full n final project 2

8/6/2019 Full n Final Project 2

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COMPANY PROFILE

INTRODUCTION:

HISTORY/FUTURE AND NATURE OF BUSINESS:

Under the banner of 3ace Solutions Private Limited, 5 proprietary business houses have joined

their hands in 2006 to emerge as a strong organization, both in terms of geographical

reach as well as marketing & technical expertise. Being a front-line in sales, service &

customer debt management of some of the top national as well as international

organizations to deal in, company is looking forward to achieve further milestones.

3ace also deal in consumables used for XEROX COPIER/PRINTER machines, the yearly turnover of

the same goes up to approximate Rs.1, 25, 00,000/-. This business in last two year has

shown growth of more than 20% for the company & with changing market strategy &

new technology multifunctional printing machines being in demand; it is expected togrow more.

Company hold the exclusive service & sales support franchisee for Xerox India Limited, which is

one of the leading document-print solution companies of the world. They sell & service,

office-automation equipments & consumables. Around 3200 photocopier machines are

supported technically by firm. Also the billing cycles are monitored for the revenue

generated by them to the tune of Rs. 22 lacs per month approximately.

They also impart technical service as an authorized service franchisee of Tata Teleservices Limited,

one of the telecom giants of India, for their domestic, commercial as well as public

telephony solutions. In all they handle a customer base of around 1,02,000 for Tata

Teleservices Limited. A team of 60 engineers handle the same. Apart from this, 3ace alsomarket their public telephony products and are responsible to generate revenue of Rs.30

lacs per month from the same. company also undertake the non-performing asset

recovery on behalf of the company.

3ace provide debt management solutions to telecom & banking companies like Xerox India

Limited, Idea Cellular Limited, Tata Teleservices Limited, HSBC, HDFC, ICICI and others.

They operate with intense ageing analysis of client data along with a strong on-field

backup team, having dynamic inter-personal skills. They also handle customer retention

operations for Tata Teleservices and Idea Cellular Limited.

Company have state of the art call centre solution outsourced for TTSL for retention & also have

extended arm in TRAINING for OPERATIONS, PROCESS, SALES, CUSTOMER SERVICE &Customised training solution for call centre & soft skills.

GEOGRAPHICAL REACH OF THE ORGANISATION:

3ace is present at sequential locations ranging from Saurashtra to South Gujarat. Their major

operational branches are located at Ahmedabad, Rajkot, Jamnagar, Bhavnagar, Anand,

Bharuch, and Ankleshwar & Surat which are centrally operated from the Hub Office of

Vadodara. Also encompassed are other locations like Kheda, Nadiad, Halol, Godhra, Dahod

and surroundings. With a varied reach in most of the commercial patches of Gujarat, gradually

company is looking forward to expand the reach within the country.

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INFRASTRUCTURE & MAN-POWER

At all the above mentioned locations, we have office space of 4000 sq ft approx, equipped with all

needed infrastructure to facilitate day to day operations for most business types.

Operating with the total man-power of 250, which comprises of teams serving the

segments of acquisitions, tech-support as well as debt & asset management for our

clients. The teams are a blend of both business aggression as well as experience &

maturity.

BUSINESS COMPETENCE IN MARKET PLACE

Company is promoted by 6 directors having wide experience in terms of sales, service, technical

support, customer care & information technology & trainings. Major customers & major

agreements for service contract (revenue sources) are for long terms & from GOVT.

/SEMI GOVT./CORPORATES/PUBLIC SECTOR organizations.

Being in service industry handling customer base of more than 1.5 Lacs, we have mastered the art

of Customer Satisfaction. We have experienced 8 Tele-Care personals making tele-calls

to various customers and take there feedback, with that we do analysis of the same and

implement the strategies for further improvement. We have been recognized by many

organizations in terms of Customer Satisfactions, which were done by external agencies.

FINANCIAL DETAILS AND INFRASTRUCTURE

3Ace have turnover of13 crores, with owned offices based at Baroda & Ahmedabad having office

space of 4000 sq. feet, with offices at Anand, Bharuch, Halol & Surat along with 4

godowns. Company have 40 telephone lines, 5 fax and dedicated 24 hrs Internet cable

line from VSNL

And its core strength is our strong customer base of more than 1.5 lacs and 250 loyal, dedicated

employees.

FUTURE PLANS

Firm intend to get associated with Companies dealing with world class product which are customer

service oriented, for simple reason of our experience in handling product related to

Services and hence CUSTOMER SATISFACTION.

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VISION:

To emerge as one of the TOP 5 Service Provider within the XEROX INDIA Family & to bebenchmarked by added principals in information technology, Health care, communication

industry through a continuing commitment to quality & customer orientation.

MISSION:

To develop market & service the range of principals offerings, products through self managed

teams of professionals to help our principals enhance quality & become more cost

effective through the productivity improvement.

CORE VALUES:

Place Customer First

Believe People Make institutions

Build work culture based on integrity, openness, trust & team work

Be a learning organisation & achieve national Benchmarks

Build a long term WIN-WIN relationship with all principals

Nurture & develop total solution outsourcing business to achieve breakthrough growth

Encourage Creativity

Be a role model lead by vision, experience & empowerment.

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Organization Chart

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MANAGING

DIRECTOR

MANAGER

CREDIT

&CONTROL

MANAGER

STORES/

DISTRIBUTION BUSINESS

HEAD

ACCOUNTS

OFFICER

TERRITORY

MANAGER

SERVICE

MANAGER

HR & ADMIN

MANAGER

MIS

&

COLLECTION

EXECUTIVES

ASSISTANT

STORE

MANAGER

DELIVERY

EXECUTIVES

BUSINESS

DEVELOPER

SALES

EXECUTIVE

RECEPTIONIST

ACCOUNTANT

BUSINESS

DEVELOPERWORKS

CONTROLLER

TECHNICAL

CONSULTANT

SENIOR

ENGINEER

JUNIOR

ENGINEER

CUSTOMER

SERVICE

ENGINEER

FLOOR

HEAD

SUPERVISOR

TEAM

LEADER

CUSTOMER

RELATION

MANAGER

TELE

CALLERS

COLLECTION

EXECUTIVE

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Companys Present Operation

I. Office Automation

Copiers

Printers

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Scanners

Duplicators

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MFD (Multi Functional Devices)

II. Telecom

PCO/WLL/WLN

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International Sim cards

III. BPO

Retention/Collection

Installation and Repairs for Telecom and Financial institutes

IV. DTH Service

Reliance - Installation and Repairs

V. IT Media

Projectors

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IWB (Interactive White Boards)

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Services

As far as services are concerned, company is giving services under the head of AMC thatis Annual Maintenance Contract. Annual Maintenance Contract means contract

which gives the surety to party for the servicing the machines including spareparts.

AMC mainly includes two types

Full Service maintenance Agreement (FSMA)Spares & Services maintenance Agreement (SSMA)

About Full-Service Maintenance Agreements

Nothing in the marketplace is as comprehensive as Xerox Full Service Maintenance Agreements(FSMAs). Xerox FSMAs include what you need to make your job simpler and keep your businessmoving forward.

Xerox FSMA value-added features:

Coverage for all repair and maintenance costs

Support available beyond contract hours

Flexible coverage and support options

World-class customer care processes

On-site and remote hardware problem resolution

Second-level support

Access to the knowledge of Xerox design and manufacturing engineers

User application assistance

Diagnostic and operating licenses, and system upgrades

Xerox Sixth Sense Technologies

Ensures the Xerox Total Satisfaction Guarantee

Xerox is known for quality and personal service.Xerox is recognized as one of the top 10 service providers worldwide. Additionally, the XeroxServices organization has long been recognized as one of the best trained and best equipped inthe industry. Along with comprehensive knowledge of our products, Xerox professionals arerenowned for their attention to personal service and eagerness to always be there for you andyour Xerox equipment.

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About Call & Material Basis

If YOU don't have a Xerox Service Agreement............ To cover your Xerox product, Xerox does provide remote and local on-site service on a "Calland Materials" basis. If you request C&M service, you will get the same benefits of Xerox certified

technicians, 100% Genuine Xerox Parts and knowledgeable second level support. Features of C&Mservice include:Labor: Billed at current labor rates.Travel: Charged depending on service zone.Parts: 100% Xerox Parts billed based on the parts needed to complete repairs.Response Time: Best effort; prioritized behind Xerox Service Agreement customers.

About SPARES & SERVICE MAINTENANCE AGREEMENT:

This agreement covers all spares & services for a period of one year for the fix yearly charge

payable in advance. All services are supported as per full service maintenance agreement, with theonly key difference, the consumables are not covered & customer needs to purchase from usseparately, as & when needed.


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Initial Product Orientation with Rex Rotary India

To become a successful, sales & marketing individual, one must have full knowledge of theproducts & services he is going to offer to his customer in the future. So in the very beginning ourcompany, 3ace has outsourced the product-orientation of three days to Rex Rotary India Pvt. Ltd.,a channel partner with Kyocera Ltd. They have also tie-up with 3ace on certain contractual

agreement.

Introduction

Rex Rotary India (RRI) was conceptualized with the guiding philosophy of providing costoptimized solutions to customers for Document Management Solutions in 1993.

Presently, Rex Rotary India through a metamorphosis spanning 15 years has shown forthas a leader in offering Consultancy and Solutions in a gamut of domains, that have a direct impacton the Efficient Knowledge Management of the customer organization, even while we assist themin achieving over all efficiency and productivity enhancement with the most cost effective solutionsusing State of the Art technology in conjunction with our Proprietary Operational Innovation.

Rex Rotary India now leverages the experience and wisdom of one and a half decades toassert its Leadership in the Digital Document, Imaging, and Security & Communication Solutions.

Its products ranging from Digital Document Products, Digital Imaging Products & Solutions,

Digital Security Products & Solutions, Digital Communication Products & Solutions, And Digital

Enterprise Solution Products.

Products Offered at Rex Rotary India.

Under Digital Document Products, Rex Rotary India offers

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Multi Function Devices / Products A4 & A3 Digital Copiers Digital Duplicators Document Management Solutions

Product Information

Well, for this industry we mainly worked for the three to four products for which productorientation is given as below:

NORMAL COPIER:

Copiers are divided into mainly two categories on the basis of its technology.

I. Analog Copier :

Analog copier is the outdated one. This was in the previous years.

II. Digital Copier :

This is the most general copier which now a days used by corporate.

And these copiers are also divided into two parts on the basis of its functional

advancement;

i. Dual Copier :

Dual copiers are sold by very few companies now days. It includes both tonner and

developer.

ii. Mono Copier :

Where as mono copiers are sold by most of the company in the world.

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PRINTERS:

Printers generally divided into the two types on the basis of their technology like under,

I. GDI Printer: GDI (Graphic Device interface) types of printer in which you can connect up to5-6 PCs.

II. Network Printers: Network printers are those in which you can connect as many PCs as you

want.

Factors affecting the the copier-printer are under;

Volume: By knowing volume we can come to know whether to offer copier-cum-printer

or printer-cum-copier.

Concerned Person: It is very important to meet with the proper concerned person.

He/she must be on following one position.

Purchase Manager

IT Manager

Admin Manager

Branch Manager

Users: Users is also the main factor, one has to see which paper he uses maximum, A3

or A4

Types of Work: Types of work is also the important factor.

Power Consumption: It is said to the most important factor, as its costs high in any

process of the organisation.

Paper Capacity: Paper capacity of machine is its cassette, which also plays significant

role in many times

DUPLICATOR MACHINES:

This new technology used when

When more than 500 copies to be copied then its used.

At 500 copies, break-even occurs.

First master copy takes longer time.

Product by Riso

SCANNER MACHINE:

Scanner machines are of two types

a) A4 scanner

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b) A3 scanner

Comparison between copier and duplicator

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Market Segmentation Application

Well, our project was all about the market segmentation in the copier industry. In the very first,

stage we were required to find the suspect in the education field. So here is the example of

market segmentation on the basis of industry concerned.

Then after getting the data of various schools, colleges, institutes, consultants, training institutesetc, again we used the concept of market segmentation. We had done this thing on the

geographical basis, economical basis and demographic basis. Here it is explained with the proper

examples.

Geographical Segregation of the Institutes:

All the institutes, schools and colleges are scattered and situated in many different areas of the

Ahmedabad and outskirts of the city. So first to reach everywhere we grouped each of these

institutes in to various areas and location. And then finally we three separately picked different

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location everyday by using the codes. So thus, we had done geographical segregation

meaningfully.

Coding:

Coding is the method we adopted for the systematic and smarter visit to the institutes. Coding

means giving code to the particular zone, and categorized the institutes of the same area underthat code. For e.g., H.L. College of commerce, Som-lait and St. Xaviers are in same area. Then

they would be under one single code. I.e. Code-005.And also these codes are formed keeping in

the mind the preference of visit. Means first visit to code-001, then code-002 and so on. So this

method was a bit useful.

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CODE ZONES

001 Ashram rd.

002 Law garden/C.G. Road

003 Laldarwaja/relief road/Raipur

004 Vasna/Paldi

005 University/Navarangpura

006 Vastrapur/S.G.Highway/Bodakdev

007 Thaltej/Gurukul

008 Satellite/Jodhpur

009 Shahibaugh/Sabarmati

010 Gandhinagar/other odd places


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Economical Segmentation:

Economical classification was also one of the handy types of the segmentation. Each of the schools

or institutes were analyzed and decided on their financial strength keeping in mind in the analyzing

stage of the SPANCO. They were different from one another and having many types like

government school, grant-in-aid institutes, self-financed institutes, trust schools & colleges and so

on. Naturally self-financed institutes would be more spending and having modernization approach,

whereas government ones are those which are bit conservative and less spending. So there are

obviously less chances of giving offer compared to those self-financed. And also where

management of the organization is much liberal towards its spending, greater the chances of

business.

Demographic Segmentation:

Here in our project demographic segmentation mainly refers to the strength and heads of the

organization. After assuming the number of the heads, we tend to make call for suspects. As,

naturally more number of people involving in the organization, more will be the usage of papers,

and thus more volume. Hence we can give better solution to them which minimizes its variables

cost per page. For example, in the organization like Nirma University, L.D. College of Engineering.

There we can have some long lasting deal. And those places where less no. of heads or less Xerox

volume and more the computer print-outs, we have limited scope of offerings or we can give

printer-cum-copier as a solution. So thus in this way, we used demographics segregation.

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Market Segmentation - Concept

Definitions:

A market segmentation of people or organizations sharing one or more characteristics that

cause them to have similar product and/or service needs.

The process of dividing up a total market into subgroups with similar characteristics.

The division of a market into segments. Each segment consists of a group of consumerswith similar requirements, which can be distinguished from the requirements of otherconsumers in the market. ..

Companies cannot profitably serve all consumers in a given marketat least not allconsumers in the same way. Thus, a company must take three steps to determine howthey will sell in the available markets. The first step in that decision process is marketsegmentation. ...

Purpose of Market Segmentation

The purpose for segmenting a market is to allow your marketing/sales program to focus on thesubset of prospects that are "most likely" to purchase youre offering. If done properly this willhelp to insure the highest return for your marketing/sales expenditures. Depending on whetheryou are selling your offering to individual consumers or a business, there are definite differences inwhat you will consider when defining market segments.

Variables Used for Segmentation

Geographic variables

Region of the world or country, East, West, South, North, Central, coastal, hilly,etc.

Country size/country size: Metropolitan Cities, small cities, towns.

Density of Area Urban, Semi-urban, Rural.

Climate Hot, Cold, Humid, Rainy.

Demographic variables

age

gender Male and Female

family size

family life cycle Education Primary, High School, Secondary, College, Universities.

income

occupation

socioeconomic status

religion

nationality/race (ethnic marketing)

language

Psychographic variables

personality

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http://en.wikipedia.org/wiki/Geographyhttp://en.wikipedia.org/wiki/Regionhttp://en.wikipedia.org/wiki/Countryhttp://en.wikipedia.org/w/index.php?title=Density_of_Area&action=edit&redlink=1http://en.wikipedia.org/wiki/Climatehttp://en.wikipedia.org/wiki/Demographicshttp://en.wikipedia.org/wiki/Ageinghttp://en.wikipedia.org/wiki/Genderhttp://en.wikipedia.org/wiki/Familyhttp://en.wikipedia.org/wiki/Educationhttp://en.wikipedia.org/wiki/Incomehttp://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/Socioeconomicshttp://en.wikipedia.org/wiki/Religionhttp://en.wikipedia.org/wiki/Nationalityhttp://en.wikipedia.org/wiki/Race_(classification_of_human_beings)http://en.wikipedia.org/w/index.php?title=Ethnic_marketing&action=edit&redlink=1http://en.wikipedia.org/wiki/Languagehttp://en.wikipedia.org/wiki/Psychographichttp://en.wiktionary.org/wiki/personalityhttp://en.wikipedia.org/wiki/Geographyhttp://en.wikipedia.org/wiki/Regionhttp://en.wikipedia.org/wiki/Countryhttp://en.wikipedia.org/w/index.php?title=Density_of_Area&action=edit&redlink=1http://en.wikipedia.org/wiki/Climatehttp://en.wikipedia.org/wiki/Demographicshttp://en.wikipedia.org/wiki/Ageinghttp://en.wikipedia.org/wiki/Genderhttp://en.wikipedia.org/wiki/Familyhttp://en.wikipedia.org/wiki/Educationhttp://en.wikipedia.org/wiki/Incomehttp://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/Socioeconomicshttp://en.wikipedia.org/wiki/Religionhttp://en.wikipedia.org/wiki/Nationalityhttp://en.wikipedia.org/wiki/Race_(classification_of_human_beings)http://en.wikipedia.org/w/index.php?title=Ethnic_marketing&action=edit&redlink=1http://en.wikipedia.org/wiki/Languagehttp://en.wikipedia.org/wiki/Psychographichttp://en.wiktionary.org/wiki/personality


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life style

value

attitude

Behavioural variables

benefit sought

product usage rate

brand loyalty

product end use

readiness-to-buy stage

decision making unit

profitability

income status

Technographic variables

motivations

usage patterns

attitudes about technology

fundamental values

lifestyle perspective

standard of living

profit is there in business from the existing clients

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http://en.wikipedia.org/wiki/Life_stylehttp://en.wikipedia.org/wiki/Value_(personal_and_cultural)http://en.wikipedia.org/wiki/Attitude_(psychology)http://en.wikipedia.org/wiki/Behaviorhttp://en.wikipedia.org/wiki/Behaviorhttp://en.wikipedia.org/w/index.php?title=Product_usage_rate&action=edit&redlink=1http://en.wikipedia.org/wiki/Brand_loyaltyhttp://en.wikipedia.org/w/index.php?title=Product_end_use&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Readiness-to-buy&action=edit&redlink=1http://en.wikipedia.org/wiki/Decision_making_unithttp://en.wikipedia.org/wiki/Profit_(accounting)http://en.wikipedia.org/w/index.php?title=Income_status&action=edit&redlink=1http://en.wikipedia.org/wiki/Technographichttp://en.wikipedia.org/wiki/Life_stylehttp://en.wikipedia.org/wiki/Value_(personal_and_cultural)http://en.wikipedia.org/wiki/Attitude_(psychology)http://en.wikipedia.org/wiki/Behaviorhttp://en.wikipedia.org/w/index.php?title=Product_usage_rate&action=edit&redlink=1http://en.wikipedia.org/wiki/Brand_loyaltyhttp://en.wikipedia.org/w/index.php?title=Product_end_use&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Readiness-to-buy&action=edit&redlink=1http://en.wikipedia.org/wiki/Decision_making_unithttp://en.wikipedia.org/wiki/Profit_(accounting)http://en.wikipedia.org/w/index.php?title=Income_status&action=edit&redlink=1http://en.wikipedia.org/wiki/Technographic


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BENEFITS OF APPROACH TO MARKET SEGMENTATION

Value based segmentation is the first segmentation scheme that uncovers the "hotbutton" for each customer.

It is comprehensive, resulting in a score for every customer in the database. Thismeans we can sell to the sweet spot of all customers, not just those customers whomwe surveyed.

Value based segmentation works in concert with data mining. Data mining alone

matches a person to a product. With value based segmentation we can match a personto a product to a pitch.

It enhances data mining targeting because the value-based segment score can act as astrong predictor of the behaviour that the data mining model is attempting to predict.

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SPANCO: A Concept

(SUSPECT, PROSPECT, ANALYSIS, NEGOTIATION, CONFIRMATION, ORDER)

SPANCO - Effective monitoring of the prospect to customer conversion process

The selling process is a crucial factor for any business. Yet often, sales management is based onindividual goodwill. Of course, goodwill is essential to achieving an objective, but it is not enoughon its own. It has to be combined with the necessary factors for success, motivation, incentives,training, etc. not forgetting the methodology.

In your company, like elsewhere, the sales process can be broken down into stages. Each of thesestages is associated with a series of actions to be undertaken. By clearly identifying the stages inthe sales process, you will be able to see the state of your portfolio of leads, so that at anymoment, the salesperson (and their line management) can identify where and how to intervene inorder to turn a lead into a customer.

SPANCO stands for:

SuspectDefinition of the target

Prospect Identification of the lead

Approach - Analysis Evaluation and qualification of requirements, identification of thesolution

Negotiation process

Closing Finalization of the order

Order Ongoing Account follow-up (up and cross-selling, etc.) Order management and salesmonitoring

Although the SPANCO method offers visibility for each lead and progress at the various phases of

the sales process, it also provides you with an ongoing vision of the rate of sales activity in yourcompany. SPANCO enables you to display sales figures with KPI's (Key Performance Indicator) aswell as to generate, manage and convert leads into customers. Areas of difficulty which may arisein terms of the various phases will be clearly highlighted, so that corrective action will be all themore effective and thus improve the performance of your sales department.

Depending on your company's position in the Added Value/Sales Method table, the sales process,

your product and service lines, SPANCO has to be adapted in order to meet the specific

requirements of your situation. Preferably, it should be integrated with your CRM

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SPANCO: A Practical Application

SUSPECTING:

In the very first step of the project was the finding the suspect, means the market wewant to enter, market we want to cater the needs. As our firm was not much involving with the

education sector and hence it was untapped market for them except few organizations. So as an

MBA-trainee, we were given task to find the suspect in the education sector and to make a call.

So all we had to do on our own, right from choosing sample to the final stage of

order. First in order to gather database, we searched various schools, colleges, training institutes,

abroad consultant, and universities from internet. And then it was time to determine where to go

and how to go. As our sample size was 120 institutes, we ended up by suspecting in 60

institutes, from which we collected the data personally. For that, we even did various activities as

an exercise before going to the field, like under;

Brain-storming & vital few:

In this particular session, we have done much planning and brain storming for the

probable replies. We have done this thing among three of us and with one of the director of our

company. Very common questions like how to initiate talk, and what could be the probable

answers we get from them were the main vital few of the suspecting activity.

Script-writing:

By asking and communicating with one another we even did script-writing and

listed down the frequently asked questions so that there wont be any confusion arise at the time

of interacting with the customers.

Role-plays:

After doing script-writing, we have done different role-plays among us and our

director. For e.g., out of three members one became caller, second customer and third would play

a role of observer.

We did suspecting activity with the help of suspect-card, as a mean of getting

details, which was given us by our firm. In the suspecting, sometimes we experienced that some

of the institutes which actually seems to be conservative and orthodox in giving details but there

we get some very good reply, where as at some places where we were expecting some good reply

but we get negative or no reply.

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PROSPECTING:

Prospecting is the second activity which we did after the suspecting in this process.

In prospecting we have worked upon the institutions in which we found the bright prospects tooffer the solutions for the documentation. For this prospecting we even determined the criteria for

selection like under:

Criteria for selection:

There are mainly four criteria for selections that we determined for our suspecting;

High Volume of Usage

To select any prospect, for this industry it is very important to know the volume or

usage per month to offer the solutions. For, e.g. if any org. need to copy minimum 500

same copies per month, in that case duplicator machine would be more feasible. Then also

on the basis of its volume, we can offer high end and low end machines.

Simplified structure of Organization

For purchasing decision, it is very important to know the structure of theorganization. And also the decision hierarchy, whether it is centralized ordecentralized.

Modernization Approach

Modernization approach refers to the attitude, willingness to spend and way ofworking of the organization. Broader the perspective of the organization, better thechances of the deal.

Self-financed colleges and private coaching classes

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As from our whole sample, we found that self financed colleges and privatecoaching classes are the one from which we can expect some positive responseand can find need in them. So we also took them as our main criteria for selection.

As whenever we move forward, we did realize these criteria for selection works immensely. So,

getting row data of the marketing and from that finding the possible prospects was the thing which

we get from the this experience.

List of Institutes for the sample study

A.G.TEACHER'S COLLEGE (AES)

AES-PGIBM (HL-MBA)

AHMEDABADINSTITUTEOFTECHNOLOGY

AHMEDABADINTERNATIONAL SCHOOL

AMA

AMITY BUSINESS SCHOOL

ANAND NIKETAN, SATELLITE

AROMACOLLEGE

BRITISHLIBRARY

C.U. SHAHCOMMERCECOLLEGE

CEECHIMANBHAIINST. OF MANAGEMENT

DEVASHISH SCHOOL

EDUCATIONALINTIATIVE

FRANKFINNAIRHOSTESSTRAININGACADAMY

GLS-GROUP

H.K. ARTS COLLEGE

H.K. BBA COLLEGE

H.L. C.C.

H.L. I.C.

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H.L.B. C.A./H.L.M.C.A.

H.L.B.B.A.

H.L.C.P.E.

IBMRBUSINESSSCHOOL

ICFAI

INC ADAM SMITHINST. OF MANAGEMENT

INDIAN INSTITUTEOF MANAGEMENT

INDIANISTITUTEOFPUBLICHEALTH

INFLIBNET

J.G INTERNATIONAL CAMPUS

J.G. ASIACAMPUS

KNOWLEDGE ACADEMY

L.D. ARTSCOLLEGE

L.J. INSTITUTEOFMANAGEMENT (MBA, MCA, ENGINEERING)

LJ-BBA & BCA COLLEGE

MAHARAJA AGRASENSCHOOL

MAHATMA GANDHI LABOURINSTITUTE

NATIONAL COLLEGEOF COMMERCE

NATIONALINSTITUTEOF MANAGEMENT

NAVAKAR CA CLASSES

NEC EDUCATIONCONSULTANT

NEW L.J. COLLEGE

NIMCJ

NIRMA INST. OFMANAGEMENT

NIRMAN SCHOOL

PRAKASHHIGHSCHOOL

PROFESSIONAL TUTORIALS

PROTON BUSINESS SCHOOL

R.B.E.

R.J.T.C.C.

S.L.U. ARTSAND H.P.T. COMMERCECOLLEGE

S.R.MEHTAARTSCOLLEGE

SOMLALITINSTITUTES

SPIPAST. XAVIERSCOLLEGE

UMIYAARTSANDCOMMERCECOLLEGE

UNITED WORLD SCHOOLOF BUSINESS

WEIGAN & LEIGHCOLLEGE

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APPROACH-ANALYSING:

After the spotting prospects in suspects, one of the crucial things would come, and that is

analyzing the available prospects; in this analysis, we usually evaluate the each of the prospects

on the basis of its usage-volume, willingness to invest, and its existing cost as well as cost-benefit analysis.

And hence, we derived on one solution for the given prospects, which we can offer to them

to minimize its existing cost and improving the productivity.

In short this stage we can say, all about

How to improve the Productivity & reduce the Cost of Documentation in the particular Institute

So, this stage also crucial to determine the qualification of the prospects and to identify the right

solution to the right customer. For e.g. institute like Knowledge Academy, Chimanbhai Patel

institute of management, etc.

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NEGOTIATION:

Exactly after the completion of the analysis stage, turn comes of negotiation of the deal.

For example, in our example institute like Knowledge Academy & chimanbhai patel institute of

business management, in which stage to find out proper solution got over and we have already

offered them those solutions. But now everything depends on the price-negotiation that we will be

doing at the time of deal. Negotiation mainly depends on relationship with customer, competition,

profit-earning and much more. So negotiation is really matter of skill, indeed!!!

CLOSING-CONFIRMATION:

And the finally the stage which show yours mettle or we can say the stage of success, is the

Closing-confirmation stage after negotiation. Stage where customer finally confirms order with us

and seller get this confirmation in written and close the case. As such till this time, we have not

reached this stage yet. But we got some insights regarding closing stage. But yes really, we can

say this could be the sense of achievement in any sales person profession.

ORDER ONGOING:

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It is said that, Sales without payment received is not real selling so whenever any selling take

place, it is utmost important duty of the seller to collect the payment. And also the duty checks

whether delivery will be made on time and place as per the schedule. So its all about the

accounting follow-up, order management and sales monitoring.

So, thus like I said in all, these SPANCO process, we managed to reach up to the negotiation and

rest of the two stages is not come during our internship. But yes we got some useful insights about

it from our sales-manager from industry example.

MARKETING YIELD PYRAMID

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ORDER

2 Institutes

CLOSING

4 Institutes

NEGOTIATION

10 Institutes

ANALYSIS

30 Institutes

PROSPECT

60 Institutes

SUSPECT

120 Institutes


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Interpretation

There are no easy ways to sell your product in this competitive market so by the Marketing Yield

Pyramid we can understand how the SPANCO process is used to gain the order from the suspect

and also we can see the suspect to order ratio, which is 60:1.

So by doing work in actual field, we understand the reality of the markets that about in market

there are only 5% are marketing and rest of the 95% are selling.

We have suspected 120 institutes from that we choose 60 prospects then we have analyzed 30

institutes where we can study the institutes and having solution for reducing the documentation

cost and improving the productivity of that particular institute.

From those 30 institutes we have negotiated with 10 institutes about various solutions and

products about document management offered by the 3ace solutions. And from those 10

institutes, we are in process of finalising the case of 4 institutes, from which we are expecting

order from 2 institutes.

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ASK : A Concept

(Attitude, Skills, Knowledge, Understanding, & Wisdom)

All professions are based around:

Attitude: The ability to get on with others.

Skills: Ability to do the task.

Knowledge: Knowing what to do.

Understanding: Perceiving and comprehend thoroughly.

Wisdom: Ability to discern, act or judge rightly.

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The Copier Market in India

Overview

The copier market in India is valued at Rs. 850 crore and is a highly competitive one. The market

offers huge potential as the overall penetration of copiers hovers just around 26%. The market isdominated by a few but strong players like Xerox, Canon, (Ricoh) Gestetner, and HCL Toshiba.State-of-the-art technology and international range of machines are being introduced on acontinual basis by each player in the market, in order to

- Counter the technological obsolescence- Address varying needs of end-users, especially those from the IT sector

The biggest differentiators in the industry are the penetration and the distribution strength, areasin which Xerox has built up a considerable edge over other players in the market. Efficientafter-sales-support, which is closely linked to the distribution strength, is an imperative for anymarketer, given the kind of wear and tear a copier typically goes through. The copier demand hasbeen, to a large extent, fuelled by the growth in the services sector, with banks and multinational

companies leading the way. The future is likely to be in developing India as a manufacturing baseand in providing comprehensive services to customers.

Demand Drivers

Though the demand for paper oriented office equipment products like facsimile, photocopiers, andprinters is considered to be on the decline with the advent of Internet and efficient electronic datatransfer, marketers are ruling out the possibility of a paperless office in India and see a hugepotential for their product range. The drivers for demand are:

- Government:

Government organizations are large buyers of copiers, as the bulk of their daily work requires

complex documentation. Most of these organizations are over staffed, and thus generate largequantities of hand-written paper, copies of which have to be stored in multiple locations. AlsoGovernment organizations havent yet responded in earnest to electronic documents and thus havenot seen a considerable decrease in copier demand. The potential for copiers is relatively high inthis segment as a typical Government firm seems to have a need for decentralized copiers (aseparate copier for each department).

- Service Industry:

Among the non-government organizations, the most paper oriented is the service industry, likebanks, which requires a greater degree of documentation. However, this market is decliningsteadily.

- Jobbers:

This is the segment of small and medium enterprises (SMEs). It comprises both corner shopphotocopying services and full-fledged documentation management centers, servicing retailcustomers. Metros and active business areas have a high concentration of Jobbers, who servicethe retail customers. Copier companies consider this segment as steadily growing in size, andhence are setting up business centers and franchisees to meet the documentation needs of theretail customer.

- Corporate:

This is an important segment for any marketer (comprises IT and non-IT companies: both MNCsand non-MNCs). This segment is characterized by a comparatively higher penetration of theInternet. Therefore, to survive in this segment, any marketer needs to be customer serviceoriented as well as quick enough to introduce the latest technology to meet ever-changing end-

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user requirements.This segment, typically, seeks for a multi-task device that can design, transmit, store, retrieve,colour, print, copy, merge, scan, and fax etc. The Digital range of copiers (multi-task / multi-functional ones) are likely to have a great potential in this segment. Increasing market pressureshave led to slicker advertisements, brochures, users manuals, and proposals, which in turn haveinfluenced the demand for colour copiers. As against the rest of the user segments, both thecolour and digital copier segment are growing in this segment.

Though the small office segment (SOHO Small Office Home Office) is largely a Printer-orientedone, it offers a good potential for combo machines that can print and copy, and multi-task /functional copiers.

Long-term value, superior technology and comprehensive customer support are the universalthemes for any marketer to survive in this market.

Superior quality of copy/print, high levels of network compatibility, and higher speed are other key

factors one would look out for in a copier.

Market Structure

The copier market, product per se, gets classified into two basic categories, i.e. Analog and Digital.While Analog copiers are Black & White machines, the Digital range comes in both B&W andColour. Analog copiers, still, account for the majority of the market, i.e. 90-95%, while the Digitalrange is at its nascent stage. The market is equally split between the black & white and colourcopiers, with the latter gaining ground recently. Digital copier, unlike Analog, can be upgraded tolocal printer, fax system, scanner, so that it can be used for network printing, sending facsimiles,scanning etc.

As per the product architecture, the market falls into three categories. They are basically low-end,mid-end and high-end copiers. The low-end of the market comprises both personal and low-volume machines, where the copying volume, typically, would be in the range of 5,000-10,000copies/month. While the mid-end copiers are used to copy 10,001-30,000 in a month. The high-end copiers are capable of delivering more than 30,000 copies in a month.

Copiers are, now, available in a wide range of speed to meet the copying volume, a user typicallyhave i.e. speed ranges from 4 copies/minute (entry-level personal copiers) to 35-40 copies/minute(high-end, bulk copying). The mid-end copiers (20 copies per minute) account for a larger share ofthe market.

Company Product range Pricerange(Rs.) Companys presence In the market

Xerox Analog & DigitalcopiersLow/Mid/high-end

45,000 1.5crore

Market leader on an overall basis Governmentand Corporate segments

Canon Analog & DigitalcopiersLow/Mid/high-end

40,000 10,50,000 (+)

Worldwide leader, second largest player inIndia Jobbers

Gestetner Analog & DigitalcopiersLow/Mid/high-end

83,000 15lakhs

Established player in duplicators market,strong in Government firms & educationalinstitutions Latest entrant in Copiers

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HCLToshiba

Analog & DigitalcopiersLow/Mid/high-end

70,000 35lakhs

New entrant, loyal base of corporates

THE TRUTH ABOUT COPIER SALES

Listed below are some of the things that make copier sales such a great career booster.

1. Highly Competitive Industry: many players out hunting and beating the bushes for deals,head-to-head competition

2. Technical Products: think hardware, reps have to demo products, troubleshoot problems,study and develop their product knowledge and continuously learn about the competition

3. Capital Sale: higher dollar value means more commitment required on the part of thecustomer, more persuasion and skill required of the rep to close the deal

4. Higher-Level Decision Makers: C-level selling experience is good because a sophisticatedand demanding buyer is more like a surgeon than is your average consumer

5. Excellent Sales Training: not just on products, but sales as a process, it should be "formal"i.e. classroom not just Joe Mgr telling you the way he's always done it

6. True Close: somebody's got to sign on the dotted line and commit funds from their bankaccount

7. More than a One-Call Close: consultative selling, digging into the buyer's needs/pain,requires some rapport/trust/relationship building

8. B2B: selling to businesses, not individuals, 'nough said9. Rankings: you'll need to be able to document your performance against your peers

If you can find most of these characteristics in a sales position, then it might be a good alternative

to copier sales. Other types of sales to consider include: wireless, IT/hardware, some financial

sales, uniform sales. These positions may not have all of the characteristics listed above, but with

a good training program, might be worth considering. Companies include Verizon, Cingular, Cintas,

New York Life in addition to the Xeroxs, Laniers and Ikons of the copier world.

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Future

Reports suggest that the global electronic documents market is growing at 60-70% as againstpaper documents, which are growing at 15-20%. However, advent of the Internet age does notseem to be deterring the copier marketers in India largely, as the printing volume (vis--viscopying volume) is expected to grow. This, marketers feel, would be addressed by the digitalrange of copiers. The new breed of products embraces the digital imaging technology, whichbundle in photocopiers with scanners etc., would certainly address this shift.

The copier segment faces a threat of extinction, to some extent, because of the greater role playedby digital methods. Printing, thanks to the technological advances, is now simpler and quite cheap.According to HP, Copying will go away, and not because HP wants it to. Theres a move towards

digital methods, and it will have an impact on copying and faxing.

Studies show that because of declining prices of network-ready printers and scanning and printingservices, users are increasingly reprinting originals instead of photocopying them. Towards thisend, marketers started introducing `Digital Multi-task/functional device where the copiertechnology is used for printing, so that one have a print at the cost of a copy. This furtherincreases both the speed and efficiency of the machine.Just to let one have a peek at the latest technology, where functional convergence is the key driverfor growth. HP has launched multi-feature products such as its AiO suite printer, scanner andcopier rolled into one, and the HP Mopier, one of HPs Digital Senders with digital messaging andemail capability, which are expected to mark a new era in office automation. As a category, in theAsia-Pacific markets, AiO products are growing at 25%, three times the rate that common orgarden-variety printers are, though its cost still is forbidding to the Indian users.

In brief, the Indian copier market is an amazing combination of technological obsolescence(characteristic of a few user segments in the market), demand for high level of product innovationand a huge untapped potential, which can be led by a marketer with superior technology andstrong distribution muscle.

Key Success Factors in Copier market

Product range with the latest technology to address a variety of consumer needs in thisage of convergence

Deeper penetration in the market Comprehensive after-sales support

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RATE CONTRACT

Every year, in order to purchase the various tools, machines, high-end properties, assets andequipments for the various government department, central governments DirectorateGeneral of Supply & Disposals (DGS&D) declares the government rate contract for thestandardized cost of purchase through-out nation. And copier machines are included in thatcategory list.

The present role of the DGS&D is mainly to conclude the rate contracts to be operated bythe consuming departments of the Government for items of common use. DGS&D has beenidentifying such items, whose anticipated annual purchase by Government Organisations is

normally more than Rs. 25 lakhs a year, and bringing such items on rate contract. The purchasepolicy envisages according preference to indigenously produced stores vis--vis imported stores.DGS&D concludes rate contracts with manufacturers, as a matter of policy. Only wheremanufacturer himself does not market his products, DGS&D entertains sole distributor/ sellingagent in lieu. For imported stores, DGS&D may deal with stockists/ suppliers of imported storesprovided they have proven relationship with the foreign manufacturer with guarantee of after saleservice and supply of spares. Such entities are required to have adequate infrastructure for aftersale service in India.

The DGS&D undertakes pre-despatch inspection of stores on orders placed by civilindenters on rate contracts. This ensures that stores actually supplied are strictly as per ratecontract specifications & are of proper quality. The Quality Assurance Wing of the DGS&D alsoundertakes inspection of the stores being purchased by Government Departments outside rate

contracts on payment of fees, as also inspection for State Governments/ PSUs & other GovernmentOrganisations.

The paying authority in respect of the rate contracts is the Chief Controller of Accounts(CCA(S)), Department of Commerce (Supply Division). Subject to adequate safeguards, advancepayment up to 98% of the value of the stores is given to the suppliers on submission of bills in theOffices of the CCA(S). The policy of making advance payment facilitates cash flow for the industrialunits.

Advantages of the Rate Contract Scheme:

To Buyers:

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Facility of bulk rate at lowest competitive price.

Saves time and effort in tedious and frequent tendering at multiple userlocations. Enables buying as and when required. Just in time availability of supplies reduces inventory carrying cost.

Availability of quality goods with full quality assurance back up.

To Suppliers

Access to large volume of purchase without going through tendering and

follow up at multiple user locations saving in administrative and marketing effortsand overheads.

Rate contract lends respectability and image enhancement

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Data Analysis

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Market Competition

Market Share Analysis for the Education Sector in Ahmedabad

Interpretation

As from our study and observation we have derived this information about the Market share of

different companies in education sector in Ahmedabad in copiers industry.

It is clearly seen from the graph that current market leader in copiers industry is Canon with morethan half of the market share. Other players in this competitive market are HCL-Toshiba with

around 15% and Xerox with 13%. Apart from these major players, there are others players like

Kyocera, HP and Sharp with a relatively lower percentage share in the market.

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GREY MARKET INFLUENCE

Used Copiers:

Used copiers are a good proposition for small to medium businesses, who do not want to make a

large amount of investment, which nearly every sophisticated copier entails. Customers have anoption of choosing from a wide range of used copier options including black and white, colour,

digital, and analog used copiers.

With used copiers you get the best of both worlds. You have all the benefits of a high-end copier

without spending a large amount of money. But you must take all precautionary measures while

going for used copiers. Make sure that they have passed through a stringent process of inspection.

Most vendors selling used copiers make sure that the machines have a minimum of 50% of their

functional life left.

Before buying a used copier ascertain whether a rigorous quality and reliability check has been

conducted or not. As mentioned before, used copiers are known for their cost-effectiveness. You

can get the best of technology to satisfy your entire automation requirement without burning ahole in your pocket. Moreover, you can also upgrade your existing copier with a used copier, with

very little investment.

While purchasing a used copier, bear in mind that you must select a dealer who has an excellent

track record in the sale of used copiers. It is of paramount importance that the dealer is such that

you can build a strong trustworthy relationship with. This will be beneficial to you in the long run if

your used copier develops problems. Though there is a bit of risk involved, as far as used copiers

are concerned, it is the next best option to buying a brand new copier.

Buying a Used Copier or a Refurbished Copier :

Many a potential copier buyer has been discouraged by the hefty prices of some of thesemachines. Well, do not fret. Go for a used copier instead! This definitely can be a smart choice for

you. It is natural that people have doubts about buying refurbished copiers; however, many such

copiers are being used by numerous offices, for years. The choices, when it comes to refurbished

copiers, are immense. You can choose from a number of brands like a copier or go for any other

colour copier. But, a word of caution here always go for a properly refurbished copier. What this

essentially means is that, the copier should not only be thoroughly cleaned, but one must also

ensure that all its worn-out parts have been replaced. Its no secret that all good used copiers go

through a rigorous, as well as, extensive process of maintenance before they are sold.

Iron Clad Maintenance Agreement

Whether you buy a colour copier, or any other kind of used copier, its of paramount importance

that you also buy a maintenance agreement that encompasses all the parts of a copier, especially

those that are more liable to breaking or wearing-out, like the belt and drum. It has to be

remembered here that even if you go for a used

BUY BACK of COPIERS:

Companies like Xerox, even through the partner like 3ace, used to buy-back the copier machines

from the existing or new customer. Buy-back is done when any analog machine or digital machine

becomes out of dated and costs higher. In that case, company offer to buy-back that machine

instead of new-one, paying less amount. Its not necessary to have buy-back of same company, it

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could be different brands. With the buy-backs company can get service contract, old machines &

even spare-parts from old machines which they can sell as a second hand.

SWOT ANALYSIS

STRENGTH:

Quality products: As Xerox always had

been market leader in terms of quality

and brand.

Providing both sales & services: 3ace is

providing both sales & services to thecustomer.

Complete package of office

automation: 3ace has been providing

all the products of office automation

like copiers, printers, scanner, fax

machine and everything.

Experience & knowledge: Management

of 3ace and its staff are having vast

experience in this field & good rapport

with customer.

Geographical reach: 3ace has presence

all over the Gujarat.

Accreditation & Qualification: Firm is

having ISO: 9001 certification and also

qualification.

WEAKNESSES:

Costlier price: Products of the Xerox

generally higher than its competitors

which is the main minus point.

Irregularities in services: As many times

we found the complain from the existing

customers.

Pressure: as firms always have bit

pressure from Father Company.

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OPPORTUNITIES:

Untapped market: There are some

untapped markets like education sector.

Documentation Consultancy: Firm has

fair chances to be consultant to the

large corporation for the

documentation.

Upcoming organizations: In Gujarat,

because of huge investment many

upcoming organizations are entering,esp. in education.

Innovation: Innovation in the product

every year by the Xerox helps firm to

grow further e.g. HiQ

THREATS:

Growing grey-market: A biggest threat

is the growing grey market by players

like canon.

Emergence of the paper-less system: As

now new paper-less system emerge,

more and more adoption of digitech.

Increasing competition: Year by year,

more & more competitors added up to

provide quality like Ricoh, Toshiba.

Large numbers of channel partners: In

Gujarat alone Xerox has 7-8 channel

partners, so in this case 3ace has much

to do.

Sustaining brand-value: Even now for

Xerox it becomes very difficult to

sustain its brand-value in this

competition.

Economy Condition: As economical

condition in the country goes slowdown,

people would less likely to invest in

copiers.

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PRODUCT LAUNCH: AN UNIQUE EXPERIENCE

It was 14th July, 2009. On that day, Xerox India Ltd. was going to launch its new innovation in the

form of Hi-Q. So, company, like the tradition of every year, this time they announced its new

product in the range of colour copier called Xerox Work Centre 7425/7428/7435 multi functional

device.

A formal function was organized at Hotel Fortune Landmark in the evening and as a trainee we

were invited in the same and that was really a privilege to us to be there. Started with the formal

well-come speech by one of the Xerox executive. All the channel partners, customers, dealers,

company executive, sales people and media were present over there. Mr. Pankaj Malhotra,

product-marketing manager, Xerox India Ltd., gave presentation of the new product and showed

its new features, advantage, benefit and innovations they made on screen. And finally he unveiledthe its new colour-copier with the bang and request all to have free demo of the product. So we

even got to know many things about the product in demo.

And then it was all chatting and interacting session with the concerned stakeholders, followed by

the delicious dinner.

But after all, in training, it was indeed an amazing experience!!!!!!

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Conclusion

So, finally at end of our two months tenure of summer training, as we have been passed through

summer training, day by day we actually learn what the sales & marketing is all about and how it

is being done in the practical scenario. We also learn that it is very difficult to sell your product in

market and to sustain your brand value but the seller-customer relationship and consultative

approach to give solution can give you the edge over other competitors. The most important

learning Office Automation especially in copier industry, you are not only selling the price but

also selling the Relation. And thus we, three people, really found this training a worth and quite

productive.

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THINGS WE GOT BEYOND KOTLER!!!

In this part of the project we would like to highlight some of our practical experiences

that came across us over the period of two months, and for that here we are presenting

each experience as a part of our conclusion to this summer internship.

One thing we got to learn is Observation skill to get cold call ideas in the marketing for

this industry. For e.g. Zaveri & co.

How to tackle the target pressure nicely and scenario and role of the marketing man.

In Sales & Marketing for this industry, one of the core competency is based on customer

relationship; cold calls assumptions which gave him many new customers via existingcustomers reference. As our sales managers target niche market is industries and

corporate.

Another thing we got to learn is, sells without amount received is not sales and also

whatever deals you negotiated, make sure that you keep it everything in written, the

whole contract including terms and conditions.

Also got insights about the DP (dealers price) and MRP. Marketing person can offer

discount only the amount between DP and MRP, and should be the above minimum price

which is usually set by dealer.

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One of the most important things which we learn was In sales and marketing, never give

or offer the details and information on the first hand or first visit or in first talking thats

called smartness. Things like brochures, pamphlets, and pricing and all.

In channel, sales and marketing guy has to manage many parties, like his channel boss,

company sales manager, clients, service engineers, and store manager and also have task

to increase to sales.

Be a much familiar and friendly with the front-desk executive, receptionist, or office

attendant in order to get nut-shell idea, nature and environment of business and the

decision-maker also.

Learning about the AMC ( annual maintenance contract)

One more thing in the sales and marketing heard that in the past marketing people were

respected in the organization everywhere, even by a receptionist but now things get

worsen and market becomes merciless with the much competition.

In marketing, one has to keep aside his ego, and be very calm while dealing with the

customer and has to be very much polite, gentle and also down to earth with the smile.

One can never be egoistic or become short-tempered anger in dealing with customer.

The Government Rate contracts and its web-site, how its being used by company,

government and even by some institutes.

Another most important thing we knew in sales & marketing, person should never enter or

visit the client only with the intention to get some business. Many times it happens that

marketing guy just solve the current problem and get the best solution suited to the

customer, in that it may not be his companys product or area in he wants to do some

business but by doing this kind of consultancy he can create and build the trust in his

client, which last for the long-term & not the short-term transaction. Thus he can be

solution provider and could get the business in the tough competition even.

Also one thing was that at the time of one call, we can do business in other ancillary or

allied products as well by asking or probing for the same to the customer.

Also one thing we learnt was that by giving names or reference of other existing related

customer of the same field. We can do some influence to the on hand customer.

Also one more thing we got to learn from our manager is never ever give time reminder to

the people like army personnel if you are asked to wait for few minutes.

Sustaining the value of brand and quality in services & product you sells as per many

customers Xerox and even 3ce up to some extent failed to provide so even to their loyal

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customers because of many internal and minor reasons company fails to give its services

at par with the best, so they have to suffer major failure of trust and relationship and

commitment.

Bibliography

Books

1. Marketing Management, Philip Kotler, and 13th edition.2. Marketing Mantra, Vaswar Das Gupta.

Websites

1. www.google.com

2. www.wikipedia.org3. www.xerox.com

4. www.3acesolutions.com

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5. www.rexrotaryindia.com6. www.aliababa.com

7. www.dgsnd.gov.in

References

1. Mr. Prashaant Vaishnav,

Director,

3Ace Solutions Pvt. Ltd.

2. Mr. Anil Sinh Rajput,

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Channel Manager,

Rex Rotary India.

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Annexure

full n final project 2

Documents