakhs

Views 1 Crore

Hours spend on site 5 Hours

Average minute spend on site 7 Minutes

Sub-Broker Network 80

Volume of online trading daily 150 Crore

Client trading daily 1500

http://www.edelweiss.in/


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Satya Murthy (Activation team

head)

Riyaz Ladiwala (Products and

Operation)

Rahul Jain

(Sales head)

Krishna Kachelas

(Dealing head)

Kedar Deshpandey

(Retail Head)

MAIN OBJECTIVE

Is to provide clients with all the tools and services they need to reduce the

administrative burdens of managing money.

Maximizing trading performance, building business, and attracting new

sources of capital.

DEPARTMENTAL HEADS


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EDELWEISS RETAIL PRESENCE IN INDIA

SWOT ANALYSIS

Banglore Indore Nasik

Chennai Jaipur Pune

Dadar Kolkatta Lucknow

Delhi Ludhiana Chandigrah

Hyderabad Malad Vileparle

Noida Gurgaon Borivali

Vashi Thane Andheri

• Excellent Service

• Distribution network

• Marketing

• Ample number of Products

•Customer Satisfaction

• Branding

• Competition from Banks

• Increasing size of market

• Improving technology

• Unfulfilled needs of customers.

• Increase in the number of Internet users.

• New competitors

• Technology based business

SWOT


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NEED FOR STUDY

The need for the study aroused as a result of companies failing to retain their customers after giving them the DEMAT and Trading accounts. Most of the companies are coming with a plan which suits the customer but they fail to offer the service which has been promised while opening an account. There is a huge market to be explored in India, so every business will be depended on the after sales services offered and how the company is taking proper steps to retain their clients. This is the most sensitive industry, so a proper care is needed “as it’s all about money honey…!” Every customer may say that they are aggressive about the risk still in the back of his mind he is not that much aggressive risk taker. He will be looking after each and every penny he has put into the market. Customers usually look after the following:

Buy and sell calls made by the broker

Tips and information from the broker

So if the calls go wrong, the customer is losing a huge chunk of money. So the broker

will be so cautions about the calls made. The calls are made through the thorough

analysis based on the fundamental as well as the technical analysis.


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OBJECTIVES

TO STUDY THE PRODUCT AND SERVICES OF EDELWEISS

TO EVALUATE THE CUSTOMER SATISFACTION

LEVEL TO EVALUATE THE AFTER SALES SERVICES OF

EDELWEISS


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RESEARCH METHODOLOGY

RESEARCH DESIGN The research design consists of exploratory research. Information was collected through primary and secondary sources. Questionnaire was filled up by clients through phone. Some of the questionnaire was filled by the clients who visited the branch.

Sample size: 60 customers which included both subscription plan and standard plan.

Sampling technique: Convenient Method


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PRODUCTS AND SERVICES OF EBL

DEMAT ACCOUNT’S

ONLINE TRADING PORTAL

OFFLINE TRADING


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DEMAT ACCOUNTS

DEMAT account stands for Dematerialized account. It is an online account which is used to store stocks and mutual funds in electronic format. Demat account allows too buy, sell and transact shares without the endless paperwork and delays. It is also safe, secure and convenient. It is just like a bank account where actual money is replaced by shares. The person has to approach the DP’s (Depository Participants) to open a Demat account. The shares bought and sold are adjusted in the Demat account. Just like the bank passbook or statement, the DP will provide with periodic statements of holdings and transactions. The demat account reduces brokerage charges, enables quick ownership of securities on settlement resulting in increased liquidity, avoids confusion in the ownership title. Eliminates risks associated with forgery, counterfeiting and loss due to fire, theft or mutilation.


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STANDARD DOCUMENT REQUIRE FOR OPENING A DEMAT ACCOUNT

PAN Card( mandatory)

Three photographs

Proof of residence (Address proof)

o Driving license

o Voter's ID

o Passport

o Photo credit card

o Photo ration card

o Utility Bill (Telephone, Electricity etc)

o Bank Statement

Proof of identity

o Driving license

o Voter's ID

o Passport

o Photo ration card


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PLANS OFFERED BY EDELWEISS

STANDARD PLAN

SUBSCRIPTION PLAN

STANDARD PLAN

o Account opening Fees: 750/-

o Brokerage Details:

Delivery Intraday Futures Options

0.50% 0.05% 0.05% 2.50% or Rs. 100 per lot

o Annual Maintenance Charges : Rs 500


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SUBSCRIPTION PLAN

Plan Subscription Fees Equivalent Delivery Turnover Limit

Validity Period

BR on crossing Equivalent Delivery Turnover Limit

Delivery Futures and Intraday Cash

S01 Rs 1250 Rs 2,00,000 6 Months 0.45% 0.045%

S02 Rs2450 Rs 7,50,000 12 Months 0.40% 0.040%

S03 Rs 4950 Rs 18,00,000 12 Months 0.30% 0.030%

S04 Rs 9950 Rs 45,00,000 12 Months 0.25% 0.025%

S05 Rs 15000 Rs 90,00,000 12 Months 0.18% 0.018%

S06 Rs 50000 Rs 4,50,00,000 12 Months 0.13% 0.01%

S07 Rs 1,10,000 Rs 12,50,00,000 12 Months 0.10% 0.01%

S08 Rs 1,11,111 Rs 20,00,00,000 3 Months 0.10% 0.01%

o Brokerage Details:

Delivery Intraday Futures Options

1 paisa per share 1 paisa per 10 share 1 paisa per 10 share 1/- Re per Lot

o Annual Maintenance Charges : Nil


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VALUE ADDED SERVICES FOR THE SUBSCRIPTION PLAN

• Free subscription to Xpress – Web-based Trader Terminal Screen

• Quarterly meeting with analyst

• Invitation to participate in select EW conferences and seminars

• Fundamental research reports from Edelweiss' coverage of client's choice and the

updates on those stocks

• Client profiling and investment need analysis

• Special analytical reports as published by Edelweiss from time to time, which suit

the client's profile and requirement

• Weekly call on products that suit client profile


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ONLINE TRADING PORTAL


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WHY EDELWEISS. IN? o Comprehensive analysis of investment objectives.

o Tools for planning and evaluating investments.

o Stocks, derivatives, IPO, MF.....All in one platform.

o Customized investment strategies.

o View all assets under one detailed portfolio.

o Financial research on fingertips.

KEY FEATURES OF EDELWEISS. IN o Integrated Online and Offline Trading

o Simple, Clean Buy/Sell Pages

o Single Click Execution

o Xpress

o Instant Fund transfer


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THE TRADING PORTAL OF EDELWEISS:

The opening page of an online trading portal, which gives a glance of contents

in the trading portal. This includes Trade, My Edelweiss, Markets, Research, Strategies and Online Registration. So this helps the client to enter the site without any hassle and as there is no advertisement pop ups in this site, it makes the site even more attractive.


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LOGIN PAGE

o The client will be provided with the login id and password at the time of signing the demat and online trading form, but will only be able to trade after getting the accounts activated. It takes 5 days to get the account activated. Two round of verification has been done on a single form by the verification team of Edelweiss. In every 14 days the client has to reset the password as the security reason.


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TRADE PAGE


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The trading Page includes:

COMPANY NAME:

Enter any company name to buy or sell. Information on the company is also

provided on the page.

ORDER TYPE:

An order is of two type, market order and limit order.

MARKET ORDER:

When the transaction happens at current Market Price, i.e. buy or sell at market

price.

LIMIT ORDER:

It is a price the client specify, at which the order should get executed. If the price

that client specified in limit price is reached then the order is executed. The limit

price may be close to market price.

PRODUCT TYPE:

Product is of 2 types:

Intraday

Delivery.


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INTRADAY:

In Intraday only Margin money, which is a small percentage of the total trade

amount for each stock, is blocked for the trade giving you a leverage of many times.

Intraday trade is only an in business hour that means client can't carry the stocks

that he buy/sell and have to square off at the end of same day.

DELIVERY:

Client can hold delivery of the stock for any number of days and buy/sell anytime. In

delivery client can't sell a stock which he/she don't hold. The entire trade amount

gets blocked as opposed to only margin money in intraday type.

DISCLOSED QUANTITY:

This is quantity out of client total quantity that he/she want to disclose to others

traders in the game.

LIMIT PRICE:

When client select a Limit Order, client can specify the price at which client want the

trade/ transaction to get executed.

STOP LOSS TRIGGER PRICE:

In case of a Limit order, that is, client may specify a price at which the order gets

executed. Stop loss trigger price is a limit at which client want to stop their loss and

order to get reversed.


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The major advantage for the client is that, if the customer who is having the

account with any of the banks like Axis Bank, HDFC Bank, ICICI Bank, Kotak Mahindra Bank or Yes Bank the pay in and pay out process becomes easy. The Edelweiss is having a direct tie up with these banks, so the transaction processes become hassle free. If he client is not having the account with any of the bank mentioned, the client has to give the margin cheque, through the agents and will be credited to the clients trading account in next two days. Edelweiss is also providing a Yes Bank (Zero balance) saving account with the trading account.


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PAY IN/PAY OUT

Pay in and pay out helps the clients to make the transaction easy. The client can

transfer or withdraw the money from his/her trading account with a single click. There is no transaction charges been taken from the clients having account with associated banks.


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MARKET WATCH

Market watch window which helps the client to have a regular watch on his

preferred scrip’s. The advantage of this window is that, you can execute the action whenever you needed. Client doesn’t have to go to any other tab to buy/sell the shares. Can be executed through this tab itself.


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Xpress

• Live trading terminal at your desktop.

• Can create a watch list as per client’s choice of stocks and place a quick

order from screen itself.

• Basket Order option is also available in the same, which help the client to

buy shares in a lot.

• Alerts on the stocks and indices shows as the pop up while trading.


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EDELWEISS IN YOUR MOBILE…!

o The Edelweiss Mobile website offers :

o Instant market updates

o All company stock quotes

o Smart financial snapshots

o Trading strategies

o Portfolio tracker

o Equity watch list

o Global Indices update.

o Place orders to buy and sell


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USP OF EDELWEISS. IN

BASKET ORDERS

Edelweiss Smart Investment Baskets are based on quantitative analytical models back tested on stocks over a period of 8 years. Quantitative models have been conventionally used by financial institutions for recommendations to institutional investors & for the first time these baskets are being offered to retail investors by Edelweiss. It is useful for players who want to place multiple orders at one go.

Selected the best stocks based on the parameters with defined investment horizon and the results have been found to be statistically significant. All the portfolios have 10 stocks each. The stocks in the portfolio have equal weights. Entire portfolio of 10 stocks need to be bought as the back testing results are valid for the entire portfolio. The portfolio will be released after every earning season i.e. at the beginning of Aug, Nov, Feb and May. The portfolios can be purchased within 5 trading days of the release. For tracking and reporting purpose the entry price is considered to be the LTP of the day prior to release.


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RESEARCH

Gets research reports on companies, markets and economy that is relevant to

current portfolio and investment profile. The research is done over 125

companies across 16 sectors.

Client will be getting 7 research reports daily tracking Indian Corporates and

markets.


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STRATEGIES

Strategies based on investor risk profile, duration, preference

Weekly, daily fundamental and technical calls

Pick of the week stocks for short term investment

Single click execution of the strategies

Unique Offerings:

Quant based strategies – only trading site to do so

Edelweiss style analysis based on value, growth and momentum

factors


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OFFLINE TRADING

o Offline trading has lost some popularity but it is still remains as the back bone of the

Indian Share market.

o One of the major advantages of offline trading is that the occurrences of the

mistakes are less compared to online trading.

o The customer will be getting experienced hands to handle the trading, so this will

help to boost the confidence level of trader to invest in the stocks without any

dilemma.


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HOW EDELWEISS IS DIFFERENT?

After opening an account Edelweiss, the customer will be provided with

DEALER

RELATIONSHIP MANAGER

DEALER

Duties of the dealer:

o Places order as per the request from the clients.

o Takes selling order from the clients

o Gives tips and information about the scrip’s and stock markets.

o Daily or weekly calls will be made to the clients

o Have to keep constant contact with the clients.

RELATIONSHIP MANAGER

RM acts as a supporting hand for the dealer. If he dealer is not able to handle any

situations, he will seek the help of the RM to resolve it. If there is any complaints

from the clients end regarding the services or any other, the RM will be responsible

for handling the issues. The RM will be in a constant contact with the clients.


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FINDINGS AND ANALYSIS

I. How you came to know about the Edelweiss?

Edelweiss is getting its clients through its agents itself as it has the strong agent base. They mostly get the reference from the existing clients as the agents keep the good relations with their clients.


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II. How do you normally interact with Edelweiss?

Most of the Edelweiss client interacts through phone with the Dealers or RM as

the conversation is recorded. The client feels more secure while placing an order.


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III. Which one you trade frequently?

The majority of the clients deal with delivery as they feel that this is

more risk free.


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IV. How long have you been having a demat A\C with Edelweiss?

Most of the clients are having only less than 3 months experience with

Edelweiss.


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V. Problems faced while opening an A/c with Edelweiss?

Most of the customers are satisfied with the A/c opening process of

Edelweiss.


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VI. How often do you contact with Edelweiss?

Most of the client haven’t contacted with the Edelweiss after opening A/c.


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VII. How will you rate the Demat services provided by Edelweiss as?

Clients are having a good response towards the demat services of Edelweiss.


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VIII. Do you have Demat account with any other firm?

Out of 60 samples only 2 clients are having an account with some other broking firms.


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IX. How will you rate the online trading portal provided by Edelweiss?

Response from the client about the online trading portal was good.


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X. Do you feel any complexity in using the online trading portal of Edelweiss?

Most of the clients are not having any hassle with the portal as the website is

clear. The site is free from advertising pop ups.


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XI. If you haven’t traded, are you getting any calls from the Edelweiss to Trade?

In between all the goodness about the services, the Edelweiss is lacking to

take initiative to make the client trade after taking a trading account.


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XII. How will you compare the services provided by Edelweiss with other competitors?

Most of the clients are satisfied with the services provided by the Edelweiss


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XIII. Buy/Sell calls provided by the Edelweiss compared to competitors?

The calls made by the Edelweiss are helping the clients to earn the returns on

their investment. The clients are having a good response regarding the call made.


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XIV. How do you make your investment decisions?

Most of the investment decisions made by the investors are based on the tips

and information from the brokers.


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XV. Are the Researches and Strategies provided by the Edelweiss helpful to you for taking the buying/ selling decisions?

Most of them are satisfied with the researches and strategies provided by

Edelweiss which helps them earning good return.


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XVI. Was there any offers provided to you by edelweiss after opening an A/C?

Edelweiss is not providing any offers to clients after opening the account.

From the response of the client, came to know that there should be some offers to be given.


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XVII. How you rate the after sales services provided by the Edelweiss?

Clients are happy with the after sales services provided by the Edelweiss.


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XVIII. How you rate the services of relationship manager provided to you by Edelweiss?

The client has given an excellent feedback about the RM services.


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XIX. Any suggestion from your end to improve our services?

Most of the clients are satisfied with the services of Edelweiss. From the

response we can come into a conclusion that Edelweiss is having a good show.


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From 60 respondents 23% clients hasn’t been traded yet. Edelweiss is lacking in

making the account holders to trade.


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RECOMMENDATIONS AND SUGGESTIONS No initiative has been taken by Edelweiss to encourage the client who hasn’t

traded for too long. There should be a timely call from the Edelweiss end to

encourage the clients to trade.

There should be some offers or discounts to be given to the existing clients which

will encourage them to trade in huge volumes.

The turn over limit shouldn’t be there for futures. There should be a different

plan mainly concentrating on futures and options other than the subscription

plan.

Regular training should be given to the agents to get updated with the recent

market scenario.

Personality development activities should be provided to the agents, so that they

will find more confidence in meeting clients.

Edelweiss has to give more attention on building the “brand” among the

investors.

There shouldn’t be any delay in collecting the margin cheque from the clients.


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LIMITATION OF THE STUDY

Time was the main constrain in my project.

Non availability of data.

Language Barrier.


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CONCLUSION

When we check the overall performance of the EBL, we can identify that the services

provided by the Edelweiss is of more value than its competitors. Edelweiss is setting

a standard by providing good plans to its clients. Only lacking area is the after sales

service, I am sure that Edelweiss will have a close look on the same and will resolve

all the issues.


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BIBLOGRAPHY

http://business.mapsofindia.com/india-company/top-10-brokerage-firms.html

http://www.researchandmarkets.com/reports/354853/indian_retail_brokerage_m

arket_an_analysis.htm

http://www.dnb.co.in/equitybroking/industry%20insights.asp

http://www.mydigitalfc.com/stock-market/edelweiss-launch-retail-broking-

business-096

http://www.edelcap.com/ClientAdvisoryServices/default.aspx?Reportid=16A0F56

7-8AE1-4075-A3DF-B39BD08D92C7

http://www.edelcap.com/

http://www.articlesbase.com/article-tags/stock-trading-in-india

http://www.sharebrokers.info/list_of_share_brokers_in_india.html

http://www.articlesbase.com/investing-articles/online-stock-trading-in-india-

revolutionizes-the-stock-market-1482098.html

http://www.articlesbase.com/investing-articles/share-and-stock-trading-in-india-

835391.html

http://www.articlesbase.com/investing-articles/the-emergence-of-the-stock-

markets-in-india-328446.html

http://www.articlesbase.com/investing-articles/stock-trading-tips-its-time-to-

getting-richer-1473366.html

http://www.articlesbase.com/currency-trading-articles/online-stock-trades-

advantages-and-alternatives-2312429.html

http://www.edelweiss.in/

http://www.articlesbase.com/article-tags/stock-trading-in-india

http://www.sharebrokers.info/list_of_share_brokers_in_india.html

http://www.articlesbase.com/investing-articles/online-stock-trading-in-india-revolutionizes-the-stock-market-1482098.html

http://www.articlesbase.com/investing-articles/online-stock-trading-in-india-revolutionizes-the-stock-market-1482098.html

http://www.articlesbase.com/investing-articles/share-and-stock-trading-in-india-835391.html

http://www.articlesbase.com/investing-articles/share-and-stock-trading-in-india-835391.html

http://www.articlesbase.com/investing-articles/the-emergence-of-the-stock-markets-in-india-328446.html

http://www.articlesbase.com/investing-articles/the-emergence-of-the-stock-markets-in-india-328446.html

http://www.articlesbase.com/investing-articles/stock-trading-tips-its-time-to-getting-richer-1473366.html

http://www.articlesbase.com/investing-articles/stock-trading-tips-its-time-to-getting-richer-1473366.html

http://www.articlesbase.com/currency-trading-articles/online-stock-trades-advantages-and-alternatives-2312429.html

http://www.articlesbase.com/currency-trading-articles/online-stock-trades-advantages-and-alternatives-2312429.html


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QUESTIONNAIRE

1. How you came to know about the Edelweiss?

a. News paper b. Agents c. Internet d. Magazines

2. How do you normally interact with Edelweiss?

a. Personally b. Telephone c. Fax d. Internet

3. Which one you trade frequently?

a. Delivery b. Intra-day c. Futures d. Options

4. How long have you been having a demat A\C with Edelweiss?

a. 12 months b. 9 months c. 6 months d. Less than 3 months

5. Problems faced while opening an A/c with Edelweiss?

a. Time consuming b. More paper work c. Verification d. None of these


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6. How often do you contact with Edelweiss?

a. Daily b. Weekly c. Monthly d. Haven’t contacted yet

7. How will you rate the Demat services provided by Edelweiss as

a. Excellent b. Good c. Fair d. Poor

8. Do you have Demat account with any other firm?

a. India Info line b. None

9. How will you rate the online trading portal provided by Edelweiss?


10. Do you feel any complexity in using the online trading portal of Edelweiss?

a. Yes b. No c. Haven’t used yet

11. If you haven’t traded, are you getting any calls from the Edelweiss to Trade?

a. Yes b. No c. Haven’t traded yet


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12. How will you compare the services provided by Edelweiss with other competitors?

a. Excellent b. Good c. Fair d. Poor e. Haven’t used yet

13. Buy/Sell calls provided by the Edelweiss compared to competitors?

a. Excellent b. Good c. Fair d. Poor e. Haven’t used yet

14. How do you make your investment decisions?

a. Fundamental Research b. Charts / Technical Research c. Tips & Information from Brokers d. Tips & Information from Internet/ Web Sites/ Magazines/

Friends/Colleagues e. Not uses any tips f. All

15. Are the Researches and Strategies provided by the Edelweiss helpful to you for taking the buying/ selling decisions?



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16. Is there any offers provided to you by edelweiss after opening an A/C


17. How you rate the after sales services provided by the Edelweiss?


18. How you rate the services of relationship manager provided to you by Edelweiss?

a. Excellent b. Good c. Fair d. Poor e. Haven’t used the service

19. Any suggestion from your end to improve our services?

a. Buy/Sell Call b. Online Trading portal c. Quick opening of A/c d. Brokerage e. Relationship Managers f. No suggestions


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Documents

Project Report Finalized 1