bba internship

1. See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/362646958
INTERNSHIP REPORT ON A STUDY ON 'SALESMANSHIP' WITH REFERENCE
TO MANDOVI MOTORS PRIVATE LIMITED MANGALORE.
Preprint · August 2022
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2. SRINIVAS UNIVERSITY
INSTITUTE OF MANAGEMENT & COMMERCE
CITY CAMPUS, PANDESHWAR, MANGALORE - 575001
Internship Report
On
A STUDY ON ‘SALESMANSHIP’ WITH REFERENCE TO
MANDOVI MOTORS PRIVATE LIMITED MANGALORE.
2019 – 2022
SUPERVISED BY:
PROF. VINUTHA H K
ASSISTANT PROFESSOR
DEPARTMENT OF BBA (HN)
IMC, SRINIVAS UNIVERSITY
SUBMITTED BY:
SAHIL M RAI
ROLL NO: 2SU19HN030
BBA (HONOURS)
BACHELOR DEGREE IN BUSINESS ADMINISTRATION
(HONOURS)

3. COMPANY CERTIFICATE

4. DECLARATION
I, SAHIL M RAI hereby declare that the internship report entitled “A STUDY ON
SALESMANSHIP” WITH REFERENCE TO “MANDOVI MOTORS PRIVATE
LIMITED” has been prepared by me under the guidance of PROF. VINUTHA H K,
faculty of INSTITUTE OF MANAGEMENT AND COMMERCE, SRINIVAS
UNIVERSITY affiliated to Srinivas University, in partial fulfilment of the
requirements for the award of the BACHELOR DEGREE IN BUSINESS
ADMINISTRATION during the year of 2021-2022.
I have undergone a summer internship for a period of 3 months. I further declared that
this report is based on the original study undertaken by me and has not been submitted
of any degree or to any other institution.
DATE:
PLACE: SAHIL M RAI

5. Approval Sheet
Internship report
On
SALESMANSHIP
AT
MANDOVI MOTORS PRIVATE LIMITED
Supervisor : PROF. VINUTHA H K
Signature :
Name : PROF. VINUTHA H K
Designation : Assistant Professor
Institute of Management and Commerce
External Examiner
Signature :
Name :
Designation :
Dean
Signature :
Name : PROF. KEERTHAN RAJ
Designation : Dean, Institute of Management and Commerce

6. GUIDE CERTIFICATE
This is to certify the project report titled “A STUDY ON SALESMANSHIP”
WITH REFERENCE TO “MANDOVI MOTORS PRIVATE LIMITED,
MANGALORE” for the award of BACHELOR OF BUSINESS
ADMINISTRATION is a record of original and independent work carried out
by Mr. SAHIL M RAI, a student at SRINIVAS UNIVERSITY under my
provision and guidance. This has not too been previously submitted for the award
of any degree, post-graduation degree or diploma of any other universities.
DATE : PROF. VINUTHA H K
PLACE : MANGALORE FACULTY, IMC
SRINIVAS UNIVERSITY

7. CERTIFICATE
This is to certify that Mr. SAHIL M RAI, is a bonafide student of BBA final
semester of (2019 – 2022 batches), at SRINIVAS UNIVERSITY, Institute of
Management and Commerce, Pandeshwar, City Campus, Mangalore. This
Internship report titled “A STUDY ON SALESMANSHIP WITH
REFERENCE TO MANDOVI MOTORS PRIVATE LIMITED” has been
prepared by her in partial fulfilment of the requirement for the award of the
degree of BACHELOR OF BUSINESS ADMINISTRATION under the
supervision of Prof. VINUTHA H K, Faculty, of this institute.
DATE: PROF. KEERTHAN RAJ
PLACE – MANGALORE DEAN, IMC
SRINIVAS UNIVERSITY

8. ACKNOWLEDGEMENT
I, Mr. SAHIL M RAI express my sincere thanks and gratitude to all those who have
directlyor indirectly helped me to complete my Internship Report successfully.
This project work is completed with an immense amount of commitment, advice,
encouragement, and guidance of the people whom I could personally acknowledge.
I would like to express my sincere gratitude to DR. P S AITHAL, Vice Chancellor,
SRINIVAS UNIVERSITY, MANGALORE, for his active support and guidance during
the course of my studies at this Institute.
I am greatly indebted to PROF. KEERTHAN RAJ, Dean, Institute of Management
and Commerce, Srinivas University for her encouragement for preparing this Project
work,
I am also grateful to PROF. A.K. ANEESH, Course Coordinator, Institute of
Management and Commerce, Srinivas University for his support for preparing this
Project work.
I am also thankful to PROF. VINUTHA H K, Guide, Institute of Management and
Commerce, Srinivas University for her kind cooperation, help, guidance,
encouragement supervision, and feed backs which enabled me to prepare a well-
executed report.
Then I especially want to acknowledge MANDOVI MOTORS PRIVATE
LIMITED, MANGALORE for their support, guidance, and patience Without their
kind supervision, preparing this report would be very difficult. I am also thankful to
them for providing me all the relevant, and available information to have a clear aspect
on the subjects. They provide me the guidance and counselling during my entire
internship program. Their continuous and well- thought feed backs which enabled me
to make this report a Comprehensive One.
I take this opportunity to extend thanks to all who have helped me and encouraged me
throughout in bringing the best of this project.
SAHIL M RAI

9. ABSTRACT
The internship was concentrated on the car sales. At the beginning of the internship l
had several queries in my mind regarding the different technologies used in Maruti
Suzuki and what skills are needed in organization. During my internship several queries
are cleared by doing some activities. The objective of this internship is to gather
information about the sales and the major-minor problem that can be observed in day
to day life. In the showroom, I have learnt the rules and instruction which helps me in
understanding while interacting with customers. So, this internship was a great
experience. I found out how much I am strong in automobile field. I gained new
knowledge and skills and met many new people. I achieved many of my learning goals.
I got insight into the work of an organization. The financing is an important factor and
forces to be flexible in attitude and approach. I learned more about dealing with the
customers. Working together with the different background peoples and by education
these threats have to be approached to succeed in my internship the sharing of
knowledge, ideas and opinions is of importance. There is still a lot of discover and other
methods can be improved. At last this internship has given me new insights and
motivation to work hard to achieve the goals and target on time.

10. EXECUTIVE SUMMARY
This Research Report is based on automobile sector as the automobile sector is growing
at a very good pace. The reason behind selecting MARUTI SUZUKI is that it is one of
the India’s leading automaker, offering a full range of models. The report title is “The
study on Salesmanship with special references to Mandovi Motors Private Limited”.
Due to the limited resources and time constraints, only 23 sample sizes was taken and
data is selected from the customers of Mangalore city only. The research was conducted
through collection of primary and secondary data. Secondary data was collected
through various websites, automobile magazines and other reliable sources. Primary
data was collected through a well framed questionnaire of which later a detailed
analysis was done using various statistical IT tools like MS Word and MS Excel.
Getting a new customer is difficult, and then retaining a current customer is more
difficult. It is estimated that the cost of attracting a new customer is five times the cost
of retaining current customer. It requires a good deal of efforts to induce satisfied
customer to switch away from their current preference. Mandovi Motors Private
Limited has a very good market share in the Mangalore. The company is offering good
services which are reflected on the satisfaction of the customer. Majority of the
customers are satisfied with the performance and the facilities provided by the Mandovi
Motors Private Limited. Hence a detailed study at the salesmanship and various
facilities adopted by Maruti Suzuki and Mandovi Motors Private Limited gives
customers excellent opportunity to be benefited from it.

11. TABLE OF CONTENTS
CHAPTER
NO.
PARTICULARS PAGE
NO.
CHAPTER 1 INTRODUCTION 1-33
CHAPTER 2 OVERVIEW OF THE ORGANIZATION 34-75
CHAPTER 3 WHAT I HAVE LEARNED? 76-112
CHAPTER 4 SWOT ANALYSIS, DATA ANALYSES AND
INTERPRETATION
113-128
CHAPTER5 FINDINGS, SUGGESTIONS AND
CONCLUSION
129-132
CHAPTER 6 BIBLIOGRAPHY 133-134
CHAPTER7 ANNEXURE 135-140

12. LIST OF TABLES
Table No. Title of the Table Page No.
4.2.1 AGE WISE CLASSIFICATION 115
4.2.2 GENDER WISE CLASSIFICATION 116
4.2.3 ANNUAL INCOME WISE CLASSIFICATION 117
4.2.4 OCCUPATION WISE CLASSIFICATION 118
4.2.5 TEST DRIVE FACILITY AVAILED 119
4.2.6 HARD COPY PRINT BROCHURE 120
4.2.7 MODE OF INSURANCE 121
4.2.8 MODE OF FULL PAYMENT 122
4.2.9 EXTENDED WARRANTY OPTION 123
4.2.10 VARIANT PREFERENCE 124
4.2.11 GEARBOX OPTIONS 125
4.2.12 FUEL OPTION 126
4.2.13 PAINT SCHEME 127
4.2.14 TYPES OF CUSTOMERS 128

13. LIST OF CHARTS
Table No. Title of the charts Page No.
4.2.1 AGE WISE CLASSIFICATION 115
4.2.2 GENDER WISE CLASSIFICATION 116
4.2.3 ANNUAL INCOME WISE CLASSIFICATION 117
4.2.4 OCCUPATION WISE CLASSIFICATION 118
4.2.5 TEST DRIVE FACILITY AVAILED 119
4.2.6 HARD COPY PRINT BROCHURE 120
4.2.7 MODE OF INSURANCE 121
4.2.8 MODE OF FULL PAYMENT 122
4.2.9 EXTENDED WARRANTY OPTION 123
4.2.10 VARIANT PREFERENCE 124
4.2.11 GEARBOX OPTIONS 125
4.2.12 FUEL OPTION 126
4.2.13 PAINT SCHEME 127
4.2.14 TYPES OF CUSTOMERS 128

14. 1
CHAPTER-1
INTRODUCTION

15. 2
CHAPTER 1
INTRODUCTION OF THE REPORT
1.1 BACKGROUND
INDIAN AUTOMOBILE HISTORY During the 1920s, cars exhibited design
refinement such as pressed-steel wheels, and four wheel brakes. The origin of
automobile is not certain. In this section of automobile history, we will only discuss
about the phases of automobile in the development and modernization process since the
first car was shipped to India. We will start automotive history from the point of time.
The automobile industry has changed the way people live and work. The earliest of
modern cars was manufactured in the year 1895. Shortly the first appearance of the car
followed in India. As the century turned, three cars were imported in Mumbai (India).
Within decade there were total of 1025 cars in the city.
The dawn of automobile actually goes back to 4000 years when the first wheel was
used for transportation in India. In the beginning of 15th century Portuguese arrived in
China and the interaction of the two cultures led to a variety of new technologies,
including the creation of a wheel that turned under its own power. By 1600s small
steam-powered engine models was developed, but it took another century before a full-
sized engine-powered vehicle was created. The actual horseless carriage was
introduced in the year 1893 by brothers Charles and Frank Duryea. It was the first
internal-combustion motor car of America, and it was followed by Henry Ford’s first
experimental car that same year.
One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver
Ghost that featured a quiet 6-cylinder engine, leather interior, folding windscreens and
hood, and an aluminum body. It was usually driven by chauffeurs and emphasis was on
comfort and style rather than speed. During the 1920s, the cars exhibited design
refinements such as balloon tires, pressed-steel wheels, and four-wheel brakes. Graham
Paige OC Phaeton of 1929 featured an 8-cylinder engine and an aluminum body. The
1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that suited
more to the needs of families. In 1930s, vehicles were less boxy and more streamlined
than their predecessors. The 1940s saw features like automatic transmission, sealed-
beam headlights, and tubeless tires. The year 1957 brought powerful high-performance
cars such as Mercedes-Benz 300 SL. It was built on compact and stylized lines, and

16. 3
was capable of 230kmh (144moh). This was the Indian automobile history, and today
modern cars are generally light, aero-dynamically shaped, and compact. In India there
are 100 people per vehicle, while this figure is 82 in China. It is expected that Indian
automobile industry will achieve mass motorization status. The high growth in the
Indian economy has resulted in many foreign car manufacturers entering the Indian
market. Rolls Royce, Bentley and Maybach are examples of the few high end
automobile manufacturers to enter India in the recent years. Chennai is the automobile
capital in India. It has a lot of foreign direct investment in automobile industry. Chennai
is often called as the ‘Detroit of Asia’. The Indian automobile industry has matured
over the years and is now highly competitive with major Japanese, Korean, European
and Indian companies all holding significant market shares. In addition to foreign
models like the Hyundai Santro and the Ford Escort various indigenous cars like the
Tata Indica and the Mahindra and Mahindra SUV, the Scorpio are also popular. These
cars exported to the markets worldwide. An electric car is also manufactured by a local
company, REVA. Tata Motors plans to produce the world’s first air poured in
partnership with MDI of France.
The passenger vehicle sales in Indian crossed the one million mark in 2005. This
segment grows at 10-15% annually. Around 85% of the cars sold in India are financed
as against the global overage of 70%. In neighboring China, only 15-20% vehicles are
financed. There are only three cars in India for 1000 people in the United States.
Goldman Sachs has predicted that India will have the maximum number of cars on the
planet by 2050 overtaking the United States. A well developed transport network
indicates a well developed economy. For rapid developed a well-developed and well-
knit transportation system is essential. As Indian’s transport network is developing at a
fast pace, Automobile Industry is growing too. Also, the industry has strongly
background and forward linkages and hence provides employment to a large section of
the population. Thus the role of Automobile Industry cannot be overlooked in Indian
Economy. All kinds of vehicle are produced by the Automobile Industry. It includes
the manufacture of trucks, buses, passenger, cars, defense vehicles, two wheelers etc.
The industry can be broadly divided into the cars manufacturing, two wheelers
manufacturing and heavy vehicle manufacturing units.

17. 4
1.2 REVIEW OF THE LITERATURE
Literature review which covers way for an understanding of the areas of research which
is already undertaken on the potential areas which are yet to be covered. In this way an
attempt has made to a brief survey of the work already undertaken on the field of
salesmanship and their performance in automobile sector.
Ronald J Cress (1973)
The author have identified that the project described offers an approach to providing
occupational skills to socially and educationally handicapped youth, specifically the
skills necessary for a service station attendant in driveway salesmanship and auto care.
The 10-page evaluation report presents project goals and objectives with evaluation
data (represented graphically) and evaluator's comments, and proposed modifications
and additions for the following year. The six tests used in evaluating the learners'
acquisition of skills consonent with the project's objectives are appended.
Harper & Brothers, (1922)
The author have identified that The psychology of salesmanship is chiefly concerned
with two things—the mental equipment of the salesman and the interaction between the
salesman and the buyer. A proper understanding of these two things has been found by
successful salesmen to be of unusual advantage in their work. By the mental equipment
of the salesman is understood (1) his knowledge of his goods,(2) his attitude toward his
work, and (3) the methods by which he aims to effect a sale. This chapter briefly
considers these three factors in order
Harry D Kitson(1922)
The author have identified that Reports the results obtained from a study of 600
salesmen selling staple and specialty products. The salesmen were ranked by their
salesmanagers according to the commissions they earned during one year, and were
then divided into three equal groups, high, intermediate, and low. Comparisons were

18. 5
made between selling ability and the factors height and weight. Correlation coefficients
showed no significant relationships to exist
Ling Chen, Yue-Ping Zhou, Da-Ren He(2007)
The author have identified and empirically investigated the top electronic company
salesmanship network. In the network the vertices are defined as companies, two
vertices are connected by an edge when they sale a common product. A product is
defined as an act. The total sale income is defined as the vertex weight. Some statistical
properties have been obtained. Among the properties, weight properties are more
interesting. The cumulative vertex weight distribution shows a power law, the
relationship between the averaged weight of the vertices, which have the same
Martin Lowe(1959) The author have identified that Many American exporters are
failing to realize the full potential for their products in Latin America because they are
neglecting a key factor in the sales picture--the salesmen on the spot.
Michel Villette(2001)
In this article,an abridged, commentated version of a diary kept by Lissia B. during her
internship in a hypermarket specialising in sporting goods. It is the diary of a novice
salesperson, describing her relations with customers, colleagues and managers, and
above all, the actual job of selling. It shows how this young graduate attempts to adjust
to the difficult economic situation of the years 1992-1998 and, in particular, how one
must transform oneself in order to sell and sell successfully.
Annette N Shelby(1980)
The author have identified that The concept of team teaching salesmanship
demonstrates theoretical and practical relationships between speech communication
and salesmanship. The challenge of maintaining intellectual integrity it the high risk,
results-oriented environment of sales is met through attention to four major topic'areas:
the purpose of the communication, the salesman as source, the sales message* and the
prospect as receiver. These topic areas are developed first from a theoretical perspective

19. 6
through lectures, examples from case studies and critical incidents, assigned readings,
and application exercises. Students are encouraged to" learn" the theory not se much
for its own sake as for its practical application. This integrated approach to the art of
persuasion reinforces the common theoretical base shared by the disciplines and applies
these principles to believable," real world', situations.(RL)
IKVING R ALLEN(1917)
The author have identified that Personal Efficiency, Applied Salesmanship, and Sales
Administration by Irving R. Allen . In the first part of the book the author discusses
four problems of salesmanship. In the second part of the boo, the author discusses sales
administration.(PsycINFO Database Record (c) 2016 APA, all rights reserved)
Deception as competence: The effect of occupation on ethical judgment and behaviour
Brian C Gunia, Emma Edelman Levine(2016)
The author have identified that Existing research assumes that deception undermines a
person’s trustworthiness and career prospects. Yet, in some occupations, deception
persists, and deceptive individuals seem to advance. The current research unpacks this
puzzle by exploring how deception is perceived and enacted across occupations.
Integrating research on trust, negotiations, and occupational stereotypes, we predict that
deception signals salesmanship, which signals competence and competence-based
trustworthiness in occupations thought to rely on salesmanship. As a result, individuals
aspiring to join high-salesmanship occupations actually engage in elevated levels of
deception. Four multi-method, multi-sample studies demonstrate that occupations
systematically vary in perceived salesmanship , that deception is seen as more
competent and worthy of competence-based trust in high- (e.g., advertising, investment
banking) than low- salesmanship occupations (e.g., accounting, non-profit), and that
deception thus emerges more frequently in high-salesmanship occupations. In addition
to suggesting interventions that could curb deception, these results extend theory in
several ways, particularly by documenting occupational variation in perceptions of trust
and deception.

20. 7
HARPERCOLLINS LEADERSHIP, 2015
The author have identified that To win more sales, don’t talk only to the people who
use your products or services, the below-the-line (BTL) buyers. Make your presentation
directly address the priorities of the senior executives, the above-the-line (ATL) buyers,
who make purchasing decisions at your prospect firms. Your firm’s marketing
department probably developed marketing materials for BTL buyers. These materials
tout your products and services’ features and benefits. But above-the-line buyers don’t
care about features and benefits. They have bigger concerns than how your product
helps lower-level people in their companies. ATL buyers don’t care who you are, who
your firm is or what it does. BTL buyers may want this information, but ATL buyers
aren’t interested.
HarperCollins Leadership, 2021
The author have identified that Amazing high-tech developments, including vast
automation, routinely appear today in B2B sales. A staggering 70% of B2B sales
processes are capable of being automated, a percentage that will increase in the future.
Sales reps who fail to stay current with today’s high-tech advances risk losing their
jobs. To staycommercially viable, reps must master sales data, AI and sales technology.
Additionally, they should develop or enhance their knowledge and expertise in
computer science, math and applied statistics – as well as in the use of spreadsheets.
Kogan Page, 2020 The author have identified that Sales has a venerable, colorful
history with profound societal implications. Selling has been around pretty much
forever. Archeologists uncovered reliable evidence of trade in Southwest Asia dating
back to 17000 BC. Zhang Qian, a Han Dynasty commercial pioneer in the court of
Emperor Wu, traveled on ambitious trade missions throughout the Mediterranean and
to India in the first and second centuries BC. He initiated the Silk Road, the ancient
world’s main trading route connecting East and West.
1.3 SALE
Sale is the pinnacle activity involved in selling products or services in return for money
or other compensation. It is an act of completion of a commercial activity. The “deal is
closed”, means the customer has consented to the proposed product or service by

21. 8
making full or partial payment (as in case of installments) to the seller. Sale is
completed by the seller, the owner of the goods. It starts with consent (or agreement) to
an acquisition or appropriation or request followed by 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 to the seller’s requirement to pass ownership, being a price the
seller is happy to part with ownership of or any claim upon the item. The purchaser,
though a party to the sale, does not execute the sale, only theseller 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 Marketing and sales are very
different, but have the same goal. Marketing improves the selling environment and
plays a very important role in sales. If the marketing department generates a potential
customers list, it can be beneficial for sales. The marketing department’s goal is to
increase the number of interactions between potential customers and the sales team
using promotional techniques such as advertising, sales promotion, publicity, and
public relations, creating new sales channels, or creating new products (new product
development), among other things.
In most large corporations, the marketing department is structured in a similar fashion
to the sales department and the managers of these teams must coordinate efforts in order
to drive profits and business success. For example, an “inbound” focused campaign
seeks to drive more customers sale is still valid and gives rise to an obligation to pay.
“through the door” giving the sales department a better chance of selling their product
to the consumer. A good marketing program would address any potential downsides as
well.
The Sales department’s goal would be to improve the interaction between the customer
and the sales facility or mechanism (example, web site) and/or salesperson. Sales
management would break down the selling process and then increase the effectiveness
of the discreet processes as well as the interaction between processes. For example, in
many out-bound sales environments, the typical process is out bound calling, the sales
pitch, handling objections, opportunity identification, and the close. Each step of the
process has sales-related issues, skills, and training needs as well as marketing solutions
to improve each discrete step, as well as the whole process.

22. 9
One further common complication of marketing involves the inability to measure
results for a great deal of marketing initiatives. In essence, many marketing and
advertising executives often lose sight of the objective of sales/ revenue/profit, as they
focus on establishing a creative/innovative program, without concern for the top or
bottom lines. Such is a fundamental pitfall of marketing for marketing’s sake.
Many companies find it challenging to get marketing and sales on the same page. Both
departments are different in nature, but handle very similar concepts and have to work
together for sales to be successful. Building a good relationship between the two that
encourages communication can be the key to success even in a down economy.
Some sales authors and consultants contend that an expertly planned and executed
marketing strategy may negate the need for outside sales entirely.
They suggest that by effectively bringing more customers “through the door”and
enticing them to contact you, sales organizations can dramatically improve their results,
efficiency, profitability, and allow salespeople to provide a drastically higher level of
customer service and satisfaction, instead of spending the majority of their working
hours searching for someone to sell to.
While this theory is present in a few marketing consulting companies the practical and
realistic application of this principle has not been widely proven in the market and sales
forces worldwide continue to be responsible for developing business as well as closing
it.
Some marketing consulting firms postulate that each selling opportunity at each
enterprise lies on a continuum of numbers of people involved, necessary degree of face-
to-face interaction, overhead, and through-put time, to name a few dimensions. The
number of people involved in actual face-to-face selling at, say, a clothing store is
probably vastly different than at an online book-seller.
Salesmanship today covers a wide range of activities and constitutes an integral part of
management. It also offers wide scope for development in future. In fact, modern
salesmanship is growing on scientific lines, day by day.
Time is not far when a salesman will be in a position to dictate to the producers of goods
and services, what, when and how much to produce for sale in the market. This lesson
will help you to understand meaning of salesmanship, its feature, importance and scope.

23. 10
Salesmanship is one of the skills used in personal selling, as defined by Stroh, “it is a
direct, face-to-face, seller-to-buyer influence which can communicate the facts
necessary for marketing a buying decision; or it can utilize the psychologyof persuasion
to encourage the formation of a buying decision”
The broad purpose of marketing is to bring a firm’s products into contact with markets
and to effect profitable exchanges of products for money. The purpose of personal
selling is to bring the right products into contact with the right customers, and make
ownership transfer.
Salesmanship is seller-initiated effort that provides prospective buyers with information
and motivates or persuades them to make favourable buying decisions concerning the
seller’s products or service. The salesman of today has to react and interact in any
different ways to many different people.
Apart from the knowledge of the product, a salesperson has to be a psychologist with
one prospect, a human computer with another, an adviser with another, and at the same
time a friend with some buyers. Salespersons must adjust their personalities on every
call.
Salesmanship may be implemented not only through personal selling but through
advertising. Thus, advertising has been described as “salesmanship in print.”
Salesmanship is the art of influencing or persuading people to do what sales
representative wants them to do. For instance, contractors, teachers, ministers, authors,
politicians, industrial engineers etc., practice the art of influencing others to do what
they want them to do. Every man is a salesman in his own walks of life.
Selling Function
Buying and selling functions are two sides of the same coin; one cannot exist without
the other. Thus, for every purchase made, there is a corresponding sale and vice-versa.
These two marketing functions of purchase and sales have been commonly described
as functions of exchange. It is more than an economic activity. Every time a product is
offered for sale in the market and a service is made available by salesperson to add
benefit to the product for the consumers. The product is able to fill in a need or a want;
in return the seller is able to serve his own self-interest by leading more sales and more
profits for him.

24. 11
A seller cannot generate sales without different salesperson performing their roles at
different stages of consumer buying process. Various selling functions performed are:
1. Order Takers: Sales person who mainly seek repeat sales. They book customer orders
and pass on the information to relevant people in the company. They are expected to be
accurate. They are also expected to have information about when the order has been
booked and when will it be delivered to customers. They have to track the delivery date
of product and should be able to assist customer for the same. Order takers are of two
type’s i.e. Inside order taker and field order taker.
a) Inside Order Taker: They are a part of sales office and receive sales order from
different sources like phone, mail and internet. Sales persons in retail stores are also
inside order takers.
b) Field order Taker: When a customer is not interacting in the retail store, rather the
order is placed when the salesperson has met you outside or in the field and taken order
is field order taker. The buyer relies and becomes dependent on field order taker to
place orders periodically.
2. Order Creators: The prime objective of order creator is to convince customers to buy
the company’s products. The salesperson needs to understand customer’s requirements
and convince him that his company’s products serve his requirements best.
a) Missionary Salespeople: They are employed by manufacturers to sell their product
to retailers. Once the retailers are convinced they place the orders to wholesalers which
ultimately lead to company’s sale. In some pharmaceutical and building industry, the
manufacturer hires medical representatives and architects. Medical representatives
calling on doctors cannot make a direct sale since the doctor does not buy drugs but
prescribes them for patients. Architects also act as specifies rather than buyers. In these
situations, the selling task is to educate and build goodwill for the company.
3. Order Getters: An order getter persuades a customer to make a purchase. He is a
frontline salesperson, and is in a typical selling job. He is supported by technical
support staff and merchandisers.

25. 12
i. New business Salespeople: The selling tasks are to win new businesses by identifying
and selling to prospects. These salespersons should maintain good relations with current
customers who can provide leads. They should also be prepared to make a lot of cold
calls and visits.
ii. Consumer Sales people: They sell to individual customer’s products and services
such as cars, insurance. These salespeople have to be sensitive to customers’ time and
they should not be insistent even when customers have declined to buy. Sensing that a
customer does not want the product is as important as sensing that he may want the
company’s product. A consumer salesperson should be always wary of putting off the
customers by being too persistent. Exemplary behaviour is imperative for consumer
salespersons.
iii. Technical Support Salespeople: Where a product is highly technical and the
negotiations are complex, a salesperson may be supported by product and financial
specialists who can provide the detailed technical and financial information required by
customers. This may be on-going as part of a key account team or on a temporary basis
with the specialist being called into the selling situation whenever required.
iv. Merchandisers: Merchandisers advise on product display in stores, implement
sales promotions, check stock levels and maintain contact with store managers. They
provide support to the sales function in retail and wholesale selling. Salespeople
serving individual outlets are supported by merchandisers.
Characteristics of a Successful Salesman There are a few natural skills that are of
great benefit if they already exist within those that want to be successful in sales.
Without these, success will take a longer time but it can still be achieved. If there is
no desire and dedication to learning or developing these skills, then the selling will be
much more difficult and often very stressful.
1. Effective Communicator: Communication covers a lot of territory. Sales is all about
talking to people and making then understand your thoughts. At times sales people
need to speak in the local language in order to make customers understand properly.
2. Ability to Listen: A salesperson has to balance the act of talking and listening. If he
does not properly listen, how would he respond back. So a salesperson has to be a
good listener.

26. 13
3. Inquisitive: Salespeople are naturally inquisitive and know that in order to isolate
what the real need or desire is in the buyer, they need to ask questions that will lead
them to the answer. They naturally ask questions because they have a desire to help
solve their problem. 4. Problem Solver: Another natural skill is the desire and ability to
solve problems. Great sales people are always solving problems. The ability to know
what the buyer's problem is and offering suggestions that will effectively solve the
problem with respect to what products or services we sell, and generally results in a
sale.
5. Well Organized: Sales people have a keen ability to break things down into smaller
steps and organize a plan of action. They know how to analyze what their goal is and
in what order the steps need to be in order to reach that goal.
6. Self-Starter and Self-Finisher: A successful sales person moves forward on their own.
They never need anyone to tell them when it is time to go to work because they know
that if they do not work they will not earn. They are also very persistent to finish what
they 25 start. They achieve their goals, even if they are small ones.
7. Positive Self Image: Having the attitude that they can do just about anything that they
put their mind to is usually very common among sales people. They do not cower from
meeting or talking to people or trying something new. They rarely allow negatives that
are either spoken to them or about them to effect what they are trying to accomplish
because they know who they are and what they are capable of doing.
8. Well Mannered and Courteous: Sales people are very well mannered. One may not
realize it, but good manners are a way of showing respect to others. People are attracted
to those that respect them and mutual respect is fundamental in building lasting
relationships with people, including buyers. Qualities of a Sales Person With particular
reference to Consumer Service Selling as a career there are two basic qualities of a good
salesperson namely, empathy and persuasion.
Some of other qualities of a good salesperson are as follows:
1. Physical Quality: A salesperson should have a good appearance and an impressive
personality. He should also have a sound health he might be required to travel a lot.

27. 14
2. Mental Quality: A good salesperson should possess certain mental qualities like
imagination, initiative, self confidence, sharp memory; alertness, etc. He should be able
to understand the need and preferences of the customer.
3. Integrity of Character: He should possess the qualities of honesty and integrity. He
is to gain the confidence of the customer. He should be loyal to the employer as well as
to the customer. As he is face-off of the company so he should hold a strong character.
4. Knowledge of the product and the company: He should be able to explain each and
every aspect of the product i.e. its qualities, how to use it, what precautions to be taken,
etc and the company he is representing.
5. Good behavior: A salesman should be cooperative and courteous. Good behavior
enables one to win the confidence of the customers.
6. Ability to Persuade: A good salesperson should be good in conversation so that he
can engage the person he is attending. He should be able to convince him and create
the desire in mind to possess the commodity. Very few products of any type actually
sell themselves. They must be sold. Salespersons must have the ability to get people to
agree. There are situations when persuasiveness may vary keeping in view the
consumer’s response.
7. Flexibility: A salesperson has to be flexible in many ways. There is no fixed way of
convincing the customer, a sales person has to be flexible. A good salesperson is able
to adapt himself or herself to a variety of customers. Each contact may require adapting
the sales talk, speech habits and even appearance. The timings need to be flexible as
per the requirement of customer.
8. Ability to estimate customer’s needs and desires: He or she is alert and quickly
determines what the customer wants and the best way to sell.
9. Ambition: He or she likes to do a good job and is interested in getting ahead with the
company.
10. Appearance: Appearance means a lot today and the successful salesperson is neat
and organised. He or she presents himself or herself well in person. Also, he or she
keeps his or her desk, books and manuals neat and ready for use.

28. 15
11. Business Sense: He or she understands that you are in business to make a profit and
quickly learns the ins - and - outs of the organisation.
12. Courtesy: He or she reveals a sincere desire to help customers and treats them as
guests even when he or she visits their places of business.
13. Creativeness: Imagination, vision and the ability to create ideas make a salesperson
dynamic.
14. Curiosity: He or she wants to learn all he or she can about his or her products and
customers.
15. Enthusiasm: There is nothing that can drain away a prospect’s buying interest more
than a half-dead salesperson. Dullness should be left at home. A salesperson must
radiate enthusiasm during and after the sales call.
16. Figure Sense: He or she should have the mathematical ability to figure and fill up
order form correctly and to make the necessary reports.
17. Friendliness : A salesperson should be able to make people like him or her and he
or she must like to meet people
18. Handwriting: He or she must write legibly so that his or her paper work can be
readily understood by his or her office people and by his or her customers.
19. Health: Good health generates energy and energy is needed to sell. Poor health
prevents many salespersons from fulfilling their potentials.
23. Interest in job: He or she likes selling and working for the company.
24. Motivation: He or she must have more than just an interest is selling. Psychologists
have found certain predominant patterns in people who have become really successful
salesperson. They live in the present and not in the future. They do want power over
others and prefer not to work under close supervision.
25. Originality: He or she is constantly searching for new ideas to be used in selling the
products and suggests better ways of doing things.
26. Persuasiveness: Very few products of any type actually sell themselves. They must
be sold. Salesperson must have the ability to get people to agree. There are situations
when persuasiveness may vary keeping in view the consumer’s response.

29. 16
27. Positive: His or her maturity is reflected in his or her behavior. He or she should be
positive, confident, energetic and business like. He or she should be able to demonstrate
to the customers that he or she knows what he or she is talking about.
28. Self-control: He or she can handle difficult people and situations calmly.
29. Self-starter: They are self motivated. These salespersons work without constant
supervision and is able to make decisions on his or her own.
30. Speech: He or she can speak clearly and maturely in a natural tone. He or she can
emphasize sales points with sincerity and friendliness
1.4 NATURE OF SALESMANSHIP
The basic features of salesmanship are as follows:-
a. Salesmanship involves persuasion of customers
A salesman has the ability to convince the people to buy his product. It essentially
involves the ability to influence or persuade people to buy a product or service. In fact,
persuasion is the soul of modern salesmanship. Gone are the days when a sale was
forced on the customers. Modern salesmanship does not rely on pressure tactics or
compulsion to clinch a sale. The customer is led to a favourable buying decision through
careful and imaginative handling.
The salesman necessarily creates a favourable impression on the prospective buyer’s
mind by presenting the benefits associated with the product or service being offered for
sale.
b. Salesmanship involves winning buyer’s confidence
Modern salesmanship aims at educating the customer and providing a solution to his
problems. This helps in winning his confidence. It aims at winning the confidence of
the buyers by persuading and educating them about the availability of products and
services, their special features and their utility in satisfying their respective needs.
c. Salesmanship involves providing information

30. 17
Salesmanship is an educative process. It tells customer the ways in which they can
satisfy their needs. Salesman provides information about products available, their broad
features and their uses and utility to the customers.
d. Salesmanship aims at mutual benefit
Salesmanship is a two way process. It results in benefits not only to the sellers but also
to the buyers. It helps in solving the problems of the buyers and satisfying their needs.
Customer satisfaction leads to increase in profitable sales volume for the salesman.
e. Salesmanship creates satisfied customers
Salesmanship in modern days aims at creating satisfied customers, rather than just
profit-generating sales. In any marketing transaction, a sale once made would indicate
the end of the process. However, once there is a satisfiedcustomer, it is the beginning
of long lasting relationship which can create man more sales in future. Therefore,
modern salesmanship always aims at creating satisfied customers who will most likely
purchase his goods and services as and when necessary.
Identification of sales presentation methods Salespeople must know the various
methods (or strategies) used for making a sales presentation.
These are:
 Stimulus response method
 Formula method,
 Need – Satisfaction method
 Features Advantages Benefits Selling (FABS)
 Team selling method
 Relationship Selling Stimulus response method:
It is also called as canned approach, a memorized sales presentation, or a prepared sales
presentation. This method believes that if a salesperson makes the right sales
presentation i.e., stimuli, he can obtain a positive response from the prospect. In this
method the salesperson does most of the talking. Without enquiring the needs of the
prospect, the salesperson lists out all the features of the product and asks the prospect

31. 18
to purchase the product. If the prospect fails to buy, repeated attempts are made to sell
the product. This method is predominantly used by telemarketing people, door-to-door
salesperson. It is also employed to train new salespeople, when the time for sales
presentation is short, and the product is non-technical. However, this process is
ineffective for complicated or urbane prospects. The major error in this method is that
the sales person does not understand the needs of the prospect by asking him questions
and listening but rather provides information about the product features and benefits,
which may not be important to the buyer. Formula method: This method is also based
on stimulus response thinking and is also known as ‘formulated approach’ or ‘mental
states selling’. The sales person believes that most buyers can be led through mental
states or steps in the buying process and hence uses a well-known formula. It has four
stages: Attention, Interest, Desires, and Action (AIDA) Attention. The sales agent plans
the sales talk by first securing the attention of the prospect by making positive
comments about the prospect or the prospect’s business. Favorable first impression is
also created by attire and cheerful disposition. The objective of initial meeting is to put
the prospect in a open state of mind. It is always advisable for a salesperson to take a
prior appointment with the prospect and devote the first few minutes to make the
prospect comfortable by choosing the right opening lines. Interest. The salesperson
leads the prospect’s mind to the next stage of securing the interest. In other words, the
salesperson identifies the features of the product or services that appeal or attract the
prospect the most. Different methods are used to unearth the prospect’s interest or
appeal. On certain occasions salespeople may also carry a sample of the product, or the
product, if it is not bulky, for showing or demonstrating to a customer. Some might
send mailers; carry visual aids like CD, the product leaflet, or the product photographs.
Successful salespeople ask related questions to understand the buyer’s needs or
problems as well as to identify the strongest appeal or interest. Desire: The objective in
this phase is to awaken feelings in the prospect of wanting to experience the product or
the service. The salesperson carries on with the sales presentation and demonstrates to
the prospect how his/her product or service can solve the buyer’s problem. In this
process, the buyer may raise some objections, which need to be addressed
appropriately. At certain times, salespeople face the problem of external interruptions
like prospects getting busy on phone calls. In such cases, it is advisable that the
salesperson recapitulates what has been said earlier and goes on to continue the sales
presentation. Action: The action, in this stage, means buying the product/service. Some

32. 19
salespeople use trial close to test whether the prospect is ready to buy. If the prospect
agrees to purchase, then the salesperson invites for the order. If the prospect disagrees,
the salesperson continues with the presentation to convince the prospect about his/her
proposal. The advantage of this method is that the salesperson has to plan the sales
presentation and understand the customer’s mental stages. The disadvantage is that if
the customer’s needs are not understood and the method is less effective. Need-
satisfaction method: This method is most challenging and a creative form of selling. It
is an interactive sales presentation, and different from the previous two methods. The
salesperson starts with understanding the buyer’s (or the prospects’) needs’ by asking
situational, problem recognition, problem impact, solution value, and confirmation
questions. After thoroughly understanding or investigating the needs/problems of the
buyer, the salesperson gives a written proposal or gives a sales presentation to depict
how his/her product or service can provide solution to the buyer’s problem better than
that of a competitor The diagram below shows the step by step process of need
satisfaction selling:
1. Open: At this stage the salesperson opens his presentation to the prospect to begin
the selling process.
2. Probe: In this stage the salesperson invites questions from the prospect and
understands his needs completely.
3. Support: The salesperson supports the needs of the prospect and further tries to
identify unstated needs too.
4. Close: The salesperson offers a value proposition to the prospect which might satisfy
his needs and closes the transaction. The method is beneficial when the sales person
convinces the prospect effectively and it results in the prospect buying the product. This
approach can also help in building customer trust and loyalty. For Example: Tata Sky
Set Top Box Providers follow the need satisfaction approach. They have various
packages so as to meet the needs of varied customers. The packages can be obtained
through recharge on a daily, monthly or annual basis. The customers also have a choice
in selecting the channels they intend to view and pay accordingly. Features Advantages
Benefits Selling (FABS): The salesperson tries to integrate all the features of the
product/service to an advantage or a benefit which in turn are considered important by
the customer. The prospects normally ignore about the products or services offered to

33. 20
them even when the product or service might be the best match to their needs. They
keep ignoring the product or service till the time they find one with explicitly known
benefits or advantages to themselves. Thus, FABS also assists in increasing the
effectiveness of the advertising message. The three important components of this
selling technique are:
 Features: The salesperson describes the features or characteristics of the product,
service, or market offering. For example: An important feature of a sleeping bag is – 2
inch insulation layer 7
 Advantages: The salesperson describes how the feature can help or give advantage to
the prospect. For example: The 2 inch insulation layer helps in retaining the body heat
during nights an advantage of the sleeping bag.
 Benefits: The salesman then describes how the feature or advantage meets a clear and
detailed need expressed by the prospect. When a prospect states the benefit, it becomes
a powerful statement that can be used by the sales person effectively for making a sale
 For example: The sleeping bag’s 2 inch insulation layer will help a customer to sleep
comfortably at night, when the he/she goes on camping. Thus, they can have a sound
sleep and be ready for fun activities everyday. Team Selling Method: Team selling
involves using multi-person sales teams to deal with multi-person buying centres of
their customers. A team approach permits for continuous learning as the members can
work together and identify the flaws during the presentation process. They can also
identify the features that can be added to the sales pitch. For example: A software
company X, has to sell software to a bank, in this the team will involve people
responsible for installation, automation, technical support for customers etc.
Relationship Selling Method: Relationship Selling is about building a friendship or
relationship with the prospects and listening to their needs. It is built when the sales
person shows care, earns their trust and confidence. Knowing the needs and finding out
their secret fears can assist in finding solutions for them that are exactly on-target with
their needs and build an even stronger relationship. With a relationship in place,
working out details is easy while they may turn into obstacles if one does not share a
cordial relationship. In relationship selling, the sales person becomes a form of support
for the clients. The services or products become something they depend on, and if the

34. 21
products of the company suit their needs they respond with additional offers. It is a
boon to the companies who operate in competitive markets.
1.5 TYPES OF SALES PRESENTATION 1. CANNED PRESENTATION:
It is a presentation where the presentation script is written after thoroughly
understanding the product and the requirements of the customer. It is also tested before
finally rolling it out. Every salesperson must memorize it and follow the script of the
presentation in the prescribed order. This is most often used in non-technical products
like pharmaceuticals, telephonic selling and door to door selling of products. The
common problem with this technique is that the prospect views it as high pressure
selling as he has limited participation and therefore postpones taking a purchase
decision.
2. PLANNED PRESENTATION:The presentation is carefully planned and organized
and has a personal touch while the individual is making the presentation. The
organization provides a basic format or procedure for making the presentation and the
individual sales person then writes the script which includes description and
illustrations. This method includes more conversational form and every sales person
adds creativity to make it less monotonous. It also provides an opportunity to interact
with the prospect and clear his doubts.
3. AUDIO-VISUAL PRESENTATIONS:The presentations are made with the help of
audio visual aids like charts, slides, video films, computer based presentations which
depict the actual use of the product. It is felt that people understand the concept/ product
better andretain information when they see and hear in comparison to just listening or
seeing the product. Hence theaudio-visual tools are more popular. The sales person
takes a back seat and prospect’s attention is focused on the information provided
through these audio-visual aids. They are widely used by advertising firms, software
companies, real estate companies to name a few.
4. PROBLEM SOLVING PRESENTATION: This type of presentation includes two
stages. The first stag is to understand the needs of the individual prospect and the second
includes offering a solution. Commonly used in the insurance sector where based on
the requirements or needs of the prospect a specific policy is suggested. The same can

35. 22
be seen in the case of automobile purchase too. Sales persons employ this method for
high technology products. The sales person selects the appropriate method based on the
customer and product requirements.
1.6 BENEFITS OF SALES PRESENTATION
1. FACE-TO-FACE: It provides an opportunity to interact with the customers/
prospects in person. It helps in building trust and strengthens bond between the
salesperson/organization and the customer/prospect.
2. ENGAGEMENT: It aids in engaging the audience. The audio-visual aids can help in
gaining the attention of the audience and create a larger impact than just speaking,
enhancing the level of engagement.
3. FLEXIBILITY: The presentation provides an opportunity to alter the content and
customize it for different audiences. The requirements of the client can be taken note
of and the presentation can be modified accordingly.
4. CONSISTENCY: It helps in ensuring consistency even when different sales persons
communicate information to the customers/prospects. The presentation provides a basic
structured framework for interacting with customers regarding products or services. It
also helps the presenter in emphasizing on the essential features/points.
5. VERSATILITY: The presentation can be used in various types of presentation be it
in the face-to-face meeting, large meeting or Webinars. The content can be the same
but it can be delivered at various platforms either to individuals or in a group
ESSENTIAL FEATURES OF GOOD PRESENTATION There are certain essential
features of good presentation. They are:
1. Arousing interest
2. Prompt presentation
3. Clarity presentation
4. Displaying approvals and quantity and quality
5. Demonstration

36. 23
6. Appealing to Senses
7. Conducting Tests
8. Handling goods
1. Arousing Interests At the start the salesman has to arouse the interest of the customer.
He can describe the special features of the products i.e. durability, composition, etc. so
as to arouse the interest of the customer about the product. Generally articles in vibrant
colors and attractive shapes and sizes attract customers more. However, to arouse the
interest of the customers, the salesman should emphasize on the distinct features of the
products called unique sales propositions (USP).
2. Prompt Presentation The salesman should always be prompt and alert. He should be
prompt in presenting the goods to the customers who indicate his eagerness and
willingness to serve. Such an attitude of the salesman creates a positive impression in
the minds of the customers and their response is instant and favorable. The salesman
can be quick and smart, provided, he has complete product knowledge.
3. Clarity Presentation The salesman’s presentation should be clear and complete in all
aspects so as to win the confidence of the customers. A high level of clarity in the sales
presentation removes all possible doubts about the product from the minds of the
prospects. A lucid and elaborate presentation does not allow the prospect to think about
the competitive products. The salesman, therefore, should explain the use and operation
of the product along with its price, durability, benefit and special features, if any. In
case of bulky articles, presentation can be done through models and pictures. At times,
the customers should be allowed to touch and feel the product themselves. This
enhances the confidence of prospects. For example, in case of eatable like fruits, sweets,
biscuits, etc. small portions or free samples are given to the prospects for taste so that
they can satisfy themselves about the quality of these products.
4. Displaying Appropriate Quality and Quantity The salesman must show the
appropriate goods of exact size and quality as desired by the customers. Sometimes,
customers ask about a particular brand or quality of an article. An efficient salesman
always displays the brand or quality of an article the consumer wants. Sufficient variety
of goods when shown to customer will enable him to make his choice out of them. It

37. 24
should be noted that showing too many varieties can create confusion and showing too
few varieties may not be sufficient to convince the customers.
5. Demonstration The salesman can attract the interest and arouse the desire of the
customer in a better manner if he demonstrates or shows the features of the product to
the customers. Proper demonstration definitely creates a favorable impression in the
minds of the customers because demonstration is an important feature of a good
presentation. By demonstration, the interests of the customer increase considerably
because oral presentation at times fails to convince the prospect properly. Therefore, to
convince the customer effectively the sales person can effectively, dramatize the
demonstration of the product. The dramatic demonstration of the product or service
remains very effective and impressive and the customer remembers and understands
such messages for a long time.
6. Appealing to Senses It is essential on the part of the salesman to see that the way he
presents should be appealing to any one or more of the five senses i.e., sight, touch
hearing, smell and taste. A demonstration should appeal directly to all or some of these
senses of the customers and ultimately creates a desire to possess them. In case of
consumables, it can be seen, touched, smelt and tasted. Once the product is found to be
appealing to one or more senses of the customers, it can easily be sold.
7. Conducting Tests Tests conducting on the products increase the confidence level of
the prospects considerably. The salesman can suggest various common tests of the
product to prove its claim and superiority.
8. Handling Goods Action speaks more than words. Therefore, the salesman should
handle the product himself as well as allow the prospects to handle the product.
Prospective buyers may have a strong desire to handle the product before the actual
purchase is made. This is universally true. By handling the product himself, the prospect
ensures that the product is worth processing and worth in price and claims. By allowing
the customer to handle the product, the salesman appeals to the sense of touch and sight
IMPORTANCE OF SALESMANSHIP
Salesmanship is an indispensable technique of promotion. The importance of personal
selling may be described under the following heads:

38. 25
a. BENEFITS TO CONSUMERS
A salesman acts as a friend and guide to consumers. He informs them of new products
and new uses of existing products. He helps them in choosing products, which match
their needs and incomes. A salesman guides the customers in buying products that will
provide maximum satisfaction.
b. BENEFITS TO BUSINESSMAN
They help in the creation of demand for new products and in the extension of markets
for existing ones. Through personal selling, a businessman can not only inform
customers of his products but can know their tastes, attitudes and behaviour. Such
information is helpful in the design and development of products that match market
demand. By creating large scale and regular demand, salesmanship makes planned and
regular mass production possible.
Salesmen help to build up a favourable corporate image necessary to secure repeat
sales.
c. BENEFITS TO SOCIETY
Salesmanship helps to expand employment and income of a country through large and
rapid sales turnover. Salesmen provide marketing information to producers so that
consumers can get new and better products.
Salesmen perform several non-selling tasks, e.g., after sale service, meeting complaints,
conducting marketing research, providing credit information, delivering goods,
collecting payments, etc. Salesmen help minimize price fluctuations and trade cycles
by matching demand and supply.
Some of the importance can be summarized as follows
1. Salesmanship helps to create demand for new products or new brands.
It influences to change in patronage from one source of supply to another which results
concentration of purchases of specific product.
2. As it wins the buyer’s confidence so it helps to make regular and permanent
customers.

39. 26
3. The person who is engaged in convincing the public about the desirability of a
specific product is called a salesman. He informs the customers about the usefulness of
commodity with a view to inducing him to buy the goods.
4. He establishes the goodwill of firm in the market. So the sales volume may easily be
increased.
5. He constantly observes the fashion, taste, like and dislike of customers and informs
the producer about their choice.
6. He helps to establish close relationship between the manufacturer and consumer.
The Art of Salesmanship
As Art is a science applied, it involves actual doing. It is the practical application of
knowledge or natural ability. One might have a broad knowledge of the science of
medicine and possess, or develop, but indifferent ability in applying it. It may be said,
speaking generally, that knowledge of a science is gained by study; proficiency in an
art by practice.
Knowledge of selling principles alone is not sufficient. Actual practice in their
application is necessary. But knowledge of principles will enable one to get his selling
ability into action more quickly and make of him a better salesman than he otherwise
could hope to be. The art of salesmanship may be defined as the ‘ability to apply
fundamental selling principles to the circumstances of the individual selling situation’.
The Science of Salesmanship
Selling is definitely an Art. But Art is an applied Science. It is the practical application
of knowledge or natural ability. It is possible to make a study of the sales process and
the experience and methods of successful salesmen. Because of the many immeasurable
human elements involved, it will always remain, to some degree, an inexact science.
Mathematics, physics, chemistry are regarded as science. Salesmanship may also be
considered as science on the basis that salesmanship is a specialised knowledge that has
its own standards, principles and theories. It has already developed a systematized
knowledge of its own like the other subjects of science. However, these rules and
principles cannot be applied to each and every one in the world since all human beings
are not equal. No doubt, although a majority of the customers can be convinced by a

40. 27
particular line of approach and behaviour of the salesman, the same cannot be applied
to all customers and it may not be successful in each and every case. This is so because
the process of handling customers can never be reduced to unchangeable laws and rigid
principles. Thus, salesmanship is not exact science like physics or mathematics. It is
science based on human psychology. It can be considered as science like sociology or
economics.
Therefore, the term Salesmanship includes both knowledge of fundamental selling
principles and the ability to apply them in the actual making of sales. It comprehends
both the science and the art.
1.7 Salesmanship: A Profession
According to the Concise Oxford Dictionary, ‘a profession is a “vocation, especially
one that involves any branch of learning or science”. Profession may be defined as an
employment mechanical but requiring some degree of skill.
Most often the question is raised whether salesmanship is a profession or not. In order
to ascertain the same, the basic characteristics of profession should be discussed in
detail. A profession has the following characteristics:
who prefer to enter the profession.
established and accepted code of ethics.
words, principle of service first and profit last, must exist.
If the above characteristics of profession are examined for salesmanship, it can be seen
that it has yet to become a true profession like law, medicine, etc. Salesmanship, like
other professions, is yet to have a ready-made knowledge for application in each and
every situation. Skill and technique applied by a salesman to clinch a sale varies from

41. 28
person to person and with place and time. A particular selling method and technique
cannot claim to have a command over all possible selling methods and techniques.
Therefore, salesmanship cannot unhesitantly be called a profession. A great deal of
effort and perfection is needed before salesmanship achieves the status of true
profession. It is, however, capable of growing into a profession with substantial
development of knowledge.
1.8 IMPORTANCE AND UTILITY OF SALESMANSHIP
In the modern day world, distribution system is a complex as well as difficult process.
With the vast expansion of business and commerce and increasing competition,
establishment of link between the manufacturer and the consumers has become very
essential. Successful and profitable operations of business enterprises depend to a great
extent on the creation of such a connection. In the process of maintaining the link
between the manufacturer, seller and the consumers, salesmanship plays a vital and
significant role.
In the earlier days, manufacturing activities were undertaken relatively on a small scale
and accordingly distribution network was spread over a small area. Goods were
produced either only after receiving the orders or for which sufficient demand existed.
Such a high demand, less supply situation was quite convenient to the manufacturers to
sell their goods and services.
Further, there existed little or no competition in those days. Therefore, salesmanship
during those days was of little use for the manufacturers and sellers.
After industrial revolution, production activities started being undertaken on a fairly
large scale and mostly in anticipation of demand. Consequently, greater efforts became
essential on the part of the sellers to create demand.
With the substantial increase in the volume, the business territory also expanded and
spread to national and international levels. Distribution also became quite complicated
because of stiff competition among producers of similar and identical products.
Therefore, the producers and the distributors needed the skill and persuasive ability of
efficient sales force in order to sell their products and services in the market. In fact,

42. 29
distribution of products and services in today’s competitive as well as ever expanding
market is impossible without modern salesmanship and publicity.
Today salesmanship holds a key position in the business world of manufacturing and
distribution. As facts stand today, salesmanship is universally accepted as an essential
today, might not have been there but for the efforts of the salesman. One can easily
examine the utility of salesmanship to producers, society, consumers, government and
the salesmen himself.
Salesmanship also benefits the Salesmen considerably. It is now viewed as a lucrative
career and an attractive source of employment for many people. Salesmanship as a
career is highly remunerative. Generally a salesman is paid monthly salary and
commission which is linked with sales volume. Any increase in sales ultimately
increases the commission of the salesman. A sincere and hardworking salesman
therefore can increase his commission by incremental sales. The salesman has the
opportunity of learning business methods and practices from close quarters. Later, if he
wishes, he can set up a business of his own on the basis of his experience in selling and
knowledge of the business. A travelling salesman enjoys the opportunity of the outside
world, resulting in developing one’s personality. It makes an individual dynamic,
resourceful, self-confident, social, cheerful and broadens his outlook.
Salesmanship is a skill which is in continuous demand throughout the world. Thus,
salesmanship skills are universally acceptable.
1.9 CAR SALESMAN
The Challenge Selling automobiles is a highly competitive business but when you are
a salesman working at just one of six Ford Dealerships, all within a 20-mile radius, the
pressure is really on! Customers are increasingly savvy and with six dealerships from
which to choose, just getting an opportunity to get in front of a potential buyer is an
almost insurmountable challenge.
The Solution
With 80% of all car buyers doing their research and due diligence on the Internet prior
to any purchase, it just makes sense that to be competitive a salesman needs to have an
effective presence there. Video communications are proven to garner greater results
than text or static pictures and the multiple, easy-to-use streaming video products

43. 30
available through helloWorld Studio, offers a cost-effective solution to meeting this
need.
1.10 FUNDAMENTALS OF SUCCESSFUL SELLING
presentations to fit the
needs and behavior of the individual customers.
customers.
interest and goals.
questions of his
the commodity
the product or not.
1.11. PURPOSE
Get to Know the Customer
potential to pay for
Even with the most robust business plans, it’s the customers who make the rules. They
drive brand equity through their various perceptions and journeys. And that means
companies must be closely attuned to their customer base if they want their brand to
grow.
Similarly, the ability to understand the wants and needs of different groups of people is
useful in any job. Marketing teaches that customer/employee/stakeholder/patient
insight is a large factor in determining success.
Learn How to Captivate
Perceptions of truth largely dictate the decision-making process for many consumers.
Marketing allows the opportunity to examine that process alongside the intricacies of
design, promotion, and branding.
Consumers make purchases based on how products and services are packaged. It is not
a decision based on truth, but rather the perception of truth. The ability to influence

44. 31
decision and buying habits is a useful skill, even outside of a conventional marketing
role.
Read and Understand Data
Marketing teaches valuable skills in data interpretation. Though not always stated as a
job function, many companies delight in having candidates who know how to read data.
Marketing experience, even if it’s just a course or two, can lend to foundational
knowledge in data interpretation and analytics. This exposure can then be used in any
job that relies on customer feedback, data, or metrics to inform success. No matter what
the field or industry, the ability to read and understand data is integral to making
strategic decisions.
Deal With People
Marketing explores human interaction as an important function of a business. Not only
are marketers tasked with understanding customer experiences, but they are also
expected to know how to communicate with diverse audiences with varying levels of
cooperation. In other words, marketing imparts communication tactics that are useful
in dealing with different groups of people. So, whether it’s a doctor in a hospital or a
lawyer in an office, understanding how to communicate with different people is
invaluable in the workplace.
Gain Awareness
Marketers stay in the know because awareness keeps them close to their customers.
That insatiable drive for mindfulness can prove useful in any career, most especially
where close relationships determine success. Marketing examines relationships from
both the standpoint of the business and the customer. This dual perspective is the key
to making insightful decisions.
1.12. DATA COLLECTION
The nature of the project work has been descriptive as no hypothesis, is taken to be
tested. Though the conclusions drawn could be taken as the hypothesis and further
tested by the research work undertaken in the relevant field. The reason for choosing
the descriptive research design is the fact the project report has been primarily based

45. 32
upon the secondary sources of data and whose authenticity could be assured of. The
reluctance of the company's personnel in parting with much of information led the
project report to be based substantially on the secondary source of data. The sources of
data used in data collection are the following: Primary sources: In order to gather
information about the various products of Shree Hyundai, I personally visited a number
of Showrooms and collected data pertaining to the prices of the cars offered. The market
visits were useful in knowing the comparative prices and quality of the offered brands
vice-versa the competitive brands. Details regarding the delivery of the cars were
collected and I also inquired about the various sales promotion schemes followed by
the three car showrooms in Bokaro . By interviewing these dealers valuable information
was collected. I inquired from them about their marketing advertising and sales
strategies. 65 Secondary sources: Information was collected from secondary sources
such as customer survey, newspapers advertisements, Automobile newsletters, etc.
Beside these the use of Internet was also made in collecting relevant information. The
data collected from the above mentioned sources has been adequately structured and
used at appropriate places in the report.
The information gathered included:
Their annual reports.
Pamphlets.
Posters.
 Press clippings.
News releases.
Newsletters.
Pictures.
 Exchange schemes.
Loan fair.
The task of data collection begins after a research problem has been defined and
research design has been chalked out while decided about the method of data collection
to be used for the study we must know that there are basically two types of data Primary
data and Secondary data. In the present study only secondary data has been
incorporated.

46. 33
Secondary Data: The data collected for the project undertaken gives the information
about the sales measures and practice applied for selling the goods. The data has been
allocated from various information channels like company’s websites –about the
products and offers & different strategies, business magazines, news websites etc.
The data has been taken from two sources:
 Primary data source
The primary data source has been collected through questionnaire by Personally
interviewing each respondent on a number of queries structured in a questionnaire.
 Secondary data source
Secondary data was collected from following sources Prior research reports Websites
Books Newspaper Personal consultation
1.13. SCOPE
The scope of salesmanship is very vast and is not confined merely to selling goods to
customers. The scope of salesmanship has got no limit. It is a skill which is essential
in every sphere of activity. In deep sense, every one of us is a salesman. Whenever a
person convinces another person of the truth and correctness of his point of view and
wins his support, he acts as a salesman. In this sense, a diplomat or a professor or a
lawyer can act as a salesman, though this type of salesmanship is intangible. Thus,
salesmanship is not restricted to selling alone. The skill is applicable to a number of
diverse situations. Salesmanship in its higher levels includes the subject-matter of
product knowledge, knowledge of customers, training and control of salesman,
organization and management of sales departments, etc. Advertising and publicity are
integral part of sale because they help in popularizing the products and services.
Thus, salesmanship has been developed from a mere selling activity to specialized
science and art. It covers today a wide arrange of activities and offers wide scope for
development in future.

47. 34
CHAPTER - 2
OVERVIEW OF THE ORGANIZATION

48. 35
CHAPTER 2
OVERVIEW OF THE ORGANIZATION
MANDOVI MOTORS PRIVATE LIMITED - AUTHORISED MARUTI SUZUKI
EXCLUSIVE CAR DEALER
Shree Aroor Sripathi Rao is the guiding spirit behind Mandovi Motors Private Limited.
His skills in the enterprise were supported by a visionary positioning trail in the
automotive field in his hometown of Mangalore. The credit for the sustained
development of the government of the organization and building up of its sales and
service until to its founders who steered the firm to demerits of thought his sound
business The organization and meticulous attention of detail. His charismatic
personality profound knowledge of the market and products together with his foresight
has been instrumental in making this remarkable progress possible. He was a
philanthropist and a dynamic leader with steadfast principles who garnered fame as
most outstanding of his genre.
Mandovi Motors Private Limited is the First and Largest Dealership of Maruti Suzuki
Cars in Karnataka, having started its operations in 1984 at Bangalore. Its parent
company has nearly 100 years of experience in the Automotive Industry. The company
has a strong culture of excellence in everything that it does. In it’s nearly 37 years of
dealership business, the name ‘Mandovi’ is invariably identified with Maruti Suzuki
and it is also ranked as one among the best in performance. Mandovi Motors private
limited believes in customer satisfaction and constantly aims to enhance its quality
standards to achieve perfection. This has helped it earn tremendous loyalty from
Customers, resulting in a large percentage of its business coming through references
from the existing Customers.
The showrooms are located in a convenient location with the state-of-the-art
equipments with the key focus on quality and customer delight. The Service Centres
are enabled with skilled personnel, who can efficiently attend the repairs for the entire
range of Maruti Suzuki cars sold in Karnataka. Also, they are well equipped to provide
excellent after sales service with facilities like pickup and drop services.
The success of the Mandovi Motors would not have been possible without the support
of the valuable customers. Mandovi Motors Private Limited takes this opportunity to

49. 36
thank all the customers for showering them with their graceful support. Mandovi
Motors Private Limited commits to grab every opportunity to contribute excellence
and customer happiness.
2.1 Brief history
Mandovi motors was established in 1963 as a Volkswagen spare and service dealership.
They were appointed as dealers for Suvege mopeds at Bangalore in 1965. After that
Maruti Udyog limited appointed Mandovi motors as dealers for Mandovi motors as
dealer for Maruti vehicles in the year 1983. Mr. Aroor Kishore Rao is the CMD of the
company. Mr. Aroor Ashok Rao is the MD of the company and Mr. Aroor Sanjay Rao
is the Director of the company.
Mandovi Motors Private Limited is one of the top Maruti dealers in India. They are the
first authorised dealer for Maruti in Karnataka and commands their operations at
Bangalore on 14 th June 1984. Mandovi Motors Private Limited also started Maruti
Suzuki authorised dealership at Mysore in 1986 and later in 1989 at Mangalore.
Mandovi motors private limited has over 2500 employees and the company is certified
as ISO- 9001/2000 for its quality system by a AIB International Limited, Brussels an
accredited body from Belgium.
Mandovi VISION
Surpassing customer expectations delighting the customer & to be India's topmost
leading for MSIL.
QUALITY PRODUCTS
Mandovi Motors pledge to make quality a way of life through a commitment to
continual improvement in customer satisfaction & adhering to the quality management
system.
REPORTING SYSTEM
As the year on, the employee’s are being to report on the program toward accomplishing
their goals.
The reporting system is typical of two types. Most supervisors have a written form of
MIS. Another form of MIS is the department meeting.

50. 37
Typically employee’s of Mandovi Motors Private Limited, day-wise activity will start
with a daily meeting with their colleagues in which they discuss, principally what
transpired the previous day and the plan for the day vis-a-vars the target for the month.
These meetings give them a unique opportunity to undertake to develop as an
Executive. Education does not stop with college.
Employee’s also have daily, weekly and monthly meetings that deal with the
functioning of the department.
NETWORK
• Sales showroom at Lavalle Road
• Sales showroom at Wheelers Road
• Sales showroom at Basaveshwara Nagara
• Workshop & sales information center at Wilson Garden
• Workshop, True & sales Information center at Vijayanagar
• Stockyard at Nagar Bangalore
• Workshop & sales information center at Yashwantpur
• Workshop, true value, sales, information center & MDS center at JP Nagar
• Workshop & body repair at Yashvantpur Bangalore
• Workshop & body repair at NS Palya
 Sales showroom and workshop at Krs road.
 Workshop at Hunsur road Mysore.
 Stockyard and body repair at Hunsur road Mysore.
 True value at Hunsur road Mysore.
 Workshop and sales information centre at Bannus Rd, Siddartha layout Mysore.
 Workshop and E-outlet at Mandya.
 Workshop and sales information centre at Gonikoppa.
 MDS at Saraswatipuram.
 E-outlet at Chamarajanagar.
Objective
• Putting the new employees at ease
• Briefing them of the nature of work
• Greeting interest in his/her job and the company

51. 38
• Providing basic information about working arrangement
• Indicating the standards of performance and behaviour expected of him/her
• Greeting the feeling of social security
Dress code & Code of conduct
The basic expectation is that the employee’s will be neatly and conservatively attired
in the uniform provided by the company and most Convey an image of competing,
diligence and sincerity of approach to the customers.
Right from the top all members of the company will be the provided uniform & added
to their sales members shall wear a tie.
In an employee’s experience, they will perceive the subtle difference in attitudes when
they wear a loud uniform. The cloth must say I am here to do the job properly,
efficiently and to the company. The audience treat everyone as they would like to be
treated themselves. Civility and politeness are the traits of an evolved human being.
Companies culture and philosophy
Growth of Mandovi motors group of company is based on specific cultural values
business philosophies and patterns not formally found in an average company. The
foundation of Mandovi is based on hard work sincerity integrity and commitment. A
great deal of personal sacrifice by many right from the top has made Mandovi what it
is today. Employee’s will continue to remain so as faith in these trades. Adherence and
respect to management systems procedures and policies buy one and all and compliance
with the same in letter and spirit.
Every employee is given a tall ladder to claim. Opportunities are being continuously
created for employee to contribute ideas as far as possible promotions are given in such
that employee who have convincingly exhibited their innovative spirit and fulfilled
assignments and achieve targets. It is believed that every human being is prone to make
mistakes but as they are not repeated and there is no negative motive and attempts are
made to correct them this company will be tolerant towards them. But those who hide
mistakes cover up and pass on the blame to others cannot rise in the company.
Hard and dedicated work is the Key to success anywhere and often takes precedence
over average intelligence. This is to be noted.

52. 39
Targets and goals
Every member in the company has targets. In case the target cannot be quantified for
example accounts, customer back office and HR goals are set. The purpose of this is
twofold first if they have a goal they can begin to plan and organise second both
employee and their supervisor are unambitious about what they are setting out to do so
your appraisal can be done with clarity therefore you must find out what their target
goal is before they begin.
What is expected from the Employee
When the employee is settled he can trump in a selection procedure beating personal
people along the way. The interviews are head expects that you will and help the
department achieve perform excellence. Employee’s are a part of the team that
competes against other company in the marketplace. The company counts on
employee’s effort to beat the competition but let go one step at a time.
What are Mandovi motors famous for. What will an employee tell to the public?
Mandovi motors is best known for its sales and service network switches widespread
across Bangalore Mangalore and Mysore. Mandovi is a model leader to its competitors
and a big brand name with all over 3 decades of experience with Maruti Suzuki India
limited. The customers trust has only increased with growing years thanks to our
dedicated staff service stability and transparency.
Mandovi motors business concept
Mandovi are proud of their young involved and dedicated team of employee with an
average of 30 years. Mandovi has always looked upon new ventures and has always
been aiming to scale number heights to break records.
Mandovi are proud of their management philosophy of providing an creative and
challenging work environment to employees whereby they have rise from the ranks
providing motivation and example to others to come up in the ladder and are proud of
their company being With employees representing various religion caste creed
language and states of origin we are proud of our company spread and its activities
making us the Largest automobile dealer in the state.

53. 40
MANDOVI SO FAR
 The Aroor family business was started in the year 1929 by late Aroor
Laxminarayana Rao with a fleet of public transport vehicles.
 Mandovi Motors - First Maruti dealer in Karnataka commenced operations on
14th June 1984 at Bangalore.
 Expanded Maruti dealership operations to Mysore in 1986 & Mangalore in
1989.
 Exclusive Body Repair workshop opened at Bangalore and Mysore in 1994 and
Second
 Body Repair Workshop facility at Bangalore was created during 2005.
 Exclusive facility for PDI and Stockyard created for parking over 500 vehicles
at Bangalore in 1996.
 Awarded ISO-9001 certification in recognition of its High standards at
Bangalore during 1997. Subsequently in 2003 Mangalore & Mysore was
awarded ISO-9001.
 Widespread sales and after sales network in Karnataka with 5 showrooms & 24
workshops.
 The first Automobile dealer in South India to deliver One Lakh cars. One new
car is delivered every 12 minutes from Mandovi Motors.
 Awarded deligent and prompt Tax Payers by Commercial Tax Department of
Karnataka during Golden Jubilee of Independence in 1996-97. One car gets
rolled out every Minute from our workshops. First dealer to commence True
Value operations in India in 2001. Commenced True Value operations in
Mysore and Mangalore during 2003. Exclusive Maruti Insurance division sells
over 4000 policies per month.
 Unique distinction of being the Largest Automobile Dealer in South India –
Highest Sales volume since inception till Mar 08.
Only Dealer in Karnataka selling over 1000 cars per Month.
Only Dealer in the state to service over 19000 cars per Month,
Only Dealer in Karnataka to have more than 2550 Employees.
Consistently No.1 dealer in Bangalore and Karnataka for the last 28 years and has
maintained its No. 1 slot in both sales and service since inception, in the country.
Second showroom at Wheelers Road, Bangalore started during 2004. Awarded No.1

54. 41
Name plate in All India Non Metro-CSI survey in Mangalore during 2006. Maruti
Driving School facility at Mysore was created during 2008. Awarded All India No.3
position & 5-star rating for Balmatta Workshop, Mangalore during 2008. Silver Jubilee
workshop facility at Bangalore was created during June 2009. Awarded NSIC-CRISIL
rating of SE 1B which indicates "Highest performance capability and Moderate
Financial Strength" on April 2009. 3rd Showroom at Basaveshwara Nagar, Bangalore
started in the year 2012.
Awarded All India Level "Best HR Practices" in the year 2010-11 & 2011-12.
Royal Platinum Dealer from the past 3 years in a row. True Value Bangalore Awarded
Best Overall Performance in Karnataka for the year 11-12. Awarded as All India
"Highest Pre-own car sales" in the year 2011 -12. Mysore True Value Awarded as" Best
Up Country CI & Display Award " in the year 2012. Mangalore True Value Awarded
as "Highest Evaluation Vs Retail Award in the year 2012.
CORPORATE SOCIAL RESPONSIBILITY
CSR - Corporate Social Responsibility is a part of social responsibility that any
organization owes to the society and through which the organization can get a good
brand Image. Mandovi Motors Private Limited has also contributed towards this
concern by the following good work
Advertisement related to Road Safety
° Bus Shelters for general public at various places.
Signal boards for RT at different parts of Mysore.
& Campus interview at colleges (ITI, Diploma etc)
° Job Fair - A way in which the company provides an opportunity in giving employment
to the unemployed
On the Job Training for IT students
• Project for students of various professions
• Eco-friendly Green workshops.
• Blood donation camps.
• Fund raising for Natural calamities.

55. 42
WORK CULTURE
The work culture is an inborn quality to sustain total customer satisfaction in longer run
of the business and expects the same from our newly joined members of the Mandovi
family.
The company expects that the following decorum is maintained:
Adhering to work place norms, discipline, rules & regulations.
Adhering to timings of the company.
Maintaining customer friendly attitude.
Non-discriminatinq attitude.
Being friendly with Co-workers.
Confidentiality in maintaining company's affairs.
Using decent language.
No smoking in Work zone.
Wearing protective gears where ever necessary.
Following healthy practices such as keeping work place neat, switching off lights
computers & other electrical equipments when not necessary.
Avoiding wastage of any kind.
Attending all business calls promptly.
COMPENSATION AND BENEFITS
Fixed Pay / Gross Salary: The Gross or fixed salary has got break ups such as Basic,
DA and Conveyance.
Deductions: On a gross salary we will have a standard deductions like ESI, PF,
professional tax, TDS etc as per the laws and ceiling limits.
Variable Pay: This is paid monthly over and above the fixed Salary. Target based
Incentives are announced by the management from time to time to all operations and
all
cadres.
Perks & Benefits (As applicable & As per their cadre)
• Petrol Allowance
• Company Vehicle • Mobile Allowances
•Gratuity as per Law
Working Tools
Laptops (As per their cadre)

56. 43
Uniforms - Will be issued time to time in all the locations and should be worn without
fail.
2.2 HR SYSTEM
2.2.1 FORMALITIES
1. Joining Formalities - New Members are required to submit without fail certain
documents and details as prescribed in the offer letter/ letter of Intent.4 passport size
and 1 stamp size photos, certificate showing the education, Experience Certificates,
> residential address proof, Relieving letter and salary slip of previous employment and
medical fitness certificate, reference letter.
2. Employee Kit - To get adjusted to the work and to learn the business process in a
smooth way employee kit is given to the Employee. Certain set of handbooks, uniforms
Identity card, stationeries, code of conduct etc are some of its contents,
3. Compensation - Salary is paid on or before 7th of each month. Salary break ups are
briefed in the letter of appointment. For employee's knowledge about his/her pay
system, break ups have been added along with the Letter of appointment /Letter of
Intent. Leave can be availed only with prior permission. An employee can avail earned
leave of 18 days and CL of 12 days only after confirmation and 1 year of service. Apart
from above, 5 national General Holidays and 5 festival holidays are given.
4. Identity Cards - is issued to all employees and will be valid upto 3 years. In case of
loss of ID cards, the same should be reported to the HR Dept.
5. Probation- Every newly joined employee is kept on probation for a minimum period
of 10 months to maximum of 2 years.
6. Dress Code - Every confirmed employee is provided uniform which should be worn
from 3rd
month of joining as per company rules.
7.Transfer Policy - Based on business requirement the employee transfer is processed
through management decision. Employee service will be transferred to any
branch/department of M/s Mandovi Motors Pvt Ltd, anywhere in Karnataka due to
exigencies of work and also to its Sister Concerns if required.
8. Communication - Communication in the organization is based on the following:
• Daily/ Weekly / Monthly meetings
• Notice Boards
• Circulars

57. 44
Mails/ Telephones
• Mandovi Happening, an in-house magazine.
9. Employee Welfare
Birthday
celebrations at workplace - Birthdays of employees are celebrated on a particular day
of the respective month at different units.
• Suggestion scheme - A suggestion box is located at each unit. Here the employee can
give his/her suggestion which will be evaluated by a panel of evaluators, who will in
turn verify and reward them suitably.
- Mandovi Annual Day in all locations - Annual day is celebrated yearly once to
celebrate & felicitate the employees for get together as a family. We review ourselves
and we award the top performers who have contributed the whole year.
• Festival advance/Salary advance & Loans - Is given to the confirmed employees based
on certain criteria once in a financial year which will be recovered on EMI basis for
particular number of months.
- Meritorial award to employees children for academic excellence - This is given to
children of confirmed employees who excel in their academics (X & XIl standards). It
applies to only one child per year and if both the parents are employee of Mandovi then
only one of them can claim this award.
• Accident Insurance (Nagarika Suraksha): This policy covers emergency situations,
specially Accidents which may occur either in company or outside of the company.
• Group Mediclaim policy (HUM-TUM): Scheme for employees & their family
members where an employee needs to pay 50% of the premium and the rest 50% is
borne by the management if the salary is less than Rs 21,000 and an employee needs to
pay30% of the premium and the rest 70% is borne by the management if the employee’s
salary is more than Rs 21,000.
• HUM TUM SAATH SAATH (Low Performer's Counselling) - One on one with the
employee: This is done in order to motivate the employees who are showing low

58. 45
performance in their job. A maximum time is given & training imparted to the
employees to improve their performance.
• Performance based reward scheme - The Top Performers in various categories are
rewarded from time to time. This reward includes Certificate/Momento, and it is
personally presented by MD.
• Quarterly internal Magazine-Mandovi Happening - Mandovi happening is an
internally based Quarterly magazine which gives insight of things happening in &
outside Mandovi. An Initiative by HR Dept. Which covers entire Mandovi & is a source
of communication with its family.
• Counselling - is done to certain employees who are either identified by Departmental
Head or the HR Manager. Employees can also approach the HR Manager voluntarily
and things are kept very confidential.
• Gratuity - This is applicable as per law. An employee who has completed 5 continuous
years of service in the organization is eligible to get gratuity.
• Grievance Handling - Grievance is handled by the HR Manager through certain
defined procedure and grievance handling cell is constituted to attend the aggrieved at
the earliest. The report of the same should be submitted with observations to the CEO,
10. Performance Management System
It is a method of evaluating the performance of an employee in a proper manner to give
a proper growth in respect to responsibilities, positions and compensations as well.
Based on his/her achievement, promotion/increment/rewards will be given in a suitable
way. It identifies areas of improvement & facilitates for training, improves performance
& transparency in the management system. In Mandovi PMS is done as Half yearly
review & Annual review.
• KRA's - Key Results Areas are critical areas where employee is expected to perform
based on given goals. Core functions like Sales, Service, True Value & Insurance
personnel's are quantifiable & are evaluated by the Department Head, immediate
supervisor & the HR Manager. Other supporting staff are evaluated by their immediate
supervisor.
11. Exit Interview - Is done to those employees who retire or resign from the company.
Employee will need to fill the Exit interview form, to understand the reasons for
separation and get some suggestions for improvement. Also no due form needs to be
signed by concerned departmental heads and submitted to the HR Manager.