CUSTOMER SATISFACTION THROUGH DIRECT MARKETING IN EUREKA FORBES

Prepared By,

SHASHWAT VISHWAKARMA

11304305

IntroductionEureka Forbes Ltd is a consumer goods company based inMumbai, India. It was founded in 1982 and is a part of theShapoorji Pallonji Group. Its product portfolio consists of waterpurification, vacuum cleaning, air purification and home securitysolutions. The company has a current base of 15 millionconsumers with more than 450 locations and 18,000 dealers inIndia. It also has a global footprint across 35 countries.

EUROCHAMPS

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Euro Champs are the salesperson who go from door to door in a defined location to show the demo of Eureka Forbes Products, to take appointment from customers and ethically and effectively sale their products.

EUROCHAMPS

1) Euro champs should know how to create value of their product to customers.

2) Should have proper product knowledge.

3) Should do comparative analysis with competitor product to make customer confident to buy Eureka Forbes products.

4) Should be well groomed so that they can give a good impression when they visit customer home for demo or leads.

Importance of Motivating Our Euro champs

• It is important to motivate our Euro Champs because they have toface different kind of customer each day and many of themmisbehave with them which decrease their moral and hence will notcontribute much to sales.

Euro champ awarded when they achieve monthly target

Canopy & Leaflet1) Canopy and leaflet plays a major role in direct

marketing.

2) Advertisements have their own limit because they are broadcasted for mass population on television and social networking sites which unable customer to resolve their query instantly.

3) Canopy helps our Euro champ to directly interact with customer to know there needs and wants.

4) Canopy helps customer to have a look of Eureka Forbes all products variant.

5) Leaflet are helpful in providing all specification and functions available with particular product.

EuroChamps are trained to deal with customer of different professionals

Strategies to get maximum Leads/Demo1) Selected crowded location of Lucknow were Euro champs can interact with more number of customers.

We have divided our week days in such a way that we can cover maximum crowd.

Example- 1) Tuesday and Saturday for Hanuman Mandir .

2)Sunday for Zoo, Lohia Park, Janeswar & Ambedkar park.

3) Monday , Wednesday and Thursday near Apartments.

Euro champs making a confident sales of Dr Aqua guard

Strategies to get maximum Leads/Demo2) Free Service Campaign

Even though you a big company, unless you are not doingsomething for the society you will not be praised in society. We atEureka Forbes give importance to our society and our valuedcustomer. So, we have organized Free Service Campaign in our East UPin which we have provided free services to those customers who do nothave AMC (Annual Maintenance Contract) and whose products movedout of warranty of one year in many society all across East UttarPradesh.

Getting Permission from Society Head and President Head for FSC

3) Canopy and Tents at places to get maximum leads

Checking Customers Receipt for Free Services

Strategies to get maximum Leads/Demo

4) Practically checking customers drinking water with the help of TDS meter and help them know what are toxic substances still present in water and making them aware that not only pure water is necessary but also water should be healthier.

5) Practically, making our customer understand patent technology with Eureka Forbes Dr Aqua Guard

6) Morning meet of All, Team Leader, Group Leader & Euro champ (CSS)

Result

• Improve in sales from last two months i.e. April and May were 379 and 385.

• After implementing certain strategies in effective way ,sales increases by 24.59 % i.e. From 385 in May to 480 in June.

Competitor Analysis

Rank of Eureka Forbes and other competitors

Eureka Forbes in Headlines

Eureka Forbes will give competition to Coca-cola , PepsiCo and Besleri

Customer Sactisfaction of Eureka Forbes Services

Research Methodology Objective

• To determined needs and wants of customers

• To know service quality of Eureka Forbes

• To find about the satisfaction of Eureka Forbes products.

• To find out the brand loyalty of Eureka Forbes Products.

• Customers are getting after sales services on time or not.

Research Methodology

• Establish the need of research.

• Define the problem.

• Establish Research Objective.

• Determine Research Design.

• Identify Information types and sources.

• Determine method to access data.

Questionnaire

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