Honda two wheeler Presentation

LACHOO MEMORIAL COLLAGE OF SCIENCEAND
TECHNOLOGY
(AUTONOMOUS)
A
TRANING REPORT
ON
MARKETING STRATEGIES
&
SALES
AT
ARORA MOTERS
JODHPUR
Submitted in partial fulfillment for the Award of Degree of

2
Master of Business Administration (M.B.A)
(2014-2015)
Submitted To: Submitted By:
Dr. Ashish Mathur Arpit Joshi
MBA III Sem

PREFACE
This project study has been conducted in lieu of requirement laid
down for the degree of course of master of business
administration. Under this requirement, every student is supposed
to undergo summer training in the industrial unit or commercial
organization. It enables the students to understand the practical
aspect of the conceptual studies learned by them in the
commercial subject.
This project titled “MARKETING STRATEGIES & SALES
REGARDING ARORA MOTORS” being submitted by me.
All sources of information and help are authentic and have been
acknowledged in the report.
Implementing and learning the concepts of MARKETING in a
work place provides an opportunity to learn practically. I got the
chance to apply our theory and acquaint myself with the
functioning of MARKET methodology.

4
Real learning places its worth only when it gives sweet fruits in
future. Summer training is one way to learn at work. I enjoyed the
interesting experience and every part of it.
ACKNOWLEDGEMENT
At the outset, I would like to thank the staff of ARORA MOTORS
for giving me the approval and co -operating me in my project and
as well as giving me guidance in the problems faced.
I thank my Project Guide Mr. JYOTI PRAKASH ARORA
(Partner). For his encouragement and contribution of time, counsel
and materials.
A heartfelt thank to the many respondents surveyed whose ideas,
critical insights and suggestions have been invaluable in the
preparation of this report.

Table of contents
PARTICULARS
1 Introduction
2 Company Profile
3 Main Chapte r
Marke ting and Sale s
Corporate profile and divisions
Products
Honda Engine s
Curre nt marke t position
Othe r Se rvice s
4 RESEARCH METHODOLOGY
RESEARCH OBJECTIVE
SOURCES OF DATA
RESEARCH DESIGN
DATA SOURCES
SCOPE OF THE STUDY
Data analysis
Que stionnaire s analysis
5 Data Analysis and Findings
6 Conclusions
7 Appe ndix
Bibliography
Que stionnaire s

6
INTRODUCTION
“THE POWER OF DREAMS”
Honda Motor Company, Ltd. is a Japanese public multinational corporation
primarily known as a manufacturer of automobiles and motorcycles.
Honda has been the world's largest motorcycle manufacturer since 1959,as well
as the world's largest manufacturer of internal combustion
engines measured by volume ,producing more than 14 million internal
combustion engines each year .Honda surpassed Nissan in 2001 to become the
second-largest Japanese automobile manufacturer.
As of August 2008, Honda surpassed Chrysler as the fourth largest automobile
manufacturer in the United States .Honda is the sixth largest automobile
manufacturer in the world.
Honda was the first Japanese automobile manufacturer to release a dedicated
luxury brand, Acura, in 1986.Aside from their core automobile and motorcycle
businesses,
Honda also manufactures garden equipment, marine engines, personal watercraft
and power generators, among st others. Since 1986, Honda has been involved
with artificial intelligence/robotics research and released their ASIMO robot in
2000. They have also ventured into aerospace with the establishment of GE
Honda Aero Engines in 2004 and the Honda HA-420 Honda Jet,

scheduled to be released in 2011. Honda spends about 5% of its revenues into
R&D.
COMPANY’S PROFILE
From a young age, Honda's founder, Soichiro Honda ( Honda Sōichirō)
(November 17, 1906 – August 5, 1991) had a great interest in automobiles. He
worked as a mechanic at a Japanese tuning shop, Art Shokai, where he tuned cars
and entered them in races. A self-taught engineer, he later worked on a piston
design which he hoped to sell to Toyota. The first drafts of his design were
rejected, and Soichiro worked painstakingly to perfect the design, even going
back to school and pawning his wife's jewelry for collateral. Eventually, he won a
contract with Toyota and built a factory to construct pistons for them, which was
destroyed in an earthquake. Due to a gasoline shortage during World War II,
Honda was unable to use his car, and his novel idea of attaching a small engine to
his bicycle attracted much curiosity. He then established the Honda Technical
Research Institute in Hamamatsu, Japan, to develop and produce small 2-cycle
motorbike engines. Calling upon 18,000 bicycle shop owners across Japan to take

8
part in revitalizing a nation torn apart by war, Soichiro received enough capital to
engineer his first motorcycle, the Honda Cub. This marked the beginning of
Honda Motor Company, which would grow a short time later to be the world's
largest manufacturer of motorcycles by 1964.
The first production automobile from Honda was the T360 mini pick-up truck,
which went on sale in August 1963.[10] Powered by a small 356 cc straight-4
gasoline engine, it was classified under the cheaper Kei car tax bracket.[citation
needed] The first production car from Honda was the S500 sports car, which
followed the T360 into production in October 1963. Its chain driven rear wheels
point to Honda's motorcycle origins.
“ARORA MOTORS”, JODHPUR

The showroom started in the year 2005 in Jodhpur they purchase their products
from Noida there these vehicle are manufactured. The main moto of Arora Motors
is to earn profit while satisfying the needs of the customers and by providing the
best service facility.
To achieve customer satisfaction there are various departments each work is
divided among different members of the company according to their abilities
.They purchase their product from Noida then sale them here in Rajasthan,
Jodhpur.
The various departments of Arora Motors are-
1.Sales
2.Finance
3.Accounts
4.Service

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MARKETING AND SALES
Marketing-
Marketing is used to identify the customer, satisfy the customer, and keep the
customer. With the customer as the focus of its activities, marketing management
is one of the major components of business management. Marketing evolved to
meet the stasis in developing new markets caused by mature markets and over
capacities in the last 2-3 centuries.[citation needed] The adoption of marketing
strategies requires businesses to shift their focus from production to the perceived
needs and wants of their customers as the means of staying profitable.[citation
needed]
The term marketing concept holds that achieving organizational goals depends on
knowing the needs and wants of target markets and delivering the desired
satisfactions. It proposes that in order to satisfy its organizational objectives, an
organization should anticipate the needs and wants of consumers and satisfy these
more effectively than competitors.
The term developed from an original meaning which referred literally to going to
a market to buy or sell goods or services. Seen from a systems point of view, sales

process engineering marketing is "a set of processes that are interconnected and
interdependent with other functions, whose methods can be improved using a
variety of relatively new approaches."
SALES-
A sale is the act of selling a product or service in return for money or other
compensation. It is an act of completion of a commercial activity.
The seller or salesperson – the provider of the goods or services – completes a
sale in response to an acquisition or to an appropriation[citation needed] or to a
request. There follows the passing of title (property or ownership) in the item, and
the application and due settlement of a price, the obligation for which arises due

12
to the seller's requirement to pass ownership. Ideally, a seller agrees upon a price
at which he willingly parts with ownership of or any claim upon the item. The
purchaser, though a party to the sale, does not execute the sale, only the seller
does that. To be precise the sale completes prior to the payment and gives rise to
the obligation of payment. If the seller completes the first two above stages
(consent and passing ownership) of the sale prior to settlement of the price, the
sale remains valid and gives rise to an obligation to pay.
Honda Motor Corp. (NYSE:HMC) racked up strong profits on a surge in auto
sales in its second quarter. The automaker had strong sales both in the U.S. and
Japan, and raised the forecast for its full year.
Honda's Quarter
For its second quarter in fiscal 2011, Honda sold 898,000 automobiles, an
increase of 7%. Honda's revenue increased 13.5% in North America and 16% in
Japan. Total revenue was up 9.5% overall, to $26.85 billion, up from $24.5 billion
a year ago. Net income was $1.62 billion (90 cents per share), an increase from
$644.8 million or 36 cents a share in the year ago quarter. Honda's strong earnings
report follows Ford Motor's (NYSE:F) strong earnings report of last week, as the
auto industry continues to gradually recover from the recession.
Behind the Numbers

Honda cited its capital expenditure cuts, an improved product mix as well as
increased production as all contributing to the increased earnings. In addition to
its robust auto sales, Honda also posted strong motorcycle sales, as it sold 2.73
million, and had a 23.6% increase in sales in its power-products division. Overall
revenue in Asia was higher, but European revenue was a soft spot, as sales fell by
26%. The strong quarter's overall sales led the company to forecast a 10%
increase in profit for the year, despite projections of lower revenue increases for
its year ending in March, 2011. Revenue is expected to increase 4.9% to $107.39
billion, instead of the earlier projection of 6.1% of $108.59 billion.
Auto Industry Grows More Competitive
Ford's recent earnings report highlighted its gains in market share, among other
positives. The auto industry has been roiled in the last few years by the significant
changes in the fortunes of the U.S. automakers as well as the increasing vigor of
foreign competitors. Yet, thriving automakers such as Honda and Toyota Motors
(NYSE:TM) are pressured, too.
Honda is entering the electric car parade, for example, as it will be introducing its
prototype this month. Nissan (OTC:NSANY) is following Toyota's Prius hybrid
with its all-electric Leaf. The future of all-electrics, such as what tiny Tesla
Motors (Nasdaq:TSLA) is banking on completely, is anyone's guess. Yet all-
electrics, not just hybrids, is a product area that most automakers have to enter, if
only because the other companies are doing so.

14
Hyundai Looms
Electric cars and hybrids aside, the fight for market share is getting more crowded
by the changing strengths of the companies. Privately owned South Korean
automaker Hyundai, which recently posted a quarterly profit of $1.2 billion, is a
serious player in the global market. Its U.S. sales increased 19% in 2009, while its
affiliated company, Kia Motors, grew sales 12% in the U.S. Hyundai is making
well-built, nicely styled cars that are moderately priced, something of a reprise of
the Toyota formula of previous decades. How well Hyundai continues to build its
strength will determine how much of a long-term challenger it will be in the
global auto market.
Honda's Outlook
The projected profit increase for Honda's fiscal 2011 is a positive sign; the lower
revenue increase, not as much. Honda, like most of the automakers, is still
clawing back toward per-recessionary numbers. While its earnings and revenues
improve, the company's balance sheet is fairly healthy. Honda has more than $15
billion in cash and cash equivalents, an increase from the roughly $11 billion it
had last year. Honda's long-term debt is slightly more than $36 billion, though its
cash flow from operations was down to $8 billion from $11.6 billion in the first
half of its fiscal 2011.

The Bottom Line
The stock trades at a 21.6 P/E but a forward multiple of only 12. Investors need to
focus carefully on the fundamentals of the auto business, such as unit sales and
market share. Honda's in the mix to be considered, but we'd wait to see quarter-to-
quarter if it can keep rolling along and sustain these gains. (For related reading,
see Analyzing Auto Stocks.)
Use the Investopedia Stock Simulator to trade the stocks mentioned in this stock
analysis, risk free!

16
Corporate profile and divisions
Honda is headquartered in Minato, Tokyo, Japan. Their shares trade on the Tokyo
Stock Exchange
and the New York Stock Exchange, as well as exchanges in Osaka, Nagoya,
Sapporo, Kyoto, Fukuoka, London, Paris and Switzerland. The company has
assembly plants around the globe. These plants are located in China, the United
States, Pakistan, Canada, England, Japan, Belgium, Brazil, New Zealand,
Indonesia, India, Thailand, Turkey, Taiwan and Perú. As of July 2012, 89 percent
of Honda and Acura vehicles sold in the United States were built in North
American plants, up from 82.2 percent a year earlier. This shields profits from the
yen’s advance to a 15-year high against the dollar.
Honda's Net Sales and Other Operating Revenue by Geographical Regions in
2013
Geographic Region Total revenue (in millions of ¥)
Japan 1,681,190
North America 5,980,876
Europe 1,236,757
Asia 1,283,154
Others 905,163

American Honda Motor Company is based in Torrance, California. Honda
Canada Inc. is headquartered in the Scarborough district of Toronto, Ontario, and
is building new corporate headquarters in Markham, Ontario, scheduled to
relocate in 2008; their manufacturing division, Honda of Canada Manufacturing,
is based in Alliston, Ontario. Honda has also created joint ventures around the
world, such as Honda Siel Cars and Hero Honda Motorcycles in India,
Guangzhou Honda and Dongfeng Honda in China, Boon Siew Honda in Malaysia
and Honda Atlas in Pakistan.
Product Detail
ARORA MOTORS is one of the prominent subsidiaries o f HONDA
group. The activities of the company being parallel to its
objective are very wide and cover all the components of a HONDA
They offer complete solutions that address all your financial requirements, covers
it all. This wide range of products is delivered to you with a genuine
understanding of your specific need and warm, personalised service. ARORA
MOTORS, it's not about selling you many different products — it's about
working out a holistic, pragmatic solution that addresses your financial needs.
Through their varied products,they commit themselves to becoming “BEST
company to the customer. Honda is the largest motorcycle manufacturer in Japan
and has been since it started production in 1955.At its peak in 1982, Honda
manufactured almost 3 million motorcycles annually. By 2006 this figure had
reduced to around 550,000 but was still higher than its three domestic
competitors.

18
During the 1960s, when it was a small manufacturer, Honda broke out of the
Japanese motorcycle market and began exporting to the U.S. Taking Honda’s
story as an archetype of the smaller manufacturer entering a new market already
occupied by highly dominant competitors, the story of their market entry, and
their subsequent huge success in the U.S. and around the world, has been the
subject of some academic controversy. Competing explanations have been
advanced to explain Honda’s strategy and the reasons for their success.
The first of these explanations was put forward when, in 1975, Boston Consulting
Group (BCG) was commissioned by the UK government to write a report
explaining why and how the British motorcycle industry had been out-competed
by its Japanese competitors. The report concluded that the Japanese firms,
including Honda, had sought a very high scale of production (they had made a
large number of motorbikes) in order to benefit from economies of scale and
learning curve effects. It blamed the decline of the British motorcycle industry on
the failure of British managers to invest enough in their businesses to profit from
economies of scale and scope.
2004 Honda Super Cub
The second explanation was offered in 1984 by Richard Pascale, who had
interviewed the Honda executives responsible for the firm’s entry into the U.S.
market. As opposed to the tightly focused strategy of low cost and high scale that
BCG accredited to Honda, Pascale found that their entry into the U.S. market was
a story of “miscalculation, serendipity, and organizational learning” – in other

words, Honda’s success was due to the adaptability and hard work of its staff,
rather than any long term strategy. For example, Honda’s initial plan on entering
the U.S. was to compete in large motorcycles, around 300 cc. It was only when
the team found that the scooters they were using to get themselves around their
U.S. base of San Francisco attracted positive interest from consumers that they
came up with the idea of selling the Super Cub.
The most recent school of thought on Honda’s strategy was put forward by Gary
Hamel and C. K. Prahalad in 1989. Creating the concept of core competencies
with Honda as an example, they argued that Honda’s success was due to its focus
on leadership in the technology of internal combustion engines. For example, the
high power-to-weight ratio engines Honda produced for its racing bikes provided
technology and expertise which was transferable into mopeds. Honda's entry into
the U.S. motorcycle market during the 1960s is used as a case study for teaching
introductory strategy at business schools worldwide.
HONDA ENGINES
Honda engines powered the entire 33 -car starting field of the 2010
Indianapolis 500 and for the fifth consecutive race, there were no

20
engine-related retirements during the running of the Memorial
Day Classic.
Honda, despite being known as an engine company, has never built
a V8 for passenger vehicles. In the late 1990s, the company
resisted considerable pressure from its American dealers for a V8
engine (which would have seen use in top-of-the-line Honda SUVs
and Acuras), with American Honda reportedly sending one deal er
a shipment of V8 beverages to silence them.Honda considered
starting V8 production in the mid-2000s for larger Acura sedans, a
new version of the high end NSX sports car (which previously
used DOHC V6 engines with VTEC to achieve its high power
output) and possible future ventures into the American full -size
truck and SUV segment for both the Acura and Honda brands, but
this was cancelled in late 2008, with Honda citing environmental
and worldwide economic conditions as reasons for the termination
of this project.
Solar cells
Honda's solar cell subsidiary company Honda Soltec (Headquarters: Kikuchi-gun,
Kumamoto; President and CEO: Akio Kazusa) started sales throughout Japan of
thin-film solar cells for public and industrial use on 24 October 2008, after selling
solar cells for residential use since October 2007.
Mountain bikes

See also: Honda RN-01 G-cross Honda has also built a Downhill racing bike,
known as the Honda RN-01. Honda has taken on several people to pilot the bike,
among them is Greg Minnaar. The team is known as Team G Cross Honda. The
key feature of this bike is the gearbox, which replaces the standard Derailleur
found on most bikes.
Current market position
.With high fuel prices and a weak U.S. economy in June 2008, Honda reported a
1% sales increase while its rivals, including the Detroit Big Three and Toyota,
have reported double-digit losses. Honda's sales were up almost 20 percent from
the same month last year. The Civic and the Accord were in the top five list of
sales. Analysts have attributed this to two main factors. First, Honda's product
lineup consists of mostly small to mid-size, highly fuel-efficient vehicles.
Secondly, over the last ten years, Honda has designed its factories to be flexible,
in that they can be easily retooled to produce any Honda model that may be in-
demand at the moment.
Nonetheless, Honda, Nissan, and Toyota, were still not immune to the global
financial crisis of 2008, as these companies reduced their profitability forecasts.
The economic crisis has been spreading to other important players in the vehicle
related industries as well. In November 2009 the Nihon Keizai Shinbun reported
that Honda Motor exports have fallen 64.1%.

22
At the 2008 Beijing Auto Show, Honda presented the Li Nian ("concept" or
"idea") 5-door hatchback and announced that they were looking to develop an
entry-level brand exclusively for the Chinese market similar to Toyota's Scion
brand in the USA.The brand would be developed by a 50–50 joint-venture
established in 2007 with Guangzhou Automobile Industry Group.
Following the Japanese earthquake and tsunami in March 2011 Honda announced
plans to halve production at its UK plants.[citation needed] The decision was
made to put staff at the Swindon plant on a 2 day week until the end of May as
the manufacturer struggled to source supplies from Japan. It's thought around
22,500 cars were produced during this period.

OTHER SERVICES
Electric and alternative fuel vehicles
2009 Honda Civic GX hooked up to Phill refueling system
Top: Brazilian flexible-fuel Honda Civic. Below: U.S. Honda Civic Hybrid.
2010 Honda Insight hybrid electric vehicle (Second generation).
Honda FCX Clarity hydrogen fuel cell vehicle
Compressed natural gas
The Honda Civic GX is the only purpose-built natural gas vehicle (NGV)
commercially available in some parts of the U.S.The Honda Civic GX first
appeared in 1998 as a factory-modified Civic LX that had been designed to run
exclusively on compressed natural gas. The car looks and drives just like a
contemporary Honda Civic LX, but does not run on gasoline. In 2001, the Civic
GX was rated the cleanest-burning internal combustion engine in the world by the
U.S. Environmental Protection Agency (EPA).
First leased to the City of Los Angeles, in 2005, Honda started offering the GX
directly to the public through factory trained dealers certified to service the GX.
Before that, only fleets were eligible to purchase a new Civic GX. In 2006, the
Civic GX was released in New York, making it the second state where the

24
consumer is able to buy the car.Home refueling is available for the GX with the
addition of the Phill Home Refueling Appliance.
Flexible-fuel
Honda's Brazilian subsidiary launched flexible-fuel versions for the Honda Civic
and Honda Fit in late 2006.As others Brazilian flex-fuel vehicles, these models
run on any blend of hydrous ethanol (E100) and E20-E25 gasoline.Initially, and
in order to test the market preferences, the carmaker decided to produce a limited
share of the vehicles with flex-fuel engines, 33 percent of the Civic production
and 28 percent of the Fit models. Also, the sale price for the flex-fuel version was
higher than the respective gasoline versions, around US$1,000 premium for the
Civic, and US$650 for the Fit, despite the fact that all other flex-fuel vehicles sold
in Brazil had the same tag price as their gasoline versions. In July 2009, Honda
launched in the Brazilian market its third flexible-fuel car, the Honda City.
During the last two months of 2006, both flex-fuel models sold 2,427 cArs
against 8,546 gasoline-powered automobiles,[54] jumping to 41,990 flex-fuel
cars in 2007, and reaching 93,361 in 2008.Due to the success of the flex versions,
by early 2009 a hundred percent of Honda's automobile production for the
Brazilian market is now flexible-fuel, and only a small percentage of gasoline
version is produced in Brazil for exports.
In March 2009, Honda launched in the Brazilian market the first flex-fuel
motorcycle in the world. Produced by its Brazilian subsidiary Moto Honda da
Amazônia, the CG 150 Titan Mix is sold for around US$2,700.
Hybrid electric
In late 1999, Honda launched the first commercial hybrid electric car sold in the
U.S. market, the Honda Insight, just one month before the introduction of the
Toyota Prius, and initially sold for US$20,000. The first-generation Insight was
produced from 2000 to 2006 and had a fuel economy of 70 miles per US gallon
(3.4 L/100 km; 84 mpg-imp) for the EPA's highway rating, the most fuel-efficient
mass-produced car at the time. Total global sales for the Insight amounted to only
around 18,000 vehicles.

Honda introduced the second-generation Insight in its home nation of Japan in
February 2009, and released it in other markets through 2009 and in the U.S.
market in April 2009.At $19,800 as a five-door hatchback it will be the least
expensive hybrid available in the U.S. Honda expects to sell 200,000 of the
vehicles each year, with half of those sales in the United States.
Since 2002, Honda has also been selling the Honda Civic Hybrid (2003 model) in
the U.S. market,. It was followed by the Honda Accord Hybrid, offered in model
years 2005 through 2007. Sales of the Honda CR-Z began in Japan in February
2010, becoming Honda's third hybrid electric car in the market.
In an interview in early February 2012, a Honda executive disclosed that Honda
produces around 200,000 hybrids a year in Japan.
Hydrogen fuel cell
In Takanezawa, Japan, on 16 June 2008, Honda Motors produced the first
assembly-line FCX Clarity, a hybrid hydrogen fuel cell vehicle. More efficient
than a gas-electric hybrid vehicle, the FCX Clarity combines hydrogen and
oxygen from ordinary air to generate electricity for an electric motor.
The vehicle itself does not emit any pollutants and its only by products are heat
and water. The FCX Clarity also has an advantage over gas-electric hybrids in
that it does not use an internal combustion engine to propel itself. Like a gas-
electric hybrid, it uses a lithium ion battery to assist the fuel cell during
acceleration and capture energy through regenerative braking, thus improving
fuel efficiency. The lack of hydrogen filling stations throughout developed
countries will keep production volumes low. Honda will release the vehicle in
groups of 150. California is the only U.S. market with infrastructure for fueling
such a vehicle, though the number of stations is still limited. Building more
stations is expensive, as the California Air Resources Board (CARB) granted $6.8
million for four H2 fueling stations, costing $1.7 million USD each
Sports

26
In Australia, Honda advertised heavily during most motor racing
telecasts, and was the official sponsor of the 2006 FIA Formula 1
telecast on broadcaster channel "Ten". In fact, it was the only
manufacturer involved in the 2006 Indy Racing League season. In
a series of adverts promoting the history of Honda's racing
heritage, Honda claimed it "built" cars that won 72 Formula 1
Grand Prix. Skeptics[who?] have accused Honda of interpreting its
racing history rather liberally, saying that virtually all of the 72
victories were achieved by Honda powered (engined) machines,
whereas the cars themselves were designed and built by Lotus F1,
Williams F1, and McLaren F1 teams, respectively. However,
former and current staff of the McLaren F1 team have reiterated
that Honda contributed more than just engines and provided
various chassis, tooling, and aerodynamic parts as well as
funding. Ayrton Senna, arguably the greatest F1 driver of all time,
repeatedly stated that Honda probably played the most s ignificant
role in his three world championships. He had immense respect for
founder, Soichiro Honda, and had a good relationship with
Nobuhiko Kawamoto, the chairman of Honda at that time. Senna
once called Honda "the greatest company in the world".
As part of its marketing campaign, Honda is an official partner
and sponsor of the National Hockey League, the Anaheim Ducks
of the NHL, and the arena named after it: Honda Center. Honda
also sponsors The Honda Classic golf tournament and is a sponsor
of Major League Soccer. The "Honda Player of the Year" award is
presented in United States soccer. The "Honda Sports Award" is

given to the best female athlete in each of twelve college sports in
the United States. One of the twelve Honda Sports Award winners
is chosen to receive the Honda-Broderick Cup, as "Collegiate
Woman Athlete of the Year."
REASEARCH METHODOLOGY
As the title of the project suggests the purpose to study the access of prudential in
area like Jodhpur.
Research comprise defining and redefining problems, formulating hypothesis or
suggested solutions; collecting, organizing and evaluating data; making

28
deductions and reaching conclusions; and at last carefully testing the
conclusions to determine whether they fit the formulating Hypothesis.
In short, the search for Knowledge through Objective and Systematic method of
finding solutions to a problem is Research.
RESEARCH OBJECTIVES
Study how the work is conducted in HONDA showroom which provide company
high profits with customer satisfaction. Company compition with other
companies, other services provided by Honda, customer satisfaction level with
Honda.
SOURCES OF DATA
Data is collected from primary as well as secondary source.For primary data
customer were personally intervened and for secondary data. Annual report,
journals, internet and personal interview.
METHODOLOGY

The methodology adopted in conducting this survey was quite simple. First there
was collection of data from various sources. Then after scanning and properly
analyzing and interpreting the information available on hand, a final report was
prepared.
RESEARCH DESIGN
Type of Research: - Descriptive research
Descriptive research is also called Statistical Research. The main goal of this type
of research is to describe the data and characteristics about what is being studied.
The idea behind this type of research is to study frequencies, averages, and other
statistical calculations. Although this research is highly accurate, it does not gather
the causes behind a situation.
The regular interaction with the Customers and the Line Managers revealed about
the various strategies involved in performing business activities and gathering data
using various techniques and software applications
Descriptive research includes Surveys and fact-finding enquiries of different
kinds. The main characteristic of this method is that the researcher has no control
over the variables; he can only report what has happened or what is happening.

30
DATA SOURCES
There are two types of data:
PRIMARY DATA
The data that is collected first hand by someone specifically for the purpose of
facilitating the study is known as primary data. So in this research the data is
collected from respondents through questionnaire.
SECONDARY DATA
For the company information I had used secondary data like brochures, web site of
the company etc.
The Method used by me is Survey Method as the research done is Descriptive
Research.
RESEARCH INSTRUMENTS
Selected instrument for Data Collection for Survey is Questionnaire.
SAMPLE SIZE

The survey is conducted, simple statistical tools have been used in the present
study to analyze and interpret the data collected from the field. The study has
used percentile method and the data are presented in the form of diagrams.
SCOPE OF THE STUDY
Access the Market Potential of ARORA MOTORS, how the sale of the
vehicles is conduct, from where they purchase there vehicles n what other
facilities are provided to gain customer satisfaction.
DATA ANALYSIS
DATA REPRESENTATION
A. Consumer satisfaction Level in Honda Products
Q. NO (1) - Vehicle purchased from?

32
Q. NO. (2) – Average in compare of other ?
As it can be seen that the average of Honda vehicles are more as compare to
other companies.
Q. NO- (3) – Quality of Honda Products?

Honda products are known for its quality.
Q. NO- (4) if you are a Honda customer.
(A) Are you getting better services from Honda?
Key findings and suggestions – Most of the consumers are satisfied with quality,
so no more measures required to make changes.
(B) Are you getting the services at proper time?
65% of customers are satisfied with the services of Honda.

34
(c) Do you find Honda have better quality ?
Key findings and suggestions – 23 % people who are facing this problem will be
definitely satisfied in near future with the proposed plan of department to launch
100 new service center in different parts of city.
(D) Do you find Honda Bikes are better in performance?
Key findings and suggestions – 69% is a par value of satisfaction/
Data analysis showed Honda where only achieving only a 9%
conversion rate for its brochure requesters, significantly below an
achievable 25% conversion rate. Further analysis of Lead
Management practices showed that there was no follow up
programs in place either form Honda HQ or via the dealer body.

Primarily the dealerships responsibility, however sales staff where
not equipped to handle these leads effectively, leads where
therefore no longer passed to the dealer body.
CUSTOMER SATISFACTION
Providing customers with detailed estimates of charges prior to
performing automotive service and thorough explanations of
charges after completion of service has a strong positive impact
on customer satisfaction, according the JD Power Asia Pacific

36
2011 Vietnam Customer Service Index (CSI)
The study, now in its third year, measures new -vehicle owner
satisfaction with the after-sales service process by examining
dealership performance in five factors such as service quality,

vehicle pick-up, service facility, service advisor and service
initiation. CSI performance is reported as an index score based on
a 1,000-point scale, said the study.
The study further finds that satisfaction averages 831 among
customers who were provided a detailed estimate of service
charges when bringing their vehicle in for service and a
comprehensive explanation of charges at the time of vehicle pick -
up. This is 97 points higher than satisfact ion among customers
who are not given an estimate and explanation of charges (734).
On average, an estimated 60 percent of customers in 2011 indicate
receiving initial estimates and thorough explanations of charges
from their dealership or service centre.
Rajeev Nair, Senior MNnager, JD Power Asia Pacific, Singapore
said: “Vehicle ownership costs—including service costs—are
increasingly on the minds of customers, especially given the high
rates of inflation in Vietnam. An initial cost estimate allows
customers to have an idea of what they will eventually have to pay
for service and avoids unpleasant surprises later. Furthermore,
explaining items on the bill to customers is an opportunity for the
dealership to answer any questions about costs that may arise" .
Among the seven brands ranked in the study, Honda ranks highest
in overall satisfaction with a score of 848 and performs
particularly well in all five factors. Following Honda in the

38
rankings are Kia (836) and Toyota (822). Kia improves more than
any other brand from 2010. Overall satisfaction in 2011 averages
812, down by 18 points from 2010. Satisfaction declines in all
five factors, with the largest decrease in service facility.
'One of the factors contributing to the decrease in the industry
average from 2010 is the large number of recent recalls in
Vietnam,' said Nair. "Dealers were challenged with large numbers
of customers visiting their service bays due to these recalls.
Despite the surge in service volumes during the recall period,
dealerships worked hard to maintain high implementation rates of
dealership service standards. This helped alleviate some of the
dissatisfaction associated with having to make recall -related
service visits".
The study also finds that customers who are greeted at the
dealership by service advisors are notably more satisfied than
customers who are greeted by someone else on the service staff.
The proportion of service customers who indicate that the service
advisor was their first point of contact during a service visit has
increased to 86 percent in 2011 from 78 percent in 2010.
Customers appreciate being able to quickly hand over their
vehicle for service and explain their needs. Service advisors who
are prompt in attending to customers and assisting them in quickly
and smoothly turning the vehicle in for service may have a notable
positive effect on satisfaction".

Highly satisfied customers (satisfaction scores averaging 868 or
higher) are much more likely to recommend their dealer and
revisit them for service even when the warranty period is over,
compared with less-satisfied customers (scores below 775).
Among highly satisfied customers, 59 percent say they 'definitely
will' recommend their vehicle brand to their friends or relatives.
In comparison, only 25 percent of less-satisfied customers say the
same. Similarly, 68 percent of highly satisfied customers say they
'definitely will' revisit the same dealer for post -warranty service.
Among customers with satisfaction below 775, this figure declines
to 35 percent.
QUESTIONNAIRES ANALYSIS

40
1. Best motorcycle of Honda?
A. Honda Shine B.Honda CB Twister C. Honda Unicorn
2.Honda Shine or Hero splender which bike is good in average?
_________________________
3.Want to buy a new vehicle, it should give more mileage which
is the best one?
A.Honda activa B.Hero pleasure C.Mahindra rodeoduro & flyte
D.Tvs scooty
4. Which is the performance bike of Honda?
A.Unicorn B.Cbr 250
5. Best scooter of Honda?
A.Deo B.Activa C.Aviator
Customers related Questions-
6.Are you satisfied with your Honda vehicle?

7.Are you satisfied with the ‘SERVICES’ of Honda?
8.The date when you purchased your vehicle?
_____________
9.According to you which company is best in two -wheelers?
A.Honda B.Bajaj C.Tvs
10.Your opinion in regard of our company?
__________
ANALYSIS AND FINDINGS
REASON FOR CHOOSING HONDA
There are many reasons to insist on genuine Honda engines. Reasons like less
down time. Lower costs of ownership. Better performance. And a whole lot more:

42
EXPERIENCE COUNTS.
As the world’s largest engine manufacturer, Honda offers more engine experience
than anyone. Experience born on racetracks and roadways around the globe.
Experience that keeps us on the cutting edge of engine performance technology.
We’ve got a well-earned reputation for our engine quality and performance. When
you choose a Honda engine, or a product powered by Honda, you know what
you’re getting. An engine you can count on, now and in the future.
SUPERIOR PERFORMANCE.
Better fuel efficiency. Higher power output. Quieter performance. Easier to use.
No matter how you define superior engine performance, Honda engines set the
standard.
What’s our secret? Best in class engineering and technology. From our amazingly
compact mini 4-stroke engines to the intelligent power of our iGX series, Honda
engines are truly built like no other.
Honda engine technology.
SUPERIOR RELIABILITY AND QUALITY. GUARANTEED.

Honda sets the standard for reliable, hard-working engines. Our engines are built
with high-quality components designed for optimum performance in the harshest
environments.
But don’t just take our word for it. Honda stands behind our engines with an
industry-leading three year commercial warranty on all GX engines, 100cc and
larger.
Or ask a Honda engine owner. Next time you visit a rental center, see a landscape
truck, or pass by a construction site, you’ll probably see a Honda GX engine-
powered piece of equipment. Stop and ask them what they think of the Honda
engine. Chances are they’ll tell you they wouldn’t use anything else.
LEGENDARY EASY STARTING
Honda engines are renowned for being easy to start, consistently. From our
unique automatic mechanical decompression system to heavy duty recoil ropes to
more advanced variable ignition timing, our engines are designed with quick,
easy starts in mind.
ENVIRONMENTAL FOCUS
Honda is committed to producing one engine for use in all 50 states. Honda
engines meet the new, more stringent CARB emission requirements, and will be
ready for the future lower EPA and CARB standards as they are introduced.

44
In addition, Honda engines meet CARB exhaust emission requirements without
the use of a catalytic converter.
NATIONWIDE PARTS AND SERVICE SUPPORT
Honda understands the importance of getting you back to work quickly. Honda
has a vast nationwide support network of over 14,000 dealers.
From parts to service, Honda engine dealers are there to assist you whenever and
wherever you need it. Find a Honda engine dealer.
THE SUPERIOR CHOICE FOR MANUFACTURERS
Hundreds of OEMs trust Honda to power their products for instant credibility.
SATISFACTION LEVEL WITH HONDA HOURS (10 am to 7 pm)
CONCLUSION

1. HONDA is Leading company in the country, it provides a variety of
products and services to different segments of customers.
2. The ARORA MOTORS aims to serve customers hence different products
designed to suit specific requirements of the above.
3. Aims to serve all classes of the society from the salaried middle class to the
high income business class.
4. Customers get the facility to purchase the vehicle in cash or finance.
5. To increase the sale they setup canopy at various places of city.
6. The Honda has been very successful in enlarging its customer base during the
last couple of years
7. The Number One Reason of people choosing Honda is the Brand
Name/Reputation of the Honda. Hence it should be careful that the Brand name
and Goodwill should be maintained.

46
8. The Biggest competitors of the Honda are Bajaj and Yamaha
9. Arora Motors also provide sports bike to customers on order.
10. Overall the customers appreciate the service and products offered by the
Dharm Honda and are willing to recommend the Honda to their acquaintances .
GENERAL FINDINGS
1. Honda bikes and scooters are best with best engine, comfort, service facilities.
2. Value for money
3. The servicing of vehicle is done with high tec machines.
4. Honda have good market standing in country today.
5. Advertisements and Freebies can be used to attract more customers.

BIBLIOGRAPHY
There was immense need and flow of the information while conducting the
analysis as well as while writing the thesis report, which was gathered through
various sources mentioned below:
 Various Magazines and Newspapers such as
Outlook
Financial Times

48
The Economic Times
The Times of India
The Hindustan Times
 Internet
www.honda. com
www.google.com
www.economictimes.com
QUESTIONNAIRE
NAME ___________________________________________

ADDRESS ________________________________________
AGE
Below 25 years 25 to 40 40 to 55 Above 55 years
OCCUPATION
Business Professional Service Student Others
ANNUAL INCOME
Less than 1.5 Lakh 1.5 Lakh to 3 Lakh 3 Lakh to 4.5 Lakh
above 5 Lakh
1. Which vehicle you will purchase?
Honda Activa
Honda Aviator
Honda Deo
Honda Shine
Honda Cb Twister
Honda Stunner
Honda Unicorn
Honda Cbr 250R

50
2.Do you believe that HONDA provide superior services than other companies?
Yes No
3.Do you believe average of Honda bikes are better then other?
Yes No
4. Are you satisfied with the services of Honda?
Yes No
5.When you purchased your vehicle?
_______________
6.Time period when you give your vehicle for service?
_______________
7.The quality of Honda vehicle are superior then other?

Yes No
8.Why you want to purchase Honda vehicle?
_______________
9.According to you Honda vehicle is better than other reason?
_______________
10. Do you agree with the view that your money would be safe Honda services?
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree

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