yashwanth kumar project 4th sem.docx

CHRISTACADEMY INSTITUTEFORADVANCED STUDIES 1
CHAPTER 1
1 INTRODUCTION
Sales promotion is a powerful marketing tool. Marketing promotion helps
marketers communicate information to potential customers about the products
existence value and benefits that can be accrued from it. It comprises one of the four
elements of the marketing mix. Designing and effective marketing communication mix
helps marketers to attract persuade, urge, and remind customers of the company’s
brands. Sales promotion is a form of attracting the consumers by offering them various
benefits in the form of incentives or by adding value to the products. Sales promotion
are generally aimed at resellers and final customers. The various kinds of sales
promotional tools include coupons, discounts, rebates, samples, etc. most often
organisation spends more money on sales promotions than on advertising. Business
promotion is a communicating with the public in an attempt to influence them toward
buying your products and services. The main techniques to promote the business,
product or services in person through a website or social media platform, electrically
through email or text messaging.
This project “A STUDY ON PROMOTIONAL TECHINQUES AND
STRATEGIES” is taken up in an oil company named total oil India Pvt ltd.
This project is mainly looks into promotional techniques and strategies of total oil
company to make sure whether the promotional techniques are reaching to the
customers or not, or any changes is happening the sale of products or services. This
project looks into study on promotional techniques and strategies in the organisation.

1.1 INDUSTRY PROFILE
GAS AND OIL INDUSTRY
Historical Background
The use of oil and gas has a long and fascinating history spanning thousands of
years. The development of oil and gas has evolved over time and its numerous uses
have also expanded and become an integral part of today's global economy. The use of
oil eventually replaced coal as the world's primary source of industrial power in the
early twentieth century. Just as oil and gas drives today's world economy, the control
and availability of oil and gas played a major role in both World Wars and still remains
the critical fuel source that powers industry and transportation. This section provides
an overview of the history of the oil and gas industry, looking at the use ofoil and gas
in ancient times, as well as the early days of the modern oil and gas industry. Oil and
gas have played an important role throughout world history. Ancient cultures used crude
oil as a substance for binding materials and as a sealant for waterproofing various
surfaces. Five thousand years ago, the Sumerians used asphalt to inlay mosaics in
walls and floors. Mesopotamians used bitumen to line watercanals, seal joints in
wooden boats and to build roads. By 1500 B.C., techniques for lighting consisted of a
censer or fire pan filled with oil made of a certain volatility so that it would burn slowly
and not cause uncontrollable flames or explosions. Over time, the wick oil lamp
replaced the fire pan using a flammable oil similar to today's kerosene lanterns. The
Chinese were the first to discover underground oil deposits in salt wells. The Chinese
recognized early on the importance and potential use of oiland gas. Around 500 B.C.,
ancient Chinese history describes wells over 100 feet deep containing water and natural
gas along the Tibetan border. The Chinese constructed extensive bamboo pipelines
drawing from the wells in order to transport oil and natural gas, which was used for
lighting. By 1500 A.D., the Chinese were exploring and digging wells more than 2,000
feet deep
The Romans used flaming containers of oil as weapons of war. The Romans also used
oil surface deposits for burning lamps. The importance and significance in the use of
oil and gas can clearly be seen dating back over thousands of years.

During the mid-13th century in what is now modern-day Azerbaijan, in the Persian city
of Baku, inhabitants devised methods and collected from oil seeps in the surface. By
the mid 1590's, shallow pits were dug at Baku to facilitate the collecting of oil. The
hand-dug holes reached depths of up to 115 feet. The holes dug at Baku were in essence
primitive oil wells, making Baku one of the first true oil fields.
In 1650, Romania was the site of Europe's first commercial oil reservoir. This site was
a major source of oil for Europe. More than 200 years later, Ploesti, Romania became
the site of the world's first oil refinery.
THE MODERN OIL AND GAS INDUSTRY
The modern oil and gas industry was born in the late 19th century. In the early 1800's,
merchants built damns that allowed oil to float to the waters' surface in an area within
Western Pennsylvania called Oil Creek. A technique using blankets was employed placing
blankets in the water, letting themsoak with oil, and the oil was then retrieved by wringing
out the blankets. The oil was sold for two dollars per gallon. The invention of the kerosene
lampinthe mid1850's ledtothe establishmentof the firstU.S. oil company,the Pennsylvania
Rock Oil Company. However, the first major oil company was the Standard Oil Company
foundedbyJohnD.Rockefellerin1870. Standard Oil builtitsfirstoil refineryin Pennsylvania,
thenlaterexpandeditsextensiveoperationsnationwide.Afteradecade offierce competition,
Standard Oil became the industry's most dominant company controlling 80 percent of the
distribution of all principal oil products, in particular kerosene.
In 1909 as a result of antitrust laws, federal courts ordered the breakup of the Standard
Oil Company dividing it up into 34 separate companies. Standard Oil dominated the
first two decades of the oil and gas industry, and the U.S. accounted for more than
half of the world's production until around 1950. As the industry became more global
in nature, other world markets in Europe, Russia and Asia, began to play a much greater
role. New industry giants emerged such as, Shell, Royal Dutch, and Anglo- Persian
which later became British Petroleum.
FOUNDING OF THE WORLD’S MAJOR OIL COMPAMNIES
 Standard Oil Company - founded in 1870
 Gulf Oil - founded 1890

 Texaco - founded 1901
 Royal Dutch Shell - founded 1907
 Anglo-Persian Oil Company - founded 1909
 Turkish Petroleum Company - founded 1910
As the oil industry unfolded over several decades, Standard Oil of New Jersey later
became Esso, then Exxon, Standard Oil of New York became Mobil, and Standard
Oil of California is now Chevron. Along with Royal Dutch Shell, Texaco, Gulf, and
British Petroleum (BP), these oil giants became known as the "seven sisters."
At the beginning of the 20th century, oil production was dominated by three regions:
the U.S., Russia and the Dutch East Indies. However, during the first decade of the 20th
century, major efforts were underway to explore and develop oil production inthe
Middle East region. Oil exploration began in Persia (what is currently Iran)followed by
Turkey. In the late 1930's, the Burgan oilfield was discovered in Kuwait. A decade later,
the Ghawar oilfield was then discovered in Saudi Arabia. Ghawar still remains the
largest oil field ever discovered. After World War II, joint American and Saudi
commercial oil enterprises were formed creating conglomerates, such as Casco
(California Arabian Standard Oil Company), Caltex (California Texas Oil Company).
Eventually, Esso (Exxon) and Mobil joined the Standard Oil Company of California
to form Aramco (Arabian American Oil Company).
OIL AND GAS INDUSTRY IN INDIA
The oil and gas sector is among the eight core industries in India and plays a major role
in influencing decision making for all the other important sections of the
economy.India’s economic growth is closely related to energy demand; therefore the
need for oil and gas is projected to grow more, thereby making the sector quite
conducive for investment. The Government of India has adopted several policies to
fulfil the increasing demand.The government has allowed 100 per cent ForeignDirect
Investment (FDI) in many segments of the sector, including natural gas, petroleum
products, and refineries, among others. Today, it attracts both domestic and foreign
investment, as attested by the presence of Reliance Industries Ltd (RIL) and Cairn India.

1.2 THEORETICAL BACKGROUND OF THE STUDY:
The marketing promotional techniques and strategies is the type of marketing
communication used to inform or persuade target places and target customers of the
relative products, services, brand or issue. The aim of promotion is the increase the
awareness, create interest, create brand loyalty or generate sales. It is the one of the
elements of the marketing mix which includes the four Ps , i.e. product, place, price and
promotion. The promotion is the one of the elements in the promotional mix or
promotional plan. These are personal selling, advertising, sales promotion, direct
marketing publicity and may also include event marketing, exhibitions and trade shows.
A promotional plan specifies how much attention to pay to each of the elements in the
promotional mix, and what proportion of the budget should be allocated to each
element.Promotion covers the methods of communication that a marketer uses to
provide information about its product. Information can be both verbal and visual
MEANING Promotion is the part of marketing where you advertise and market your
product, also known as a promotional strategy. Through it, you let potential customers
know what you are selling. In order to convince them to buy your product, you need
to explain what it is, how to use it, and why they should buy. The trick in promoting is
letting consumers feel that their needs can be satisfied by what you are selling.
DEFINITION Promotions refer to the entire set of activities, which communicate the
product, brand or service to the user. The idea is to make people aware, attract and
induce to buy the product, in preference over others. Promotion for any product or
services is essential for any company. It is because only through promotion people
would come to know about the product. Only after knowing about the product key
consider purchasing.
OBJECTIVES OF PROMOTION
 Provide information
 Increase demand
 Differentiate the product
 Accentuate the products value

 Stabilize sales
 Provide information:
Inform the market about the availability of a particular product or services. Especially
for unfamiliar products. Making in market gimmicks to stir up renewed interest.
Increase demand:
Most promotions are aimed at increasing selective demand, the desire for a specific
brand. Some promotions are aimed at increasing primary demand, the desire for a
general product category. Long term brand demand increase are tempered by
stockpiling.
Differentiate the product:
Promotions are often used to give a product an image that is different than competitors.
Demand for many products. The product differentiation is the process of distinguish the
product and services from others to make it more attractive tom a particular target
market.
Accenture the product value:
Greater value helps to justify a higher price in the market place. Marketers advise
staying away from the word; quality, value, services, caring and integrity.
Stabilize sales:
For the typical firm, sales fluctuations may result from cyclical, seasonal, or irregular
demand. Stabilizing these variations is often an objective of promotional strategy.
PROMOTIONAL MIX
Blend of personal selling and non-personal selling designed to achieve promotional
objectives.

Personal selling: interpersonal promotion process involving a seller’s person to person
presentation to prospective buyer.
Non personal selling: It includes advertising, product placement, sales promotion,
direct marketing, public relations, publicity and guerrilla marketing.
 Adverting: Messages paid for by a sponsor, delivered through media
.
 Sales promotion: covers a lot of activities: direct payments to retailers for
shelf space, free samples, coupons, trade allowances
 Public relation: includes building good relations with the public by
obtaining good publicity, building up positive corporate image, and
responding to bad publicity/info.
 Personal selling: oral presentations to potential buyers for the purpose of
selling. More important for food processors and manufacturersEx:
convincing a retailer to carry a product; convincing a soda manufacturer
to use Stevia.
PUSH AND PULL STRATEGIES:
Push strategies producers use sale promotion to push products through the
food distribution channel. The push strategies use trade oriented promotion,
make the negotiation with retailers to stock your product.
Pull strategies aim to introduce consumers to purchase and request more. In
pull strategies consumers pull products toward themselves. The pull strategies
include the advertising, mass media promotion, sale promotion, discounts,
word of mouth referrals and customer relationship management.
TYPES OF PROMOTION:
 ADVERTISING

Advertising means to advertise a product, service or a company with
the help of television, radio or social media. It helps in spreading
awareness about the company, product or service. Advertising is
communicated through various mass media, including traditional media
such as newspapers, magazines, television, radio, outdoor advertising or
direct mail; and new media such as search results, blogs, social media,
websites or text messages.
 SALE PROMOTION:
Sales promotion uses both media and non-media marketing
communications for a pre-determined, limited time to increase consumer
demand, stimulate market demand or improve product availability.
 PERSONAL SELLING:
The sale of a product depends on the selling of a product. Personal
Selling is a method where companies send their agents to the consumer
to sell the products personally. Here, the feedback is immediate and they
also build a trust with the customer which is very important.
 DIRECT MARKETING:
Direct marketing is a form of advertising where organizations
communicate directly to customers through a variety of media including
cell phone text messaging, email, websites, online adverts, database
marketing, fliers, catalog distribution, promotional letters and targeted
television, newspaper and magazine advertisements as well as outdoor
advertising. Among practitioners, it is also known as adirect response.
 PUBLIC RELATION:
Public relation or PR is the practice of managing the spreadof
information between an individual or an organization (such as a business,
government agency, or a non-profit organization) and the public. A
successful PR campaign can be really beneficial to the brand of the
organization.

1.3 IMPORATANCE OF THE STUDY:
This study helps to make sure that the promotional activities effectively
going on the total oil India PVT ltd. Effective promotional activities increase
the sales of the company and further result in the profit of the company. This
promotional activities is very important and effective function of every
organisation. Thus the study of promotional activities in total oil in thecurrent
situation is very important.
1.4 NEED FOR THE STUDY
This study is undertaken to learn effective techniques and
strategies of promotion in Gas industry (Bangalore).The promotion works
based on the customers recognition about the new project of the total oil
India Pvt ltd (EASY GAS). The promotion is that part of marketing that
involves the communication and introduction of the product to targeted
customers. The promotion is the key techniques ofthe marketing system,
because it is what usually makes the customer aware of the product and
recognize the brand, after which products issold and ultimately sales is
made. Advertising, public relation and personal selling are three of the
other methods of promotion. Therefore this study helps in understanding
different promotion methods and its effectiveness in the organisation and
customers and also focuses` on the effects of online and offline promotion.

CHAPTER 2
REVIEW OF LITERATURE AND RESEARCH DESIGN
2.1 REVIEW OF LITERATURE
A Review of literature is the summary and critical evaluation of previously
published or unpublished researches done by various scholars’ and researches. The
Source of review of literature may be newspapers, articles, journals; books, etc. also
include discussions of future research. It must be clear, accurate, simple and easily
understandable. It should be used and able for review of study. Related to customer
retention different people have been conducting studies. Here are some of the
reviews of them.
 Vecchio, Del, Devon et.al. (2006) ' report the results of the study, which
examined the effect of sales promotion on brand preference through Meta
analysis. Results of 51 studies had been integrated. As per the study sales
promotions do not affect post promotion brand preferences in general. But
depending upon characteristics of sales promotion and the promoted product,
promotion can either increase or decrease preference for a brand.
 Ndubisi, Oly, Nelson and Moi, Tung, Chiew (2005) in their study evaluated
the impact of sales promotional tools, namely coupon, price discount, free
sample, bonus pack, and in-store display, on product trial and repurchase
behaviour of consumers. The moderation role of fear of losing face on the
relationship between the sales promotional tools and product trial was also
examined. The results of study show that price discounts, fiee samples, bonus
packs, and in-store display are associated with product trial. Coupon does not
have any significant effect on product trial. Trial determines repurchase
behaviour and also mediates in the relationship between sales promotions and
repurchase. Fear of losing face significantly moderates the relationship between
in-store display and product trial.
 Kumar, V. and Swaminathan, Srinivasan (2005) ' studied the impact of coupons
on brand sale and how that impact decays over the life of the coupon. The
authors use an econometric model to demonstrate the coupon effect in

terms of equivalent price reduction, account for coupon effect over time, allow
inference of coupon effects when retailers decide to double or triple the coupon
value and provide both self-coupon and cross-coupon elasticities at different
levels of aggregation. Results indicate that the effect of doubling the face value
of coupon result in more than a proportionate increase in elasticity and both self
and cross- coupon elasticities are much smaller in magnitude than the average
self-cross price elasticity.
 Laroche, Michel et.al. (2005) ' studied the effect of coupons on consumer's
brand categorisation and choice process using fast-food restaurants in China.
Results suggest that there are both direct and crossadvertising effects i.e., the
presence of a coupon for a focal brand has an impact on consumer's attitudes
and intentions towards that brand.
 Lewis, Michel (2004) developed an approach for simultaneous measurement of
the influence of a dynamic loyalty programme and more traditional short- term
promotions. They argue that the loyalty programmes under examination
successfblly alter behavior and increase retention rates. Email based coupons,
shipping fee and general price levels all significantly affect customers purchase
decisions.
 Anderson, T. Eric and Simester LDuncan (2004) investigated how the depth of
a current price promotion affect future purchasing of first time and established
customers based on three large scale field experiments on durable goods sold
through a direct male catalogue. The findings reveal different effect for first-
time and established customers. Deeper price discounts in the current period
increased future purchases by the first time customers (a positive long-run
effect) but reduced future purchases by established customers (a negative long-
run effect)
 Dawes, John (2004) ' reported the result of his study on the effect of amassively
successfbl price promotion in a consumer goods category. Specifically, he
sought to determine if this large price promotion had any

long-term impact on brand value; short-term impact on total category volume
for the retailer; short-term effect on competing retailers; and long-term effect on
category sales for the retailer who runs the promotion. Results of the study
showed that a very successfbl promotion did not have any longer-term effect on
the brand (positive or negative), but it did expand the total category for the
retailer, though temporarily. Sales dropped slightly for one competing retailer
at the time of promotion out of the three units studied. It was observed that the
promotion was followed by a decline in the total category volume for the
retailer, suggesting some degree of purchase acceleration or stockpiling by
consumers, Longer-term negative effect on category cancelled out
approximately two third of the gain of the price promotion to the retailer.
 Baohong et.al. (2003) ' reviewed various studies relating to the impact of
promotion on brand switching and found that these studies used choice models,
especially logit. According to these studies promotion has a strong effect on
brand switching. The authors show that logit choice model cansubstantially over
estimate brand switching because they do not take in to account the rational
adjustments that customers make to take advantage of promotion. Logit models
do not take in to account stock piling and deceleration strategies. They use a
dynamic rational model and compare itwith a logit model. The result was that
logit models over estimate brand switching, that nested logit helps address the
problem but not completely and that dynamic rational model provide the most
accurate estimate of switching.
 Swait, Jofie and Erden, Tulin (2002) in their study focused on a particular aspect
of marketing mix consistency overtime for frequently purchased packaged
consumer goods, the impact of temporal consistency of store promotions as well
as the availability of the product on the shelf; on consumer product evaluations
(utilities) and choices. The empirical results, based on fabric softener panel data,
indicate that hture insert and availability consistency increase systematic utility
in a statistically significant way over and above the positive effects that displays
and feature have on choice.

 Soman, Dilip and Gourville, T. John (2001) 'O investigated how and why price
bundling affect the consumption of a service based product such as a sporting
event or a theatre performance. The results of the study showed that price
bundling leads to a decoupling of the sunk cost and pending benefits of a
transaction there by reducing the likelihood of down stream consumption.
 Smith, F. Michael and Sinha, Indrajit (2000) *l examined the relationship
between different types of promotions (straight price promotion, extra-product
or volume promotion and mixed promotion) across four supermarket product
categories controlling separately for the effect of two category-based moderating
factors viz. product stock-up characteristics and price level. Results showed
that a majority of consumers preferred mixed promotions ; type of promotions
does influence store preference (with price and volume promotions having the
greatest influence). Consumers generally preferred price promotion for higher
priced product categories and they preferred volume promotions for lower
priced categories.
 Grover, Rajiv and Srinivasan, V. (1992) l* investigated the multiple effect of
retail promotion on brand loyal and brand switching segment of consumer. They
found that the market can be characterised by brand loyal segment and
switching segments; promotional variable have significant effects on segment
market shares, the effect being different across segments; store share is related
significantly to promotional attractiveness of a store; the overall promotional
attractiveness of the product category has significant current and lagged effect
on category volume and the lagged effects resulting from consumer purchase

acceleration and stock-up last longer for brand loyal segments than for
switching segments.
 Kahn, E. Barbara and Loouise, A. Therse (1990) l9 investigated how in-store
price promotions affect market share after the promotion have been retracted.
They find that the effects of promotion are contingent on both the choice pattern
of subjects- whether or not subjects switch among brands- and the ubiquity of
promotions in a product category. If only one brand is being promoted and
subjects are generally loyal to the last brand purchased, brand choice probability
declines from pre-promotion levels once the promotion is withdrawn. However
if subjects tend to switch among brands in the absence ofpromotion, or several
brands are being promoted, this decline is mitigated andlor does not occur.
 Guptha, Sunil (1988) 20 explains how sales promotion affect consumer's
purchase decisions and thus the sale of a brand. He argues that the effect of a
sales promotion can be examined by decomposing the sales bump during the
sales promotion period into sales increase due to brand switching, purchase time
acceleration and stock piling. The author proposed a method for such
decomposition whereby brand sales are considered the result of consumer
decision about when, what and how much to buy. The impact of marketing
variables on these three consumer decisions is captured by an Erlang-2 inter-
purchase time model, a multinomial logit model of brand choice and a
cumulative logit model of purchase quantity. The models are estimated with IRI
scanner panel data for regular ground coffee. The result indicates that more than
80% of the sales increase due to promotion comes fi-om brand switching.
Purchase acceleration in time accounts for less than 14% of thesales increase,
where as stock piling due to promotion is a negligible phenomenon accounting
for less than 2% of the sales increase

2.2 STATEMENT OF PROBLEM
The total oil India Pvt ltd, is mainly deals with online domestic gas booking and
delivering. The services is based on the customers’ demands and customer preference.
The main problem of the organisation is the services have to reach the customers
through online promotion or offline promotion. The online promotion is include social
media posting, advertising, making a blogs and creation of ads. The offline promotion
includes poster posting residential area and by mouth of words. “Customer is king in
the market, the organization performance is depend on the sale and demand of the
products.in order for to happen there a need for adequate and effective promotion
strategy by which target customer can be focuse on and convinced easily.
There for there is a need for to advocate the customer above the company online Gas
booking through WhatsApp and to effectively promote the company services to the
customers without paid advertisement such that the customer easily recognize the
services offer.
2.3 SCOPE OF THE STUDY
For any organization the promotion techniques and strategies plays a vital role. The role
of promotion is to encourage purchase by temporarily improving the value of a brand.
However it is a part of marketing mix and should tie with advertising, product
performance and pricing. The purpose of advertising is to improve dispositions towards
a brand, while the objective of sales promotion is to translate favourable attitudes into
actual purchase. Advertising cannot normally close a sale because its impact is too far
from the point of purchase, but sales promotion can. Sales promotion is often managed
in isolation from other elements of marketing, because there is the need to gain shelf
space through retailer support.
This study is taken up in Total oil India PVT ltd in Richmond circle Bangalore.
The study covers 50 customers of the company who are spread all over Bangalore and
looks in to the promotion activities of online social media posting, newspaper
advertising, phablets advertising and offline promotion.

2.3 OBJECTIVES OF THE STUDY:
 . To study the different methods of promotion adopted in total oil india pvt
ltd,
 To analyse the effectiveness of customers satisfaction and services in total oil
india ltd.
 To find out the opinion and feedback of the customers towards the total oil
india pvt ltd.
 To estimate the effectiveness of promotion of services in total oil india pvt
ltd,,
2.5 RESEARCH METHODOLOGY
This study is a descriptive. Where an attempt is made to understand the
customer’s requirement through finding about the spread of awareness and availability
of gas at the time of need, if not provided adequate solution and enhance the promotion.
SOURCE OF DATA:
Primary data: The primary data is collected through sending a review form and
questionnaire given to the 50 customers about easy gas promotion work and who are
located at different places across Bangalore.
Secondary data: The data is collected through online websites and social media
company journals and newspaper telephone directory.
SAMPLE UNIT:
Samples were collected from 50 customers across various locations in
Bangalore
SAMPLE SIZE:

The data are collected from survey of 50 customers from different location of
Total oil India PVT Ltd.
TOOL FOR DATA COLLECTION:
The data is collected from 50 customers through a structured questionnaire.
DATA ANALSIS:
The collected data is analyzed with the help of stastical tools and represented as
below.
1. Bar diagram 2. Graph 3.pie diagram
2.6 LIMITATIONS OF THE STUDY:
 Limited to Total oil India PVT ltd Bangalore office.
 Since the study includes human perception and view the results might be little
biased or subjective.
 Customers are too busy to answer the questions.
 Due to limited time more no of customers could not be contacted

CHAPTETR 3
PROFILE OF THE ORGANIZATION AND RESPONDENTS
NAME OF THE COMPANY AND ITS HISTORY:
Company Name: TOTAL OIL INDIA PVT LTD
History of the Company:
Total is a French multinational integrated oil and gas company founded in 1924 and
one of the seven "Supermajor" oil companies in the world. Its businesses cover the
entire oil and gas chain, from crude oil and natural gas exploration and production
to power generation, transportation, refining, petroleum product marketing, and
international crude oil and product trading. Total is also a large scale
chemicals manufacturer.
The company was founded after World War I, when then French President Raymond
Poincaré rejected the idea of forming a partnership with Royal Dutch Shell in favour of
creating an entirely French oil company. At Poincaré's behest, Col. Ernest Mercier
with the support of ninety banks and companies founded Total on 28 March 1924, as
the Companies franchise des petrol’s (CFP), literally the "French Petroleum Company".
Petroleum was seen as vital in the case of a new war with Germany.
As per the agreement reached during the San Remo conference of 1920, the French
state received the 25% share held by Deutsche Bank in the Turkish Petroleum Company
(TPC) as part of the compensation for war damages caused by Germany during World
War I. The French government's stake in TPC was transferred to CFP, and the Red
Line agreement in 1928 rearranged the shareholding of CFP in TPC(later renamed the
Iraq Petroleum Company in 1929) to 23.75%. The company from the start was regarded
as a private sector company in view of its listing on the Paris Stock Exchange in 1929.
The company during the 1930s was engaged in exploration and production, primarily
from the Middle East. Its first refinery began operating in Normandy in 1933. After
World War II, CFP engaged in oil exploration in Venezuela, Canada, and Africa while
pursuing energy sources within France. Exploration in Algeria, then a French colony,
began in 1946, with Algeria becoming a leading source of oil in the 1950s.

In 1954, CFPintroduced its downstream product – Total brand of gasoline in theAfrican
continent and Europe.
In 1980, Total Petroleum (North America) Ltd., a company controlled 50% by CFP,
bought the American refining and marketing assets of Vickers Petroleum as part of a
sell-off by Esmark of its energy holdings. This purchase gave Total refining capacity,
transportation, and a network of 350 service stations in 20 states.
 Total CFP and re branding to Total: 1985–2003:
The company renamed itself Total CFP in 1985, to build on the popularity of its
gasoline brand.[6] Later in 1991, the name was changed to Total, when it became a
public company listed on the New York Stock Exchange. The French government, who
used to control more than 30 percent of the company's stock in 1991, reduced its stake
in the firm to less than 1 percent by 1996. In the time period between 1990 and 1994,
foreign ownership of the firm increased from 23 per cent to 44 per cent.
 Total: 2003–2014:
In 2003, Total signed for a 30% stake in the gas exploration venture in the Kingdom
of Saudi Arabia (KSA) – South Rub' al-Khali joint venture along with Royal
Dutch Shell and Saudi Aramco. The stake was later bought out by its partners.
In May 2006, Saudi Aramco and TOTAL signed a MOU to develop the Jubail Refinery
and Petrochemical project in Saudi Arabia which targeted 400,000 barrels per day
(bpd). On 21 September 2008, the two companies officially established a joint venture
called SAUDI ARAMCO TOTAL Refining and Petrochemical Company(SATORP)-
in which a 62.5% stake was held by Saudi Aramco and the balance 37.5% held by
TOTAL.
 2015-Present:
In February 2015, Total unveiled plans to cut 180 jobs in the United Kingdom,
reduce refinery capacity and slow spending on North Sea fields after it fell to a $5.7bn
final-quarter loss. The company said it would also sell off $5bn worth of assets
worldwide and cut exploration costs by 30%.
ORGANIZATION:
 Business segments:

In September 2016, Total set up a new organization to achieve its ambition to become
a responsible energy major. It is composed of the following segments:
 Exploration & Production
 Gas, Renewables & Power
 Refining & Chemicals
 Trading & Shipping
 Marketing & Services
 Total Global Services
In 2016 Total also created two new corporate divisions: namely People & Social
Responsibility (Human Resources; Health, Safety & Environment; the Security
Division; and a new Civil Society Engagement Division) and Strategy & Innovation
(Strategy & Climate Division, responsible for ensuring that strategy incorporates the
2 °C global warming scenario, Public Affairs, Audit, Research & Development, the
Chief Digital Officer and the Senior Vice President Technology).
 Subsidiaries and affiliates of Total S.A:
As of 31 December 2014, Total S.A. had 903 subsidiaries consolidated into the group
results, together with affiliate investments and joint ventures, mostly in LPG. In
addition, Total had other equity holdings amounting to about 3bn euros, treated as
investments and was involved in a number of significant joint ventures, mostly relating
to LPG and LNG exploration, production and shipping.
The joint ventures which are treated as subsidiaries are listed in the consolidated
subsidiary section.
Main consolidated subsidiaries:
 Abu Dhabi Gas Liquefaction Company Ltd (5.00%), United Arab Emirates
 Air Total International S.A., Switzerland
 Amyris Inc. (17.88%), United States
 Angola Block 14 B.V. (50.01%), Netherlands (operating in Angola)
 Angola LNG Limited (13.60%), Bermuda (operating in Angola)
 AS 24, France
Headquarters of Total Cambodia in Phnom Penh (Cambodia)

 Atlantic Trading & Marketing Inc., United States
 Atotech (China) Chemicals Ltd
 Atotech B.V., Netherlands
 Atotech Deutschland GmbH, Germany
 Atotech Taiwan
 BASF TOTAL Petrochemicals LLC (40.00%), United States
 Brass Holdings Company Limited, Luxembourg
 Brass LNG Ltd (17.00%), Nigeria
 Compagnie Pétrolière de l’Ouest - CPO, France
 Cos-Mar Company (50.00%), United States
 Cosden LLC, United States
 Cray Valley USA LLC, United States
 CSSA – Chartering and Shipping Services S.A., Switzerland
 Dalian West Pacific Petrochemical Co. Ltd (WEPEC) (22.41%), China
 Dolphin Energy Limited (24.50%), United Arab Emirates
 E. F. Oil And Gas Limited, United Kingdom
 Elf Aquitaine, France
 Elf Aquitaine Fertilisants, France
 Elf Aquitaine Inc., United States
 Elf Exploration Production, France
 Elf Exploration UK Limited, United Kingdom
 Elf Petroleum Iran, France (operating in Iran)
 Elf Petroleum UK Limited, United Kingdom
 Gaz Transport & Technigaz S.A.S. (30.00%), France
 Grande Paroisse S.A., France
 Hanwha Total Petrochemicals Co. Ltd (50.00%), South Korea
 Hutchinson Argentina S.A.
 Hutchinson Autopartes De Mexico SA.DE. CV
 Hutchinson Corporation, United StatesHutchinson SA
 Hutchinson Do Brasil S.A., Brazil
 Hutchinson GmbH, Germany
 Hutchinson Poland SP Z.O.O.

 Hutchinson S.A., France
 Ichthys LNG PTY Ltd (30.00%), Australia
 Legacy Site Services LLC, United States
 LSS Funding Inc., United States
 Naphtachimie (50.00%), France
 Nigeria LNG Ltd (15.00%)
 Novatek (16.96%), Russia
 Oman LNG LLC (5.54%)
 Omnium Reinsurance Company S.A., Switzerland
 Paulstra SNC, France
 PetroCedeño (30.32%), Venezuela
 Nigeria LNG Ltd (15.00%)
 Novatek (16.96%), Russia
 Oman LNG LLC (5.54%)
 Omnium Reinsurance Company S.A., Switzerland
 Paulstra SNC, France
 PetroCedeño (30.32%), Venezuela
 Qatar Liquefied Gas Company Limited (II) Train B (16.70%)
 Qatar Petrochemical Company Q.S.C. (QAPCO) (20.00%)
 Qatargas Liquefied Gas Company Limited (10.00%)
 Qatofin Company Limited (49.09%), Qatar
 Saudi Aramco Total Refining and Petrochemical Company (37.50%), Saudi
Arabia
 Shtokman Development AG (25.00%), Switzerland (operating in Russia)
 Sigmakalon Group B.V., Netherlands
 SOCAP S.A.S., France
 Société Anonyme de la Raffinerie des Antilles (50.00%), France
 Société Civile Immobilière CB2, France
 SOFAX Banque, France
 SunPower Corporation (64.65%), United States and so on.

Company Logo:
Organization structure:
Vision and Mission statement:
Vision: Aim to improve in all areas, and stay the leading multinational energy company.
Mission: Total is global energy producer and provider with operation that span the oil
and gas chain. Developing alternative energises such as solar, biomass and nuclear
power is also a one of their core commitments
Chairman &
Managing
director
VP - Strategy &
Development VP - Marketing
VP - Corparate
affairs
VP - Human
resources
CEO - Lubee
division
CEO - LPG
division
CEO - New
Business

PRODUCT PROFILE:
CHRISTACADEMY INSTITUTEFOR ADVANCED STUDIES 24
LPG BUSINESS: TOIPL
Largest private sector importer of LPG:
 State of the art LP import terminal set up in the South Western coast of India
at Mangalore in1996.
Commenced operations in 1998:
 8% of all India market share on non-subsidized LPG market despite operations
being restricted to only the Southern region.
Exponential Growth in business:
 Acquired Mobil Gas business in 2002 and successfully integrated into
Totalgaz business with no loss of volumes.
 First private sector company to commence marketing of Auto LPG in India.
 Nearly189 KT of direct sales through packed, bulk industrial and automotive
trade.
 Around 62 network stations already in operation and plans to expand to 100
over the next 5 years
LPG Performance Highlights:
 5th largest LPG market
 20 mt market size
 95% of market of market network
 150 distributors
 100 industrial consumers
What is LPG?
LPG – Liquefied Petroleum Gas

o Gas at normal temperatures (Highly Volatile), liquefies at moderate
pressure at room temperature
o Mixture of Propane and Butane.
o LPG is colourless and odourless.
o Ethyl Mercaptan is added to give it a smell aiding in identification of
leak
o Gross calorific value – 11,900 kcal/kg; Net calorific value – 10,900
kcal/kg
MAJOR CUSTOMERS:
● Jindal Steel Works
● Toyota Kirloskar Motor Limited
● Caterpillar
● Keihin Fie
● Samsung
● Himatsingka Linens
● Exedy Clutch
● Toyota Kirloskar Auto Parts
TOTAL GAS:
• A wholly owned subsidiary of TOTAL
• Leading private sector LPG marketer in India
• Capacity of around 650,000 MT in Mangalore
• Bottling plants at Mangalore, Bangalore, Hyderabad, Namakkal, Kolhapur and
Palakkad
• LPG Head Office in Bangalore

TOTAL GROUP:
• Fourth largest publicly-traded integrated international oil and gas company in
the world
• Revenue of $149.7 billion, over $1 billion invested in R&D
• 98,000 employees
• Operations in more than 130 countries
• Exploration and production operations in more than 40 countries
• Producer of oil or gas in 30 countries
Competitors:
 Shell
 Cairn
 Oil India limited
 HP
 Reliance
 Essar
 ONGC
 SHV
 Bharath petroleum
Milestones achieved/ awards received:
Awards received:
Total is driven purely by a desire to slog endlessly for the greater glory of Oil and Gas
industry. Total always believes in the customer satisfaction. That is why for our
organization awards are not important because customer is more important to us.
SWOT Analysis:

SWOT analyses evaluate the strengths, weaknesses, opportunities and threats of a
business operation. The swot analysis is very essential to done in all organizations
because it very important for every organisation to know their strengths they have so
they can maintain that same like strengths every organisation have its own weakness
in different areas understand the weakness of organisation by the help of swot analysis
will help the organisation to overcome their weakness. Like strength and weakness
every organisation has their own opportunities and threats from the particular industry
they are operating. So by swot analysis they will know their opportunities and threats.
Understanding opportunities will help the organisation to develop and identifying
threats will help to keep away from danger and always in a safe position and achieve
success.
SWOT Analysis:
SWOT analyses evaluate the strengths, weaknesses, opportunities and threats of a
business operation. The swot analysis is very essential to done in all organizations
because it very important for every organisation to know their strengths they have so
they can maintain that same like strengths every organisation have its own weakness
in different areas understand the weakness of organisation by the help of swot analysis
will help the organisation to overcome their weakness. Like strength and weakness
every organisation has their own opportunities and threats from the particular industry
they are operating. So by swot analysis they will know their opportunities and threats.
Understanding opportunities will help the organisation to develop and identifying
threats will help to keep away from danger and always in a safe position and achieve
success.
SWOT Analysis of Total:
Strengths:
 Friendly atmosphere exists within the organization.
 Good customers.
 Customer base.
 Good physical resources.
 Proper management team.
Weakness:

 No much auto LPG dispensing stations.
 High expenditure.
 Lack of advertisement.
Opportunities:
 The demand for oil and gas is increasing.
 International Clients and customers.
 New and innovative methods for marketing techniques.
Threats:
 Political instability.
 Competition from other companies.

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
This project is based on both primary and secondary data. Secondary data was
collected from customers of Total gas and company websites etc. Primary data was
collected by using a structured questionnaire from a sample of customers which have
been collected from the Total oil India Pvt Ltd. In this chapter an attempt is made to
analyze the data collected from the customers.
The data analysis has been done on a sample of 50 respondents who are customers of
the company.
For the tabulation purposes of the data, various charts were used. Bar charts are the
most commonly used charts in order to present the data in the most simple and
explanatory form.

TABLE 4.1.1 showing the age of respondents
AGE No.OF RESPONDENTS PERCENTAGE (%)
20-30yrs 10 20
30-40yrs 20 40
40-50yrs 15 30
50 AND ABOVE years 5 10
TOTAL 50 100
ANALYSIS:
From the above table among the 50 respondents it is analysed that 20% of the
respondents belonged to the age group between 20-30 yrs. 40% of the respondents
belonged to the age group between 30-40yrs of age,30% of respondents belonged to the
age group between 40-50 yrs,10% of the respondents belonged to the age group
between 50 and above.
CHART 4.1.1 showing age of respondents

AGE OF THE RESPONDENTS
45
40
35
30
25
20
15
10
40
30
20
10
20-30 yrs 30-40 yrs 40-50 yrs 50 and above
percentage 20 40 30 10
INTERPRETATION:
From the above graph is shown that majority of customers is belong to 30-40 years
category. As it is clearly showed in the above graph 40% of respondents.

TABLE 4.1.2 shown the whether the customer is new or existing:
NEW OR EXISTING
CUSTOMER
RESPONDENTS PRECENTAGE%
NEW 30 60%
EXISTING 20 40%
TOTAL 50 100%
ANALYSIS:
From the above table is shown new or existing customer of the company by 60% of
the respondents is new and 40% of respondents is existing

CHART 4.1.2 shown the whether the customer is new or existing:
NEW OR EXISTING CUSTOMERS
70
60
50
40
percentage
30
20
10
new existing
60
40
INTERPRETATION:
From the above chart is shown the new or existing customer of the company 60% of
the respondents is new customer.

TABLE 4.1.3 MODE OF PROMOTION:
MODE OF PROMOTION RESONDENTS PERCENTAGE%
Through advertisement 25 50%
Through
newspapers/hoardings
5 10%
Through friends and
relatives
12 24%
other medium 8 16%
Total 50 100%
ANALYSIS:
From the above table 50% of respondents opined mode of promotion through
advertisement, 10% of respondent’s opined mode of promotion through
newspaper/hoarding, 24% of respondents opined through friends and relatives, 16% of
respondents opined through other medium.

CHART 4.1.3 MODEOF PROMOTION:
INTERPRETATION:
From the above chart is shown the majority of the promotional activities is
through advertisement
MODE OF PROMOTION
Through advertisement Through newspapers/hoardings
Through friends andrelatives othermedium
0%
16%
50%
24%
10%

TABLE 4.1.4 EXPERINCE OF OUR WEBSITE:
CHRISTACADEMY INSTITUTEFOR ADVANCED STUDIES 36
Experience of our website respondents Percentage%
Yes 32 64%
No 12 24%
Total 50 100%
ANALYSIS:
From the above table among 50 respondents 64% opined they have good
experience and 24% opined
They have bad experience.
CHART 4.1.4 EXPERINCE OF OUR WEBSITE:
EXPERINCEOF OURWEBSITE
70%
64%
60%
50%
40%
30%
24%
20%
10%
0%
Yes no
Percentage%

INTERPRETATION:
From the above chart it is clearly known that majority of the customers
opined they have good experience with company website.
TABLE 4.1.5 EXPERIENCE OF TOTAL OIL SOCIAL MEDIA PAGE:
Experience of social
media page
Respondents Percentage%
Yes 32 64%
No 8 16%
Total
50 100%
ANALYSIS:
From the above table among the 50 respondents opined 64% have good
experience with social media page and 10% opined they don’t have good experience
in total gas social media page.

CHART 4.1.5 EXPERIENCE OF TOTAL OIL SOCIAL MEDIA PAGE:
16%
EXPIRENCEOF SOCIAL MEDIA PAGEOF COMAPNY
0.7
64%
0.6
0.5
0.4
0.3
0.2
0.1
0
0
Experience of
socialmediapage
Yes No
INTEPRETATION:
Majority of the customer have experience with the total oil social media page.

TABLE 4.1.6 RATING OF TOTAL OIL SOCIAL MEDIA AND WEBSITE
Rating of social
media and website
Excellent 24 48%
Neutral 6 12%
Good 14 28%
Bad 6 12%
Total 50 100%
ANALYSIS:
From the above table 48% of respondents opined excellent rating, 12% of
respondent’s opined neutral experience, 28% of respondent’s opined good experience,
and 12% of respondent’s opined bad experience.

CHART 4.1.6 RATE OF SOCIAL MEDIA PAGE:
INTERPRETATION:
Majority of respondents of obtained that customers have excellent experience on
social media page.
RATE OF SOCIAL MEDIA PAGE
Excellent Neutral Good Bad
12%
0%
0%
48%
28%
0%
12% 0%

TABLE 4.1.7 USAGES OF WHATSAPP FOR GAS BOOKING:
Frequency in use of
WhatsApp for gas
booking
Frequently used 42 84%
Not frequently used 8 16%
total 50 100%
ANALYSIS:
From the above table it is clearly shown that among the 50 respondents 84%
frequently used WhatsApp for gas booking and 16% not frequently used what’s app for
gas booking.

CHART 4.1.7- USAGES OF WHATSAPP FOR GAS BOOKING
INTERPRETATION:-
Majority of respondents opined they frequently used WhatsApp for gas
booking.
90%
80% USAGEOS WHATSAPP FORGAS BOOKING
70%
60%
50%
40%
30%
20%
10%
0%
Frequentlyused Not frequentlyused
Percentage%

TABLE 4.1.8_ REASON FOR USING WHATSAPP NO: BOOKING GAS:-
Reason for using
WhatsApp no booking
Promotional offers 33 66%
Discount offers 6 12%
Fast delivering 5 10%
Others 5 10%
Total 50 100%
ANALYSIS:
From the above table it is shown that 66% of respondents opined promotional offers
reason for using what’s app not booking, 12% of respondents opined discount offers is
the reason for using WhatsApp number for booking, 10% opined fast delivering is the
reason is the reason for WhatsApp booking, and rest 10% opined for other reasons they
used WhatsApp no for gas booking.

CHART 4.1.8 REASON FOR USING WHATSAPP NO BOOKING GAS:
INTREPRETATION:
Majority of respondents 66% opined promotional offers is the reason for using
WhatsApp number for gas booking.
REASONFORUSING WHATSAPPNO BOOKING GAS
10% 0%
0%
10%
0%
12%
0%
66%
Promotional offers Discount offers Fast delivering Others

TABLE 4.1.9: RATE OF ATTRACTIVENESS OF ADVERTISEMENT:-
Rate of attractiveness of
advertisement
Very attractive 32 64%
Less attractive 10 20%
Not all attractive 6 12%
Total 50 100%
ANALYSIS:
From the above table 64 % opined advertisement is very attractive, 20% opined
advertisement is less attractive, 12% opined advertisement is not at all attractive.

CHART 4.1.9 - RATE OF ATTRACTIVENESS OF ADVERTISEMENT
INTERPRETATION:
From the above table 68% opined advertisement is very attractive.
RATE OF ATTRACTIVENESS OF ADVERTISEMENT
12%
0%
0%
20%
0% 64%
Veryattractive Less attractive Not all attractive

TABLE 4.1.10 - SATISFACTORY LEVEL OF ADVERTISEMENT
Satisfactory level of
advertisement
High satisfied 28 48%
Satisfied 12 24%
Average 6 12%
Dissatisfied 4 8%
Total 50 100%
ANALYSIS:
From the above table is shown 48% of respondents high satisfied, 24% of
respondent’s, 24% of respondents satisfied, 12% of respondents average satisfied and
8% of respondents dissatisfied.

CHART 4.1.10 SATISFACTORY LEVEL OF ADVERTISEMENT
INTERPRETATION:
Majority of the respondent highly satisfied with the quality of services as per
advertisement.
SATISFACORYLEVELOFADVERTISEMENT
60%
50%
40%
30%
20%
10%
0%
High
satisfied
Satisfied Average Dissatisfied
Percentage%

TABLE 4.1.11 CUSTOMERS ATTRACTIVENESS OF ADVERTISEMENT
FOR ONLINE GAS BOOKING:
Customers
attractiveness of
advertisement
yes 37 74%
No 13 26%
Total 50 100%
ANALYSIS:
From the above table among the 50 respondents 74% of customers opined that
advertisement attracts online gas booking, 26% of customers opined that online
advertisement is not attracting the online gas booking.

CHART 4.1.11 CUSTOMERS ATTRACTIVENESS OF ADVERTISEMENT
FOR ONLINE GAS BOOKING:
INTERPRETATION:
Majority of the respondents opined that online advertisement attracts online
gas booking.
Customers attractiveness of advertisement
0%
26%
74%
yes No

TABLE 4.1.12 FEEL OF GAS BOOKING THROUGH ONLINE:
Feel of gas booking
through online
Great 34 68%
Good 10 20%
Not satisfied 6 12%
Total 50 100%
ANALYSIS:
From the above table it’s clearly shown that 68% of respondent’s opined great
feel by booking gas through online, 20% of respondents opined good feel by booking
gas through online, 12% of respondents opined not satisfied by booking gas through
online.

CHART 4.1.12 FEEL OF BOOKING THROUGH GAS ONLINE:
INTERPRETATION:
Majority of the respondents opined that online gas booking is great
experience by booking gas through online.
FEEL OF GAS BOOKING THROUGH ONLNE
12%
0%
20%
68%
Great good not satified

TABLE 4.1.13 RATE OF NEW SERVICES
Rate of presentation of
new services
Good 30 60%
Average 12 24%
Poor 8 16%
Total 50 100%
ANALYSIS:
From the above table it’s clearly shown that 60% of respondents opined good rate
of presentation of new services, 24% of respondent’s opined average rate of
presentation of new services and 16% of respondent’s opined poor by rate of
presentation new services.

GRAPH 4.1.13 RATE OF NEW SERVICES
INTERPRETATION:
From the above graph is shown that majority of customers belong good rate of
new services. As it is clearly showed in the above graph 60% of respondents.
Percentage%
70%
60%
60%
50%
40%
30%
24%
20% 16%
10%
0%
Good Average Poor
Percentage%

TABLE 4.1.14 RATE OF GAS DELIVEY AND SERVICES
Rate of gas delivery Respondents Percentage%
Good 37 74%
Average 10 20%
Poor 3 6%
Total 50 100%
ANALYSIS:
From the above table among the 50 respondents opined 64% have good
experience with social media page and 10% opined they don’t have good experience
in total gas social media page.

GRAPH 4.1.14 RATE OF GAS DELIVEY AND SERVICES
INTERPRETATION:
From the above graph is shown that majority of customers belong good
rating. As it is clearly showed in the above graph74.% of respondents.
80%
RATE OF GAS DELIVERY AND SERVICES
74%
70%
60%
50%
40%
30%
20%
20%
10% 6%
0%
Good Average Poor
Percentage%

TABLE 4.1.15 DELIVERY REACH IN TIME
Delivery reach in time Respondents Percentage%
Yes 35 70%
No 15 30%
Total 50 100%
ANALYSIS:
From the above table among the 50 respondents 70% of customers opined that
delivery reach in time, 30% of customers opined that delivery is not reach in time.

GRAPH 4.1.15 DELIVERY REACH IN TIME
INTERPRETATION:
From the above graph is shown that majority of customers belong to delivery
gas reach in proper time. As it is clearly showed in the above graph.70% respondents.
DELIVERY RESPONSE
0%
30%
0%
70%
Yes No

TABLE 4.1.16 SATISFACTION ABOUT GAS PRICING
CHRISTACADEMY INSTITUTEFOR
ADVANCED STUDIES
59
Satisfaction about gas
pricing
Respondents Percentage
Yes 30 60%
No 20 40%
Total 50 100%
ANALYSIS:
From the above table among the 50 respondents opined 60% respondents satisfied
the gas pricing and 40% respondents is not satisfied gas pricing of the organisation.

GRAPH 4.1.16 SATISFACTION ABOUT GAS PRICING
CMRCENTER FORBUSINESS STUDIES 60
INTERPRETATION:
From the above chart is shown the satisfaction of customers about gas price. 60%
of respondents is satisfied the gas price of the company.
satisfaction about gas pricing
70%
60%
60%
50%
40%
40%
30%
20%
10%
0%
Yes No
Percentage

TABLE 4.1.17 PRESENTATION OF OFFERS IN ONLINE:
Offers presentation in
online
Yes 36 72%
No 14 28%
Total 50 100%
ANALYSIS:
From the above table among the 50 respondents opined. 72% respondents is agreed
with the presentation of offers in online and 28% respondents is not agreed the offers
presentation in online.

CHART 4.1.17 PRESENTATION OF OFFERS IN ONLINE
INTERPRETATION:
Majority of respondents 72% opined presentation offers are getting in
online.28% respondents are not getting the offers in online.
presentation of offers in online
0%
28%
0%
72%
Yes No

TABLE 4.1.18 RATE OF PROMOTION WORK
Rate of promotion work Respondents Percentage%
Good 27 54%
Average 13 26%
Poor 10% 20%
Total 50 100%
ANALYSIS:
From the above table it is shown that 54% of respondents opined good Rate of
promotional work, 26% of respondents opined average rate of promotion work and rest
of 20% opined poor rate of promotion work.

GRAPH 4.1.18 RATE OF PROMOTION WORK
INTERPRETATION:
From the above chart is shown promotion rating of the comoany54% of
respondents is satisfied the good rate of promotion.
promotionworkrating
60%
54%
50%
40%
30% 26%
20%
20%
10%
0%
Good Average Poor
Percentage%

TABLE 4.1.19 ATTRACTION OF PROMOTION OFFERS
Attraction of promotion
offers
Yes 30 60%
No 20 40%
Total 50 100%
ANALYSIS:
From the above table among the 50 respondents opined 60% respondents is
satisfied the promotion offers and 40% respondents is not satisfied with promotion
offers.

GRAPGH 4.1.19 ATTRACTION OF PROMOTION OFFERS
PROMOTIONATTARCTION
70%
60%
60%
50%
40%
30%
20%
10%
0%
Yes No
Percentage%
40%
INTERPRETATION:
From the above chart is shown the attraction of promotion offers of the company
60% of the respondents is satisfied the promotional offers.

TABLE 4.1.20 TYPE OF PROMOTIONAL ACTIVITIES ATTARCTS
CUSTOMERS
Attraction of
promotional activities
Advertisement 27 54%
1+1 offers 5 10%
Discounts 8 16%
Extra offers 10 20%
Total 50 100%
ANALYSIS:
From the above table it is shown that 54% of respondents opined advertisement
promotion activity is attracted, 10% of respondents opined 1+1 offers is attracted the
customers is make the attraction to book the gas through online, 16% opined discounts
is make the attraction to book the gas through online and rest 20% opined for extra
offers is made the attraction to book the gas.

CHART 4.1.20 TYPE OF PROMOTIONAL ACTIVITIES ATTARCTS
CUSTOMERS
INTERPRETATION:
From the above chart is shown the type of promotional activities of the company
54% of the respondents attract to book gas through online with advertisement activities.
TYPE OFPROMOTION
60%
54%
50%
40%
30%
20%
20% 16%
10%
10%
0%
Advertisement 1+1 offers Discounts Extra offers
Percentage%

TABLE 4.1.21 RATE OF CUSTOMER SCHEME
Rate of customer scheme Respondents Percentage%
Good 27 54%
Average 14 28%
Poor 9 18%
Total 50 100%
ANALYSIS:
From the above table it is shown that 54% of respondents opined good rate
of customer scheme, 28% of respondents opined average rate of customer scheme and
rest of 18% opined poor rate of customer scheme.

GRAPH 4.1.21 RATE OF CUSTOMER SCHEME
INTERPRETATION:
From the above chart is shown the rate of customer scheme. 54% of the
respondents have good rate of customer scheme of the company.
CUSTOMERSCHEME
0%
18%
0%
54%
28%
0%
Good Average Poor

TABLE 4.1.22 EASY TO USE OF ONLINE GAS BOOKING
Easy to use of online
booking
Yes 32 64%
No 8 16%
Total 50 100%
ANALYSIS:
From the above table is shown the easy to use of online gas booking through
WhatsApp. 60% of the respondents is satisfied the online gas booking and 16% of the
respondents is not satisfied the use of online gas booking through WhatsApp.
GRAPH 4.1.22 EASY TO USE OF ONLINE GAS BOOKING
EASY TO USE OF GAS BOOKING
Percentage%
70%
64%
60%
50%
40%
30%
20% 16%
10%
0%
Yes No

INTERPRETATION:
From the above chart is shown the easy to book of gas booking through
WhatsApp. 64% of the respondents have good rate of use of gas booking through
WhatsApp.
TABLE 4.1.23 PROMOTION ACTIVITIES EFFECTS OF ONLINE
BOOKING
Sales promotion activities
effects of online booking
Yes 30 60%
No 10 20%
Total 50 100%
ANALYSIS:
From the above table is shown promotion effects of online gas booking 60%
of the respondents is satisfied with promotion activities and 20% of the respondents is
not satisfied the promotional activities.

GRAPH 4.1.23 PROMOTION ACTIVITIES EFFECTS OF ONLINE
73
PROMOTIONACTIVITIESEFFECTS
70%
60%
60%
50%
40%
30%
20%
10%
0%
Yes No
Percentage%
BOOKING
20%
INTERPRETATION:
From the above chart is shown the effects of promotional activities. 60% of
the respondents are satisfied about the promotional activities.

TABLE 4.1.24 EXPERIENCE OF OFFERS AND DISCOUNTS
74
Experience of offers and
discounts
Good 30 60%
Average 10 20%
Poor 10 20%
Total 50 100%
ANALYSIS:
From the above table is shown respondents experience of offers and
discounts.60% of the respondents have good experience with offers and discounts, 20%
of the respondents have average experience with offers and discounts and 20%of
respondents have poor experience with offers and experience.

GRAPH 4.1.24 EXPERIENCE OF OFFERS AND DISCOUNTS
75
INTERPRETATION:
From the above chart is shown the respondents experience with offers
and discounts. 60% of the respondents have good experience with offers and discounts.
EXPERIENCE WITH OFFERS AND DISCOUNTS
Good Average Poor
0%
20%
0%
20% 60%
0%

TABLE 4.1.25 OVERALL RATING
76
Overall rating Respondents Percentage%
good 28 56%
Average 15 30%
poor 7 14%
Total 50% 100%
ANALYSIS:
From the above table is shown respondents overall rating about the
company.56% of the respondents have good rating,30% of the respondents have
average rating about company services and promotion work and 14% of respondents
have poor rating.

GRAPH 4.1.25 OVERALL RATING
77
INTERPRETATION:
From the above chart is shown the respondents rating about company
services and promotional work. 65% of the respondents have good rating with services
and promotional work.
RESPONDENTS
good Average poor
0%
14%
0%
30% 56%
0%

78
CHAPTER-5
SUMMARY OF FINDINGS, CONCLUSIONS, AND SUGGESTIONS
5.1- Summary of Findings:-
 Promotion is very important because it will develop the company sales and
profit in the future it will develop the company in good position.
 Online and offline advertisement attracts customers
 Company have a good marketing promotional policy.
 Promotion is given more customers to the company and more enquiries about
the new project of the company.
 Online promotion attracts more customers and increases the profit of the
company.
 More customers are using what’s app no for gas booking.
 Social media plays a great role in promotion work
5.2- CONCLUSION:-
From the study it is concluded that TOTAL Oil Company is slowly creating
awareness among the customers in Bangalore.
Easy gas its started approximately 6 months back and acquisition of new
customers are could be made by using innovative promotional techniques. This study
show that the company using variety of online and offline promotional technique like
social media posting, email blasting, SMS marketing, newspaper advertising and
pamphlets distribution. As such it is concluded that company will be achieving more
customer base in the future.

79
5.3- Suggestions to the Organization:-
 Target the promotion to specific customer groups
 Hire an expert to improve the digital marketing promotion.
 Create sense urgency in flash sale promotion
 Create timely ads that promote urgency.
 Develop a loyalty program for customers about the new projects of the
organisation.
 Use videos to create great product demo.
 Make the demo class to introduce the new services of the organisation
 Consider offering an upgrade instead of a price out.

BIBLIOGRAPHY
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sales service in international marketing. Journal of International Marketing,
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