A PROJECT REPORT ON

Sales & Service Management

Volkswagen Kolhapur SUBMITTED TO SANKALP BUSINESS SCHOOL PUNE IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE MASTER OF BUSINESS ADMINISTRATION BY Mr. AMIT KUKDE

UNDER THE GUIDANCE OF Mr. AMBAR BEHARAY

THROUGH

THE DIRECTOR, SANKALP BUSINESS SCHOOL WADGAON, PUNE 2010 2011.

Acknowledgement
A successful project is the result of teamwork and co-ordination that includes not only the group of developers who put forth the ideas, logic and efforts but also those who guide them. So, at the completion of the project, I feel obliged to extend our gratitude towards all those who made valuable contributions throughout project development. I wish to convey deep sense of gratitude towards Mr. Rahul Chordia (Owner) who gave us a golden opportunity to do the project in Unique Automobile Pvt. Ltd,Kolhapur. We would like to thank Mr. Amber Beharay (Project Guide) for their excellent guidance to decide the scope and to direct our project in expected way. I would like to thank Mr. B.R.Patil(Service Manager) and Mr. Milind Shinde (Sales Manager) for their guidance and providing all information of the organizations different department. I am thankful for all the knowledge, guidance and support imparted by them to us at any time we needed.

Mr.Amit kukde M.B.A.-II

Place : Kolhapur Date:

Declaration
I the undersigned hereby declare that the Project entitled Sales & Service Management, under the precious guidance and supervision of Mr.Ambar beharay is my original work. The empirical findings in this Project are based on the search conducted by me personally and are not a reproduction of any source. I undersigned declare that such copying is liable to be punished in the way the University authorities deem fit.

INDEX

Sr. No.
1. 2.

Content Executive summery

Introduction

Page No.

3. Organisation profile 4. Research design & methodology 5. Data presentation analysis & interpretation 6. Findings & suggestion 7. Annexure 8. Bibliography

EXECUTIVE SUMMERY
Sales & Service Management System is an important showroom requirement to be provided to store & collect information of Enquiry Details, Customer Details, Employee register, Quotation, Sales related information, Spares & Service life cycle. Sales & Service Management System mainly consist of to overcome the difficulties faced in daily transactions like sales, purchase, quotation Maintenance, as well as generation of daily, monthly reports a showroom. This project is developed by considering all the needs of transactions taking place in a authorized automobile showroom. It is useful to give details at any given time to the showroom management. In Kolhapur sector Volkswagen provide lots of facilities to the customer to purchase the car. there are various models are available in the showroom. according to customer requriment & there economic condition the car are segmented into the various class. there are various models are available in the Kolhapur showroom such as polo ,jetta, Passat, beetle, vento etc. The models are available according to customer economic condition, also brand name. the car are available in diesel & petrol models. in Kolhapur there is also service center attach to the showroom to reduce the effort and provide a good service to the customer so that customer relation also maintain good. They provide proper service to the customer before & after purchase the car. also they give insurance facility & extended warranty to the customer .Here for taking a car loan facility also available so that to purchase a car there is no need to go here & there for loan .there are various safety facilities are available to provide better service than any other cars. the car of Volkswagen provide lots of facilities and features with proper range .so that the customer get attracted to purchase the car. also company organize various promotional activities for advertise the new model & aware the customer through such type of activities .also company organize the demo to attract the customer and give full information to the customer. in Kolhapur showroom of Volkswagen there are various division of department to work properly & efficiently so that provide maximum facilities to the customer with minimum complaint. There is a proper chain of department which are work according to thereobjectives and goals to satisfy the customer need which they want before and after purchase the car.

INTRODUCTION
Sales & Service Management System is an important showroom requirement to be provided to store & collect information of Enquiry Details, Customer Details, Employee register, Quotation, Sales related information, Spares & Service life cycle. To overcome the difficulties faced in daily transactions like sales, purchase, quotation Maintenance, as well as generation of daily, monthly reports a showroom. This project is developed by considering all the needs of transactions taking place in a authorized automobile showroom. It is useful to give details at any given time to the showroom management. The scope of the system includes enquiry by applicant, customer, supplier, model details along with paid and due information. This system is designated to include all information of system as well as reports & proper validations are kept to avoid mistakes during data entry process. Meaning of sales : A contract involving transfer of possession and ownership of goods or property, or the entitlement to a service, in exchange for money or value is termed as sales. A 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 A sale is completed by the seller or 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 douche of or any claim upon the item. The purchaser, though a party to the sale does not execute the sale, only the seller does that. To be precise the sale completes prior to the payment and gives rise to the obligation of payment. If the seller completes the first two above stages (consent and passing ownership) of the sale prior to settlement of the price, the sale is still valid and gives rise to an obligation to pay. Academically, selling is thought of as a part of marketing, however, the two disciplines are completely different. A sale often forms a separate grouping n a corporate structure, employing separate specialist operatives known as salespeople. Selling is considered by many to be a sort of persuading "art".

Contrary to popular belief, the methodological approach of selling refers to a systematic process of repetitive and measurable milestones, by which a salesperson relates his or her offering of a product a purchasing activity. Selling also involves salespeople who are the primary agents of facilitating sales. Selling is the profession-wide term, much like marketing defines a profession. Recently, attempts have been made to clearly understand who is in the sales profession, and who is not. There are many articles looking at marketing, advertising, promotions, and even public relations as ways to create a unique transaction. Many believe that the focus of selling is on the human agents involved in the exchange between buyer and seller. Effective selling also requires a systems approach, at minimum involving roles that sell, enable selling, and develop sales capabilities. Selling also involves salespeople who possess specific set of sales skills and knowledge are required to facilitate the exchange of value between buyers and sellers that is unique from marketing, advertising ,etc. From the company point of view, there are three main objectives of sales management: sales volume, contribution to profit, and continuing growth. Top management has the final responsibility, because it is accountable for success or failure of the entire enterprise. In the process, objectives are translated into more specific goals they are broken down and restarted as definite goals that a company has a reasonable chance of reaching. Once these goals are finalized, it is up to sales force that play critical role in implementing the selling plans. Selling involves sales which are the pinnacle act of completed of a purchasing activity. Selling also involves salespeople who are the primary agents of facilitating sales. Selling is the profession-wide term, much like marketing defines a profession. Recently, attempts have been made to clearly understand who is in the sales profession, and who is not. There are many articles looking at marketing, advertising, promotions, and even public relations as ways to create a unique transaction. Man or service in return enabling the buyer to achieve their goal in an economic way. While the sales process refers to a systematic process of repetitive and measurable milestones, the definition of the selling is somewhat ambiguous due to the close nature of advertising, promotion, public relations, and direct marketing. Selling involves sales which are the pinnacle act of completed of relations as ways to create a unique transaction. Many believe that the focus of selling is on the human agents involved in the exchange between buyer and seller. Effective selling also requires a systems approach, at minimum involving roles that sell, enable selling, and develop sales capabilities.
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Selling also involves salespeople who possess specific set of sales skills and knowledge are required to facilitate the exchange of value between buyers and sellers that is unique from marketing, advertising ,etc. From the company point of view, there are three main objectives of sales management: sales volume, contribution to profit, and continuing growth. Top management has the final responsibility, because it is accountable for success or failure of the entire enterprise. In the process, objectives are translated into more specific goals they are broken down and restarted as definite goals that a company has a reasonable chance of reaching. Once these goals are finalized, it is up to sales force that play critical role in implementing the selling plans. Essential elements in a valid sale:

(1) Competence of both the buyer and seller to enter into a contract (2) Mutual agreement on the terms of exchange (3) A thing capable of being transferred (4) A consideration in money (or its equivalent) paid or promised.

When both the seller and the buyer perform their respective duties by abiding the above 4 elements of a valid sale, one can say that sale is executed Who is a seller? One who sells or initiates contracts to sell goods; the one who transfers property as a result of a sales contract. Who is a buyer? One who buys or agrees to make a purchase or one who has the capacity to finance his demand and receives property in exchange for money or valuable consideration. Meaning of service : Customer service also known as Client Service, it is a provision of service to customers before, during and after a purchase. Customer service is an organization's ability to supply their customers' wants and needs. Excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations. Improving customer service involves making a commitment to learning what our customers needs and wants are and developing action plans that implement customer friendly processes during and after a purchase. The service provided should be up to the customers satisfaction as this would lead to a better image of the company in the market, thus enhancing the sales.

There are five characteristics to a service which are discussed below:

Lack of ownership: one cannot own and store a service like you can a product. Services are used or hired for a specific period of time. Intangibility: one cannot hold or touch a service unlike a product. In saying that although services are intangible, the satisfaction consumers obtain have a direct impact on the sales of the company.

Inseparability: Services cannot be separated from the person who is rendering a service. Perishability : Services lasts for a specific period of time and cannot be stored like a product for later use. Heterogeneity: It is very difficult to make each service experience identical. Service Marketing Mix Marketing is an organizational function and a set of process for creating, communicating and delivering value to customers and for managing customer relationship in a way that benefits the organization and its stakeholders. It is a social process wherein individuals and groups obtain what they need and want through creating, offering and exchanging goods and values with others. But customers do not consume whatever the industry produce hence the producer must find the needs and preferences of the customer and then satisfy their needs. A producer can deliver better service to its customers by striking a proper balance by using the concept of service marketing mix.

Product Price Place Promotion People Process Physical evidence

Product A tangible object or an intangible service that is mass produced or manufactured on a large scale for the purpose of sale. A producer should provide better product quality, design, features, packing and service to its customers in order to have a niche in the market. Price The price is the amount a customer pays for the product. It is determined by a number of factors including market share, competition, material costs, product identity and the customer's perceived value of the product.The business may increase or decrease the price of product if other stores have the same product. Place Place represents the location where a product can be purchased. It is often referred to as the distribution channel. It can include any physical store as well as virtual stores on the Internet. Promotion Promotion represents all the communications that a marketer may use in order to promote a product. Promotion has four distinct elements viz. advertising, public relations, word of mouthand point of sale. Advertising covers any communication that is paid for, from television commercials, radio, Internet adverts, through print media and billboards. One of the most notable means of promotion today is the Public relations where the communication is not directly paid for and includes press releases, sponsorship deals, exhibitions, conferences, seminars or trade fairs and events. Word of mouth is an apparently informal communication about the product by ordinary individuals, satisfied customers or people specifically engaged to create word of mouth momentum. Sales staff often plays an important role in word of mouth and point of sale. Process Refers to the systems used to assist the customers in delivering the service and the time spent for the delivery of the product and it is a procedure, mechanism and flow of activities which lead to an exchange of value

Physical Evidence 1)Physical Evidence is the element of the service marketing mix

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OBJECTIVE & IMPORTANCE

OBJECTIVES

To know the satisfaction level of the customers towards Volkswagen considering the performance of product . To study the problem faced by customers in dealing with the company, delivery commitments and after sales service provided by the company.

IMPORTANCE

The study of marketing analysis of various services provided is very valuable sources of feedback information. Which will help the company to know the customers needs, desires, and opinion regarding the facilities provided by the company and knows its position in the market.

Due to increase in the competition and technical development it has become a must for the various organizations to carry out market analysis, which provide strategic information so as to take decisions on various matters.

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Volkswagen

Industry

Automotive

Founded

28 May 1937

Founder(s)

Ferdinand Porsche

Headquarters

Wolfsburg, Germany

Area served

Worldwide

Key people

Martin Winterkorn: Chairman of the Board of Management, Ferdinand Pich: Chairman of Volkswagen Supervisory Board

Products

Cars

Production output

4,591,851 units (2010)

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Company profile

Volkswagen (abbreviated VW) is a German automobile manufacturer and is the original and biggest-selling marque of the Volkswagen Group, which now also owns the Audi, Bentley, Bugatti, Lamborghini, SEAT, and koda marques and the truck manufacturer Scania. Volkswagen means "people's car" in German, where it is pronounced [flksvan]. Its current tagline or slogan is Das Auto (The Car).

HISTORY

19371945: People's Car project becomes Kubelwagen

Model of Porsche Type 12 (Zndapp), Museum of Industrial Culture, Nurnberg Volkswagen was originally founded in 1937 by the Nazi trade union, the German Labour Front (Deutsche Arbeitsfront) In the early 1930s German auto industry was still largely composed of luxury models, and the average German rarely could afford anything more than a motorcycle. Seeking a potential new market, some car makers began independent "peoples' car" projects Mercedes' 170H, Adler's AutoBahn, Steyr 55, Hanomag 1,3L, among others. The trend was not new, as Bla Barnyi is credited with having conceived the basic design in the middle 1920s.Josef Ganz developed the Standard Superior (going as far as advertising it as the "German Volkswagen"). Also, in Czechoslovakia, the Hans Ledwinka's penned Tatra T77, a very popular car amongst the German elite, was becoming smaller and more affordable at each revision. In 1933, with many of the above projects still in development or early stages of production, Adolf Hitler declared his
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intentions for a state-sponsored "Volkswagen" program. Hitler required a basic vehicle capable of transporting two adults and three children at 100 km/h (62 mph). The "People's Car" would be available to citizens of the Third Reich through a savings scheme at 990 Reichsmark, about the price of a small motorcycle (an average income being around 32RM a week) Despite heavy lobbying in favour of one of the existing projects, Hitler chose to sponsor an all-new, state-owned factory. The engineer chosen for the task was Ferdinand Porsche. Then an already famed engineer, Porsche was the designer of the Mercedes 170H, and worked at Steyr for quite some time in the late 1920s.

Erwin Komenda, the longstanding Auto Union chief designer, developed the car body of the prototype, which was recognizably the Beetle known today. It was one of the first to be evolved with the aid of a wind tunnel, in use in Germany since the early 1920s. The building of the new factory started 26 May 1938 in the new town of KdF-Stadt, now called Wolfsburg, which had been purpose-built for the factory workers. This factory had only produced a handful of cars by the time war started in 1939. None was actually delivered to any holder of the completed saving stamp books, though one Type 1 Cabriolet was presented to Hitler on 20 April 1938 (his 49th birthday). War meant production changed to military vehicles, the Type 82 Kbelwagen ("Bucket car") utility vehicle (VW's most common wartime model), and the amphibious Schwimmwagen which were used to equip the German forces. As was common with much of the production in Nazi Germanyduring the war, slave labor was utilized in the Volkswagen plant. The company would admit in 1998 that it used 15,000 slaves during the war effort. German historians estimated the that 80% of Volkswagen's wartime workforce was slave labor. Many of the slaves were reported to have been supplied from the concentration camps upon request from plant managers. A lawsuit was filed in 1998 by survivors for restitution for the forced labor. Volkswagen would set up a voluntary restitution fund.

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1945: British Army, Major Ivan Hirst, unclear future

The company owes its post-war existence largely to one man, British Army officer Major Ivan Hirst, REME. In April 1945, KdF-Stadt, and its heavily bombed factory were captured by the Americans, and subsequently handed over to the British, within whose occupation zone the town and factory fell. The factories were placed under the control of Oldham-born Hirst. At first, the plan was to use it for military vehicle maintenance. Short of light transport, in September 1945 the British Army was persuaded to place a vital order for 20,000. The first few hundred cars went to personnel from the occupying forces, and to the German Post Office. The car, and its town changed their Second World War-era names to "Volkswagen", and "Wolfsburg" respectively, and production was increasing. It was still unclear what was to become of the factory. It was offered to representatives from the British, American and French motor industries. Famously, all rejected it. After an inspection of the plant, Sir William Rootes, head of the British Rootes Group, told Hirst the project would fail within two years, and that the car "is quite unattractive to the average motorcar buyer, is too ugly and too noisy If you think you're going to build cars in this place, you're a bloody fool, young man" In an ironic twist of fate, Volkswagen would manufacture a locally built version of Rootes's Hillman Avenger in Argentina in the 1980s, long after Rootes had gone bankrupt at the hands of Chrysler in 1978the Beetle outliving the Avenger by over 30 years.

1945 to 1948: survival in Allied-occupied Germany As mentioned above, the Volkswagen factory at Wolfsburg came under British control in 1945; it was to be dismantled and shipped to Britain. Thankfully for Volkswagen, no British car manufacturer was interested in the factory; "the vehicle does not meet the fundamental technical requirement of a motor-car it is quite unattractive to the average buyer To build the car commercially would be a completely uneconomic enterprise" The factory survived by producing cars for the British Army instead. Allied dismantling policy changed in late 1946 to mid 1947, although heavy industry continued to be dismantled until 1951. In March 1947 Herbert Hoover helped change policy by stating: "There is the illusion that the New Germany left after theannexations can be reduced to a 'pastoral state'. It cannot be done unless we exterminate or move 25,000,000

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people out of it. Thanks to the protection of British Army Major Ivan Hirst, Volkswagen survived the perilous times, and became part of the German economic recovery.

1948 onwards: icon for the West German regeneration

1949 Volkswagen "split rear window"Sedan

Volkswagen Cabriolet (1953)

Volkswagen Type 2 (T1)

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An original 1300 Deluxe, circa 1966. From 1948, Volkswagen became a very important element, symbolically and economically, of West German regeneration. Heinrich Nordhoff (18991968), a former senior manager at Opel who had overseen civilian and military vehicle production in the 1930s and 1940s, was recruited to run the factory in 1948 Sales soaredthanks in part to the famous advertising campaigns by New York advertising agency Doyle, Dane Bernbach. Led by art director Helmut Krone, and copywriters Julian Koenig and Bob Levinson, Volkswagen advertisements became as popular as the car, using crisp layouts and witty copy to lure the younger, sophisticated consumers with whom the car became associated. Even though it was almost universally known as the Beetle (or the Bug), it was never officially labelled as such by the manufacturer, instead referred to as the Type 1. The first reference to the name Beetle occurred in U.S. advertising in 1968, but not until 1998 and the Golf-based New Beetle would the name be adopted by Volkswagen Although the car was becoming outdated, during the 1960s and early 1970s, American exports, innovative advertising, and a growing reputation for reliability helped production figures surpass the levels of the previous record holder, the Ford Model T. On 17 February 1972 the 15,007,034th Beetle was sold. Volkswagen could now claim the world production record for the mostproduced, single make of car in history. By 1973, total production was over 16 million. commemorate its passing the Ford Model T's record sales mark and its victories in the Baja 1000 Mexican races from 1967 to 1971, Volkswagen produced its first limitededition Beetle. It was marketed as the "Baja Champion SEin the United States and the "Marathon" Superbeetle in the rest of the world. 1961 to 1973: product line expansion

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An original and unmodified 1963 VW Type 3 Notchback.

VW expanded its product line in 1961 with the introduction of four Type 3 models (Karmann Ghia, Notchback, Squareback) based on the new Type 3 mechanical underpinnings, and again in 1969 with the larger Type 4 (411 and 412) models. These differed substantially from previous vehicles, with the notable introduction of monocoque/unibody construction, the option of a fully automatic transmission, electronic fuel injection, and a sturdier powerplant. Volkswagen added a "Super Beetle"[14] (the Type 113) to its lineup in 1971. The Type 113 differed from the standard Beetle in its use of a MacPherson strut front suspension instead of the usual torsion bars. Also the nose of the car was stretched 2 inches (51 mm) to allow the spare tire to lie flat, and the combination of these two features significantly increased the usable front luggage space. Despite the Super Beetle's (marketed outside North America as the VW 1302, later 1303) popularity with Volkswagen customers, purists preferred the standard Beetle with its less pronounced nose and its original torsion bar suspension.

Volkswagen Type 4 assembly line inWolfsburg as of 1973 In 1964, Volkswagen succeeded in purchasing Auto Union, and in 1969, NSU Motorenwerke AG (NSU). The former company owned the historicAudi brand, which had disappeared after the Second World War. VW ultimately merged Auto Union and NSU to create the modern day Audi company, and would go on to develop it as its luxury vehicle marque. However, the purchase of Auto Union and NSU proved to be a pivotal point in Volkswagen's history, as both companies yielded the technological expertise that
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proved necessary for VW to survive when demand for its air-cooled models went into terminal decline as the 1970s dawned.

1974: from Beetle to Golf/Rabbit

Volkswagen Passat (19731977 model) Volkswagen was in serious trouble by 1973. The Type 3 and Type 4 models had sold in much smaller numbers than the Beetle and the NSU-based K70 also failed to woo buyers. Beetle sales had started to decline rapidly in European and North American markets. The company knew that Beetle production had to end one day, but the conundrum of replacing it had been a never-ending nightmare. VW's ownership of Audi / Auto Union proved to be the key to the solution with its expertise in front-wheel drive, and water-cooled engines which Volkswagen so desperately needed to produce a credible Beetle successor. Audi influences paved the way for this new generation of Volkswagens, known as the Passat, Scirocco, Golf and Polo. First in the series was the Volkswagen Passat (Dasher in the U.S.), introduced in 1973, a fastback version of the Audi 80, using many identical body and mechanical parts. Estate/wagon versions were available in many markets. In Europe, the estate/wagon version dominated in market share for many years. Passat, Scirocco, Golf and Polo shared many character defining features, as well as parts and engines. They built the basis for Volkswagen's turn-around.

1974 to 1990: entering the mainstream

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Volkswagen Polo (19751979 model) While Volkswagen's range of cars soon became similar to that of other large European automakers, the Golf has been the mainstay of the Volkswagen lineup since its introduction, and the mechanical basis for several other cars of the company. There have been six generations of theVolkswagen Golf, the first of which was produced from the summer of 1974 until the end of 1983 (sold as the Rabbit in the United States and Canada and as the Caribe in Latin America). In the 1980s, Volkswagen's sales in the United States and Canada fell dramatically, despite the success of models like the Golf elsewhere. The Japanese and the Americans were able to compete with similar products at lower prices 1991 to 1999: moving up market

The 2000 Volkswagen Golf GL, in North American form In 1991, Volkswagen launched the third-generation Golf, which was European Car of the Year for 1992. The Golf Mk3 and Jetta arrived in North America just before the start of 1994 model year, first appearing in southern California in the late spring of 1993. The sedan version of the Golf was badged Vento in Europe, but remained Jetta in the U.S.

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The Volkswagen New Beetle

In 1994, Volkswagen unveiled the J Mays-designed Concept One, a "retro"-t themed concept car with a resemblance to the original Beetle, based on the platform of the Polo. Due to a positive response to the concept, a production version was developed as the New Beetle, based on the Golf's larger platform Volkwagen's fortunes in North America improved once the third-generation Golf and Jetta models became available there. Marketing efforts included Trek bicycles with accompanying bicycle racks on the 1996 Jetta sedan. The introductions of the New Beetle and the fifth-generationPassat were a major boost to the brand In the UK, Volkswagen's market share grew throughout the 1990s. In 1990, the Golf was Britain's 12th most popular car with nearly 50,000 units sold The Mk3 Polo achieved similar success in the mid 1990s, but in 1999 the Mk4 Golf was Volkswagen's first ever entrant in Britain's top 10 list of most popular new cars For Bentley, its future within the Volkswagen Group seemed bright as the launch of the Bentley Continental range helped Bentley post record-breaking sales of 10,000. Bugatti, after Volkswagen purchased the rights to use the name, showed three concept cars, the Bugatti EB110 (coup and saloon) and the Bugatti Chiron. Bugatti then launched theVeyron, with a top speed of 252 mph (406 km/h).

2000 to date: model range expansion

2006 Volkswagen Phaeton Volkswagen began introducing an array of new models after Bernd Pischetsrieder became Volkswagen Group CEO (responsible for all Group brands) in 2002. The sixth-generation VW Golf was launched in 2008, came runner-up to
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the Opel/Vauxhall Insignia in the 2009 European Car of the Year, and has spawned several cousins: VW Jetta, VW Scirocco, SEAT Len, SEAT Toledo, koda Octavia and Audi A3 hatchback ranges, as well as a new mini-MPV, the SEAT Altea. The GTI, a "hot hatchback" performance version of the Golf, boasts a 2.0 L Turbocharged Fuel Stratified Injection (FSI) direct injection engine. VW began marketing the Golf under the Rabbit name once again in the U.S. and Canada in June 2006. (The GTI had arrived to North America four months earlier).

The B5.5 fifth-generation Passat facelift In North America, VW faced many challenges. After rising significantly between 1998 and 2001, VW's North American sales began to fall sharply leading to a 2005 loss of roughly US$1 billion for its operations in the U.S. and Canada. Profitability has not been strong, and the lack of reliability of the company's cars appears to bear some of the responsibility for this situation. By 2005, its models sat near the bottom of Consumer Reportsreliability ratings, and J.D. Power and Associates ranked VW 35th out of 37 brands in its initial quality survey.

The 2006 Jetta Volkswagen in 2005, despite challenges, still maintained North American sales of 224,195a dramatic increase from the low in 1993 when US sales totalled only 49,533
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vehicles. Momentum continued for fiscal 2006, as VW's North American sales for the year were 235,140 vehicles, a 4.9 percent increase over 2005, despite a slump in domestic North American manufacturer's sales. In conjunction with the introduction of new models, production location of Volkswagen vehicles also underwent great change. (The Jetta has primarily been made in Mexico since 1989). VW is also in the process of reconfiguring an automotive assembly plant in Belgium. The new models and investments in manufacturing improvements were noticed immediately by automotive critics The J. D. Power and Associates 2006 Automotive Performance, Execution and Layout (APEAL) Study scored Volkswagen fourteenth overall with strong performances by its new Jetta and Passat models.

The fifth-generation Golf, sold in North America as the Rabbit. Volkswagen is recognised as one of the leading small diesel engine manufacturers, and is partnering with Mercedes and other companies to market BlueTec clean diesel technology. Volkswagen has offered a number of its vehicles with a TDI (Turbocharged Direct Injection) engine, which lends class-leading fuel economy to several models. According to the United States Environmental Protection Agency, four of the ten most fuel-efficient vehicles available for sale in the U.S. in 2004 were powered by Volkswagen diesel engines. They were a three-way tie for 8th (TDI Beetle, TDI Golf, TDI Jetta) and ninth, the TDI Jetta Wagon. As of 2007, VW has not yet offered a gasoline/electric hybrid powertrain such as that in the Toyota Prius (though a dieselelectric hybrid 5th generation Jetta was produced as a test vehicle). In addition, all Volkswagen TDI diesel engines produced from 1996 to 2006 can be driven on 100% biodiesel fuel. For the 2007 model year, however, strict U.S. government emissions regulations have forced VW to drop most diesels from their U.S. engine lineup, but a new lineup of diesel engines compatible to U.S. standards returned to the American market starting with Model Year 2009. These post-2009 Clean Diesel engines are limited to running on 5% (B5) biodiesel only to maintain Volkswagen's warranty.

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The 2006 Eos hardtop convertible Volkswagen long resisted adding a utility vehicle to its lineup, but it finally relented with the introduction of the Touareg in the early 2000s, sharing major components with the Porsche Cayenne and Audi Q7sport utility vehicles. Though acclaimed as a fine handling vehicle, the Touareg has been a modest seller at best. Some automotive analysts blame the Touareg's absence of a third-row seat, the relatively poor fuel economy, and the high vehicle mass. In May 2011 Volkswagen inaugurated the Volkswagen Chattanooga Assembly Plant. The plant will produce cars specifically designed for North America beginning with the New Midsize Sedan, which will be compete with North American market leaders Toyota Camry and Honda Accord. Production is scheduled to begin in early 2011 and is expected to end more than five years of losses in the world's largest auto market In 9 December 2009, Volkswagen AG and Suzuki reached a common understanding to establish a close long-term strategic partnership. Volkswagen will purchase 19.9% of Suzukis issued shares

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OPERATION Volkswagen has become a large international corporation from where it started and expanded to different worldwide markets and countries. The world headquarters of Volkswagen are located in its home country in Wolfsburg, Germany. Volkswagen AG, owned by the Volkswagen Group, is situated with other car manufacturers including Audi, SEAT, Lamborghini, Bentley, Bugatti, Scania, and Skoda. Volkswagen is currently Europe's largest automaker. For a long time, Volkswagen has had a market share over 20 percent Worldwide, Volkswagen officially ranks as the 3rd largest manufacturer behind Toyota and GM as measured by OICA in 2009. In 2010, Volkswagen, posted record sales of 6.29 million vehicles, with its global market share at 11.4%. Volkswagens core markets include Germany and China. After overtaking Ford in 2008, Volkswagen became the third largest automaker in the world. Volkswagen has aimed to double its US market share from 2% to 4% for the year 2014, and is aiming to become, sustainably, the world's largest car maker by 2018. Ownership Volkswagen is a publicly traded company, which issued ordinary shares and preferred shares. The ownership structure is complex. The following table shows the current shareholder structure. Note that neither the Porsche Automobil Holding nor the Porsche GmbH are identical with the Dr. Ing. h.c. F. Porsche AG, which is responsible for the production of Porsche sports cars. The Porsche Automobil Holding is owned by the Porsche family, the Emirate of Qatar, 49.9% are owned by the Volkswagen AG. The Porsche GmbH was sold to the Volkswagen AG. Shares Held by

50.76% as of 30 Jan 2009 Porsche Automobil Holding

2.37% as of 30 Jan 2009

Porsche Holding GmbH

20.26% as of 16 Feb 2008 State of Lower Saxony

17% as of 18. Dec 2009

Emirate of Qatar

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9.61%

Widely Held

Worldwide presence

Volkswagen has factories in many parts of the world, manufacturing or assembling vehicles for local markets. Volkswagen has manufacturing or assembly plants in Germany, Slovakia, China, India, Indonesia, Russia, Brazil, Argentina, Portugal, Spain, Poland, Mexico, Bosnia and Herzegovina, and South Africa. Volkswagen also has a new plant in Chattanooga, Tennessee, United States. In 2011, Volkswagen was named in the top 25 largest companies in the world by the Forbes Global 2000.

Museum Since 1985, Volkswagen AG has run the Volkswagen AutoMuseum in Wolfsburg, a museum dedicated specifically to the history of Volkswagen In addition to visiting exhibits in person, owners of vintage Volkswagens anywhere in the world may order what the museum refers to as a "Birth Certificate" for a set fee of 50 -- this formal "Zertifikat" indicates basic information known at the time of manufacture (colors, options, port of destination, etc.)

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ORGANISATION PROFILE

What does Volkswagen, Kolhapur do?

The Volkswagen, kolhapur is a main dealership of Volkswagen, India in kolhapur. Volkswagen, Kolhapur is a leading Sales & service provider of Volkswagen cars in Kolhapur. The company Sales Volkswagen cars from the range start 4,50,000 to 75,00,000 & purchase Cars as per customer needs. The company provides spares for different models of Volkswagen, also the company has a very trustworthy service & workshop to the customer. In a showroom the customer can see 9 cars at a time the showroom has a facility of state of art. Its expertise extends across a wide range of services and technologies encompassing development and management. The staff of Volkswagen has a diligent & adroit trained. The service department has a capacity to service more than 10 cars at a one day. The Volkswagen,
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Kolhapur combines the customer require facility in one place the company has a sales department, spares department & service, workshop department independently to provide better service to its customer. When was Volkswagen, Kolhapur founded? The Volkswagen, Kolhapur Founded in 2 Oct 2009.

Where is Volkswagen, Kolhapur located? The Volkswagen, Kolhapur is located at 122/1, Pune-Bangalore Road, Shiroli, Kolhapur-416122 Tel:91-230-2461516,2461517, Fax:91-230-2461520

Volkswagen, Kolhapur Sales following Cars: Volkswagen:

The New Polo

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 Vento

New beetle

passat

Jetta

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 Touareg

What services Volkswagen, Kolhapur provide? Sales of Volkswagen Different Models Purchase of Cars as per Customer Needs Provide Spares of different Models Provide Services & Workshop to Customers

How many people work at Volkswagen, Kolhapur?

Volkswagen, Kolhapur employs more than 55+ (as of April 2010) professionals at its Sales, Spares & Workshop Departments

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RESEARCH DESIGN & METHODOLOGY

Conceptualization Method of data collection Sampling

CONCEPTUALIZATION MEANING OF RESEARCH Research in common parlance refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The meaning of research as a careful investigation or inquiry especially through search for new facts in any branch of knowledge.

Research is an academic activity and as such the term should be used in a technical sense. Research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.

D. Slazenger and M. Stephenson in the Encyclopedia of Social Sciences define research as the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art.3 Research is, thus, an original contribution to the existing stock of knowledge making for its advancement. It is the pursuit of truth with the help of study, observation, comparison and experiment. In short, the search for knowledge through objective and systematic method of finding solution to a problem is research. The systematic approach concerning generalization and the formulation of a theory is also research.

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As such the term research refers to the systematic method consisting of enunciating the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts and reaching certain conclusions either in the form of solutions(s) towards the concerned problem or in certain generalizations for some theoretical formulation.

METHOD OF DATA COLLECTION Data collection can be grouped into the two types: 1. Primary Data 2. Secondary Data.

1. Primary Data: Data, which is collected for this specific purpose at hand, is called Primary Data. It is customize according to the need of the researcher and focuses exclusively on the current research problem. The collection of Primary Data is costly and time consuming. In situations where it is impossible to use the secondary data keeping in the view the requirements of the study or in case where there is no secondary data available, the only way is to collect Primary Data. This study is based on the primary data that was collected from 30 existing customers by the researcher through: Drafting Questionnaire

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2.Secondary Data: Secondary Data may be defined as data that has been collected earlier for some purpose of the present study. Any data that is available prior to the commencement of the research project is Secondary Data and therefore Secondary Data is called Historical Data. Source of Secondary data is classified into two categories that are published statistics and unpublished statistics.

The secondary data was gathered from company manuals and brochures, company files and records, websites and reference books mentioned in the Bibliography. Group of elements is referred as sample and the process is of selection is called Sampling.

SAMPLING METHOD:

The Sampling method was used Simple Random Sampling. Here, I have taken 150 sample sizes out of which I have got 90 responses. This process is done by E-mail .

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DATA PRESENTATION,ANALYSIS & INTERPRETATION Table No.1 customer satisfaction survey

Response Yes No Total

Respondent 115 35 150

percentage 76.66 23.33 100

approx 77 23 100

Customer satisfaction
80 70 60 Axis Title 50 40 30 20 10 0 YES Axis Title NO

Interpretation: Above graph shows 77% customer satified by the service of unique autobile facility and 23% does not satisfied by using this facility.

Inference: 77% customer use the volkswagen car service and 23% customer does not use the volkswagen car service. it means that people in India slowly aware about the Volkswagen car. volkswagen company try to satisfy the customer by providing better service and feature to the customers in India Also advertising and doing promotional activities to attract the people.
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Table No.2 which type of car they use to give better service.

Response maruti suzuki Honda TATA volkswagen Total

Respondent 49 21 41 39 150

percentage 32.666 14 27.333 26 100

approx 33 14 27 26 100

26%

33% maruti suzuki Honda TATA

27%

14%

Volkswagen

Interpretation: above graph shows 33% customer prefer to use Maruti Suzuki cars,14% customer prefer to use Honda cars,27% customer prefer to use TATA cars & 26% customers prefer to use Volkswagen cars.

Inference: most of the customer use prefer to use Maruti Suzuki , TATA & volkswagen company cars as compare to other cars companies. In India most of the people still prefer to use maruti Suzuki and TATAs company car due to availability of service centres ,spare parts, maintainance etc.
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Table No 3: Awareness about Volkswagen cars.

Response Yes No Total

Respondent 102 48 150

percentage 68 32 100

approx 68 32 100

70 60 50 40 68 30 20 32 10 0 YES NO

Interpretation: Above graph shows that 68% people aware about the volkswagen car and 32% people are not aware about Volkswagen cars. Inference: There is awereness about the volswagen car company in India is growing better in early days as compare to before a decade. for increasing the awareness about Volkswagen car in India various promotional activities & advertisement should be done by the company.

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Table No 4: Use of volswagen cars.

Response Yes No Total

Respondent 69 81 150

percentage 46 54 100

Approx 46 54 100

Sales

46 54 YES NO

Interpretation: Above graph shows 46% customer use Volkswagen cars and 54% people are not use Volkswagen cars.the use of Volkswagen car shows people are not yet ready to use a Volkswagen cars. Inference: from the above graph we can conclude that 46% customer prefer to use Volkswagen cars and other customers prefer to use other companies cars such as maruti ,TATA ,Honda ,Hyundai etc. this is happen because the people should not be aware about the company so they are not use Volkswagen car as compare to other.
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Table No5: cars use in India

Response HYUNDAI TATA HONDA FIAT VOLKSWAGEN Total

Respondent 21 24 19 16 25 150

Percent
14 16 30 12.6666 10.33333 16.66667 100

Approx
14 16 30 13 10 17 100

MARUTI SUZUKI 45

Use of cars in india

35 30 30 25 20 16 15 10 5 0 Hyundai TATA Maruti suzuki Honda Fiat volkswagen 14 13 10

17 Series 1

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Hyundai TATA Maruti suzuki Honda Fiat Volkswagen

14 16 30 13 10 17

Interpretation: above graph shows 14% customers use Hyundai cars,16% customers use TATA companies car,30% customers use Maruti Suzuki cars,13% customers use Honda cars,10% customers use Fiat cars and 17% customers use Volkswagen cars. Inference : Maruti Suzuki, TATA & Volkswagen companies cars are more use by the customers. Most of the people in India use maruti Suzuki ,TATA etc companies car due to various factor which affect on the customer choice of the car. Because the indian customer try to purchase such a car which have satisfy maximum condition of the customer. and the graph indicate the customer behaviour & choice of a car company.

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Table No 6: sources for awareness about cars

Response TV Advertisement promotional Exhibitions Newspapers Broucher,internet. Any other Total activities and

Respondent 20 45 22 28 35 150

percentage 13.3333333 30 14.6666667 18.6666667 23.3333333 100

approx 13 30 15 19 23 100

awareness about cars

TV advertisement promotional activities& exibition 30 19 15 newspaper Internet Any other

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13

TV advertisement promotional activities& exibition newspaper Internet Any other

13 30 15 19 23

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 Interpretation: above graph shows that 13% people aware about car by TV advertisement,30% people aware about car by promotional activities & exhibition,15% people aware about car by newspaper,19% people aware about car by using internet & 23% people aware by other media and by other ways.

Inference: promotional activities, newspaper,internet etc play important role to aware the people about the car & new brands of car launch by the car companies. Because without the promotional activities and advertisement customer can not aware about the cars and about company,or any other product.

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Table No7: For which type of car customer prefer to use

Response Less cost Milage Sefty Comfort Brand Look Total Customer use car by objective

Respondent 65 25 20 15 18 7 150

percentage
43.3333333 16.6666667 13.3333333 10 12 4.66666667 100

approx
43 17 13 10 12 5 100

12 10

5 43 less price milage safety

13 17

comfort brand looks

less price Milage Safety Comfort Brand Looks

43 17 13 10 12 5

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 Interpretation: from the above it shows that when customer decide to buy a car before buy they require that 43% for the price of the car,17% on milage of the car,13% on safety of car,10% comfort of car,12% brand of car & 5% on lloks of car.

Inference: customer mostly prefer a car on the basis of less price, milage & sefty because Indian people are price oriented and try to purchase any product with minimum price & will to provide maximum features and facilities from that product.

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Table No 8: Satisfaction Level of customer

Response Extremely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Extremely satisfied Total

Respondent 33 18 31 55 13 150

percentage
22 12 20.66667 36.66667 8.666667 100

approx
22 12 21 37 9 100

Satisfaction Level Of customer

Extremely dissatisfied 9% 27% 15% Neither satisfied nor dissatisfied Satisfied

22%

Dissatisfied

27%

Extremely satisfied

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 Interpretation: Above graph shows 9% customer are extremely satisfied, 27% customer are satisfied, 27% customer are neither satisfied nor dissatisfied and 15% customer are dissatisfied and 22% customer are extremely dissatisfied.

Inference: most of the customer are Dissatisfied it shows that use of cars gives less results.

This is happen because in India people generally are not aware fully about the volkwagen brand of car so people directly are not try to purchase a Volkswagen cars as compare to other brands of car.

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Table No 9: Availability of Volkswagen cars for Dealers become easy and quick.
Response Yes No Total Respondent 85 65 150 percentage
56.66667 43.33333 100

Approx
57 43 100

Availability of volkswagen cars for dealer Easy and Quick

43% 57%

Yes No

Interpretation: Above graph shows 57% Dealers response is availability of Volkswagen cars become easy and quick and 43% Dealers response is No. Inference: There is need to improve the distribution network of volkswagen. The distribution channel of Volkswagen car should improve to give better service for attracting the dealer & customer also.

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Table No 10: Different car companies offer & advertise for sale.
Response TATA Hyundai Honda Maruti Suzuki Fiat Volkswagen Total Respondent 21 24 45 19 16 25 150 Percent
14 16 30 12.6666 10.33333 16.66667 100

Approx
14 16 30 13 10 17 100

companies advertise for sale

35 30 30 25 20 16 15 10 5 0 TATA Hyundai Volkswagen Maruti Suzuki Fiat Honda 14 13 10 17

TATA Hyundai Volkswagen Maruti Suzuki Fiat Honda Total

14 16 30 13 10 17 100

Interpretation: above graph shows dealer offers & advertise for sale 14% by TATA,16% for Hyundai,30%for Volkswagen,13% for Maruti Suzuki,10% for Fiat & 17% for Honda respectively. Inference:Volkswagen & Hyundai give more offer for sale.
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Table No 11:

customer Response for Volkswagen

Response Good Bad Total

Respondent 117 33 150

percentage 78 22 100

Approx 78 22 100

customer responce
22

Good Bad 78

Interpretation: Above graph indicates that 62% Volkswagen car users gives a good response to retailers and 38% gives bad response to retailers.

Inference: Customers getting the good results from the use of Volkswagen car. The features of Volkswagen car & technology use in Volkswagen car also advance which give better safety ,comfort & security to the user so people get attracted.

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Table no. 12 How many dealer supply Volkswagen car.

Response Yes No Total

Respondent 35 15 50

percentage
70 30 100

Approx
70 30 100

Dealer Supply of volkswagen

70 60 50 40 70 30 20 30 10 0 Yes No Series1

Interpretation: Above graph indicates that 70% of Dealers supply the Volkswagen cars and 30% are not supplying volkswagen.

Inference: Graph shows that 70% Dealers supply volkswgen cars and other remaining supply other. There is strong network of other car companies in India which provide the car & distribute them in all region of India but slowly Volkswagen trap the car market in India & become competitor to other car company.

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Table No13: Dealers response for Volkswagen cars.

Response Good Bad Total

Respondent 65 35 100

percentage
65 35 100

Approx
65 35 100

dealers response for volkswagen

35%

Good 65% Bad

Interpretation: Above graph indicates 65% dealers give the good response and 35% dealers give bad response.

Inference: Reason for bad response is dealers have large demand & for offers about Volkswagen cars etc.

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Findings
The collected data is categorized in a systematic way according to need of objectives and then simple statistical techniques like percentage, pie chart, graphs are made in use to analyze the data.

Findings
Kolhapur is situated at west maharashtra region near goa where lots of whole seller lives and most of the businessman are lives such as sanjay ghodavat & others which are generally use to prefer a foreign branded cars. In kolhapur region the sourses of money for purchasing a branded cars are available due to the existence of wholesale market area by using that area people earn sufficient amout to purchase cars.

There are various dealers available in kolhapur region which supply the various brands of cars such as Chevrolet,Honda, Maruti Suzuki, TATA, Volkswagen etc. People in kolhapur area are aware about various brands of cars which is affect on the sale of car of different brands. Service centre of Volkswagen are situated near national highway no.4 which give better customer facilty . Maximum people lives in kolhapur are educated & highly qualified hence the awareness about new brands of cars & feature are good. Customer in kolhapur are intrested in service facility & safety of the volkswgen car.

Dealers in kolhapur area are well aware about Volkswagen company & the sale is satisfactory. Customer of volkswgen cars in kolhapur area are satifed by using Volkswagen car.

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suggestion
Kolhapur region are good for increasing the sales of Volkswagen cars because the people slowly aware about the Volkswagen car company.so for increase the awareness advertising & other promotional activity must be improve. Promotional activity should be organised in the peak locality area to make aware about the new models of car & awareness about company. Company should give major emphasis on marketing of the product through extension programmes like auto expo, and release of magazine for people etc. It should also make efforts to produce other forms of new models especially which has good demand in the market. Company may announce attractive cash discounts and allowances to the dealers which will help in the promotion of the product. Company should target big customers by sending mails or message or giving some offer or gift to the customer and follow - up which may influence small customers also. Company should focus more on area where dealers network is strong and wide. Maintain good relationship with customers.

Encourage distributor to maintain good customer relation with retailers and dealers. More focus on adequate supply of the material and timely availability of material for provide a better service to the customer. Company should fulfil the demands of the dealers and retailers for the supply of material.

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Limitations
1. The survey and research was carried out on the basis of data collected and information given by the surveyed customers. This source may have some limitations 2. Sometimes data was taken from the family members of the farmer which differ in the information. 3. It was tried to meet maximum possible customers to increase the accuracy. However, due to time and economical constraints, large number of customers could not be surveyed. 4. Sometimes respondents were reluctant to answer questions, which consequently increase the possibility of error. 5. Some customers were not interested to answer few questions because their experience with field assistants of different fertilizer company was not satisfactory

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Conclusion
This project was to study the sales and service management in Kolhapur for volkswagen. Through this project, it was tried to study the sales & service system of volkswagen for Unique Automobiles and also helped to study the Market share and position of different car dealers etc. At end of the study concluded that Annual requirement of Volkswagen car in Kolhapur area is experiencing steep increse. There is need to aware the customers about the feature of Volkswagen cars as compare to other cars company. The source of awareness is from the Retailers suggestions and customers feedback forms, promotional activities and exhibitions. More of customers are satisfied with the use of Volkswagen car from Unique Automobile in Kolhapur region. Dealers receive good response from the customers for giving good service to them. If the quality and good dealers network is coupled with the promotional activities, Volkswagen cars can snatch more market share. For improving sales & service facility, Unique automobile will have to revise its role. KOLHAPUR District is one of the potential areas of Maharashtra, where most of the customers are engaged in business, dealership and government job. Therefore there is large market potential for Volkswagen car. This project has given a great opportunity to work in organization and company. It has given a lot of support and encouragement in learning, improving knowledge about market share ,sales & service. It has also helped to study the role of Volkswagen in Indian economy.

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ANNEXURE
Customer Service Questionnaire
You can choose to leave your contact information blank if you wish to submit this questionnaire anonymously.

Name: ______________________________________________ Title: ________________________________________________ Address: _____________________________________________ City, State, Zip Code: ________________________________________________

1. How would you describe our cost-competitiveness compared to other companies that you researched?

Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: _____________________________________

2. How would you describe our responsiveness to your telephone calls, e-mails, etc.? Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: ________________________________________________________

3. How would you describe our personal one-to-one communications with you throughout the entire purchasing process? Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: ________________________________________________________

4. How would you describe the shipping time from your approval of our quotation until you received the product? Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: ________________________________________________________ 5.How would you describe the overall functionality of our website?

Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: ________________________________________________________ 6 a. How did you hear about us? _______________________________________________

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6 b. If you found us on the web, which search engine did you use? ____________________ 6 c. What search engines do you use most-frequently (in order)? _____________________ Additional Comment: ________________________________________________________ 7. If we mailed or e-mailed you sales material or a proposal, how would you describe the information which it contained? Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: ________________________________________________________ 8. In your opinion, did we give an honest and accurate representation of our product/service during the pre-purchase process? Yes ___ No ___ Additional Comment: ________________________________________________________

9. What were the deciding factors in choosing our product and company? _________________________________________________________________________ 10. How would you describe our overall service to you and your company? Excellent ___ Good ___ Average ___ Below Average ___ Poor ___ Additional Comment: ________________________________________________________

11. Can we use the information and/or comments that you provided in this questionnaire in our advertising? Yes ___ No ___ If yes, can we include your name, title and/or company name? Yes ___ No ___ 12. Are there any companies that you think might benefit from the product that you purchased? If so, would you be kind enough to list them below? Company: _______________________ Contact: _______________________ Phone #: _______________________ Address: _______________________ _______________________ ___________________

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Customer Satisfaction Survey

:

Survey Questionnaire
Directions to Survey Participants: please rate each of the following indicators in terms of your level of satisfaction. The scale is 1 to 10 where: 10 = Extremely Satisfied and 1 = Extremely Dissatisfied.

Sales Process
Extremely Extremely How satisfied are you with your UNIQUE AUTOMOBILE. sales rep... Satisfied Dissatisfied 1. 2. Conducting business in a professional manner? 10 9 8 7 6 5 4 3 2 1 NA Technical knowledge of the product line? 10 9 8 7 6 5 4 3 2 1 NA

3. Providing product support, e.g. brochures, catalogs, etc? 10 9 8 7 6 5 4 3 2 1 NA 3. Turnaround time for receiving a quote? 10 9 8 7 6 5 4 3 2 1 NA

Product
Extremely Extremely How satisfied are you with the... Satisfied Dissatisfied 4. 5. 6. 7. 8. The functionality/performance of the products? 10 9 8 7 6 5 4 3 2 1 NA Lead times from order to delivery? 10 9 8 7 6 5 4 3 2 1 NA The ability to resolve quality issues in a timely manner? 10 9 8 7 6 5 4 3 2 1 NA The breadth of the product line? 10 9 8 7 6 5 4 3 2 1 NA The overall product quality? 10 9 8 7 6 5 4 3 2 1 NA

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Customer Service / Inside Sales

Extremely Extremely How satisfied are you with the Satisfied Dissatisfied 9. Professionalism of Customer Service staff? 10 9 8 7 6 5 4 3 2 1 NA

10. Availability of Customer Service staff to take your phone calls? 10 9 8 7 6 5 4 3 2 1 NA 11. Response time on your inquiries, either by phone or email? 10 9 8 7 6 5 4 3 2 1 NA 12. Product knowledge of the Customer Service staff? 10 9 8 7 6 5 4 3 2 1NA

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BIBLIOGRAPHY Company website. ( www.volkswagen.com) www.autoexpo.com www.zigwheels.com

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