SUMMER INTERNSHIP PROJECT

SYMBIOSIS INSTITUTE OF MANAGEMENT STUDIES (SIMS)

(CONSTITUENT OF SYMBIOSIS INTERNATIONAL UNIVERSITY)

“SCOPING OF DHAYARI REGION AND

MANAGING KYC DOCUMENT OF HDFC DHAYARI BRANCH”

A PROJECT REPORT SUBMITTED IN THE PARTIAL FULFILMENT OF THE

REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS
ADMINISTRATION

Submitted by:
18020441251
SARTHAK
MEHROTRA
Marketing | Finance (A72)
Batch 2018-20

Under the guidance of

Project Guide Project Mentor

Dr. Komal Chopra Mr. Prashant Padwal
Associate Professor Branch Manager
HDFC Bank, Dhayari, Pune
COMPANY CERTIFICATE
 DECLARATION

I, SARTHAK MEHROTRA, hereby declare that the project work titled “SCOPING OF
DHAYARI REGION AND MANAGING KYC DOCUMENT OF HDFC DHAYARI
BRANCH” is record of original and authentic work done by me. The information collected as part
of the requirement for the project has been collected from Authentic sources. The Project work
and the report has been submitted in the partial fulfilment of Degree of Masters of Business
Administration.

SARTHAK MEHROTRA
18020441251
Marketing | Finance (A72)
Batch 2018-2020
CERTIFICATE OF INTERNAL GUIDE
 ACKNOWLEDGEMENT

I, SARTHAK MEHROTRA, would like to extend my sincere thanks to Dr. Komal Chopra for
giving her constant support as my project guide which helped me in completing my Summer
Internship Project successfully.

I would also take this opportunity to extend my sincere gratitude and thanks to my Project Mentor,
Mr. Prashant Padwal, Branch Manager (HDFC Bank, Dhayari branch) for his constant inputs and
guidance required for the successful completion of my project. Also, I would like to extend thanks
to HDFC Bank and Symbiosis Institute of Management Studies for providing me the golden
opportunity for undertaking this project.

SARTHAK MEHROTRA
18020441251
Marketing| Finance (A72)
Batch 2018-2020
 EXECUTIVE SUMMARY

Growing at rapid pace of nearly 7%, India one of the World’s fastest growing economy has
witnessed tremendous development in banking space both in terms of technology and framework
over this past one decade. Government initiatives like Jan Dhan Yojana, MUDRA Yojana and IBC
has led to sharp surge growth of credit and opening of new bank accounts. The banking sector of
India of-late has developed several game changing ideas like Small Finance and Payment Banks
which has led to intense competition among the different types of banks operating in India.
Government’s vision of Digital and Cashless India has led Bank Nifty to clock a 5 year CAGR of
18.9% percent, outperforming NIFTY 50 which witnessed a growth rate (CAGR) of 11.6%.

With a humongous distribution network spread across 2,748 cites, HDFC Bank - Biggest private
bank of India in terms of assest, has witnessed tremendous growth in revenue & user base because
of its focus on technology and emphasis on “BUILDING LONG TERM RELEATIONSHIPS”
with its customer. While the urban market are becoming saturated day by day, banks are now
shifting their focus to Rural and Semi Urban areas to generate their revenues. Being the leader of
the Indian banking industry, HDFC has brought in products that are tailor made for Semi Urban
and Rural markets.

Continuing its outperformance amongst the peers in Semi Urban markets, the project given to
me aimed at enhancing customer base and sales of specific banking products in Dhayari region
(Pune) by increasing awareness of services offered by HDFC bank to different sections of the
society.
For better understanding of Dhayari market, scoping of the area within 5km radius of the branch
was carried out to gauge the perception and preference of customers towards HDFC bank.
Scoping data was used to analyze competitors existing in the market, potential customers in the
market and type of business existing in the market.
The project also aimed at maintaining healthy and strong relationship with the existing HDFC
users by collecting feedback from them and resolving their grievances quickly.
To understand the customer better, prevent laundering of money and financial frauds, KYC and
Re-KYC was carried out for New and existing HDFC customers. The KYC documentation
process was streamlined thereby reducing the overall time for verification.
 TABLE OF CONTENTS

CHAPTERS NO. DETAILS PAGE NO.

1 INTRODUCTION 5

Indian Banking Industry 2018-19 5

Company Profile 8
10
Business Segmentation and Key Financials

Tools and Technologies used 12

13
2. METHODOLOGY OF THE PROJECT

13
Objectives of the project and research methodology

Role in the company 14

3. DATA ANALYSIS AND INTERPRETATION 15

15
Analysis of Scooping Data
23
Analysis of Customer satisfaction level of existing
HDFC Bank customers
Analysis of lead generation and lead conversion of 28
different banking products
Analysis of KYC and Re-KYC 29

31
4. CONCLUSION
Recommendation 31
5. BIBLIOGRAPHY 32

6. TURNITIN REPORT 33

7. WEEKELY REPORT 34

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 LIST OF FIGURES

FIGURE NO. DETAILS PAGE NUMBER

1 Growth of UPI Transactions 5
2 UPI vs E-Wallet 6
3 Growth in Market Size of Banks in India 7
4 Distribution Network of HDFC Bank in India 8
5 Highlights of Performance of HDFC Bank 9
6 Management of HDFC Bank 9
7 Products under retail banking 10
8 Under wholesale banking 10
9 Products under Treasury banking 11
10 Financials of the Bank 11
11 Tools and Technologies used by HDFC bank 12
12 Role in Bank 14
13 Different types of Bank in Dhayari region 16
14 Market share of different types of banks in Dhayari region 17
15 Market share of Public sector banks in Dhayari region 18
16 Market share of Private sector banks in Dhayari region 18
17 Market share of Co-operative banks in Dhayari region 19
18 Competitors of HDFC bank in terms of Market Share 20
19 Relationship between Year of Establishment and Type of Bank 21
20 Relationship between Turnover of the Business and Type of Bank 21
21 Type of Businesses in Dhayari Region 22
22 HDFC customers in Dhayari Region 22
23 Bankwise sales of POS Machine 23
24 Association with HDFC Bank 24
25 Type of Account Holder 25
26 Additional Services used by the customers 25
27 Performance of Branch staff 26
28 Issues faced at HDFC Dhayari Branch 27
29 Overall performance of the branch 27
30 Satisfaction Rating of Customers 28

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 LIST OF FIGURES

FIGURE NO. DETAILS PAGE NUMBER

31 Lead Generated vs Lead Converted 28
32 Lead Generated vs Lead Converted via different mediums 28
33 Document for Identification Proof 29
34 Document for Address Proof 29

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 TABLE INDEX

TABLE NO. DETAILS PAGE NUMBER

1 List of Banks in Dhayari Region 16
2 Market share of banks in Dhayari region 16
3 Number of Public Sector Banks in Dhayari 17
4 Private sectors banks in Dhayari region 18
5 List of Co-operative Banks in Dhayari Region 19
6 Competitors of HDFC bank in terms of Market Share 20
7 Type of account held at the branch 24
8 Additional Services used 24
9 Services offered by staff of HDFC Bank 25
10 Problems faced at the branch 26
11 Overall performance of the branch 26

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 CHAPTER – 1

INTRODUCTION

Indian Banking Industry in 2018-19

One of the fastest growing major economies in the world, India has undergone a paradigm shift in
its Banking sector in the last decade―evolving from physical banking to becoming digital anchors.
The banking sector of India that is valued at Rs. 81 trillion currently is set to become 5th largest
worldwide by 2020. The banking industry of India has recently witnessed innovative and game
changing banking models like Small Finance and Payment Banks which has led to intense
competition among Private, Public and Co-operative banks operating in India. Government’s
vision of Digital and Cashless India has led Bank Nifty to clock a 5 year CAGR of 18.9% percent,
outperforming NIFTY 50 which witnessed a CAGR of 11.6%. There has been a tremendous surge
in UPI based transaction with its highest-ever mark of 799.54 million in March 2019. The
predominant players in UPI were found to be PhonePe, Google Pay, Paytm and BHIM. Seeing the
surge in UPI based transactions the banks like ICICI Bank, Axis Bank, Kotak Mahindra bank and
SBI have also created their UPI apps.

Figure 1: Growth of UPI Transactions

Due to new ‘know your customer’ guidelines brought in by RBI many users have abandoned
E-wallets and have switched to UPI. Growth in UPI based transactions is coming at cost of
E- wallet transactions but as most of the E-wallets are adding UPI to their apps.

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 Figure 2: UPI vs E-Wallet

Rating agency Moody has maintained a stable outlook for the Indian banks and has upgraded four
Indian banks from Baa3 to Baa2. Moody has also predicted improvement in banks’ profitability
but high credit costs would keep the profitability low.

Indian banking industry was in the news in 2018 for all the wrong reasons. According to Fitch
Ratings, banks in India are struggling because of poor quality of asset and low core capitalization.

The biggest challenge that the banks faced in 2018-19 was deteriorating asset quality. Issues in
governance and team management in few of the top private banks like ICICI and YES Bank have
also created a flutter in the market, leading to exits of well-known CEOs. The Tussle between RBI
and Government for the autonomous status of RBI lead to resignation of top officials in RBI
including Urjit Patel, the former governor of RBI.

The biggest positive of the lot was actions taken through IBC – Bankruptcy code in terms of
amendments, challenges and counter claims which helped the banks recover good value.

A revival in bank credit growth during the first part of 2018-19 indicates an improvement in health
of Government owned bank and Private owned banks is on the cards.

Key takeaways from financial year’18

• Financial sector of India at present is growing at nearly 8.5% per year

• Government owned banks accounted for 68.3% of interest income in FY18
• India's retail credit market increased to US$ 281 billion in FY18
• India’s digital lending stood at US$ 75 billion in FY18
• Digital payments system in India evolved the most among the top 25 nations, including
UK, China and Japan

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Market Size

As of March 2019, there are 27 public banks, 26

private banks, 46 foreign banks and 56 RRBs in India.
Total asset value of banking industry in India is
roughly US$ 270 billion and total deposits is close to
US$ 220 billion.

SBI still remains India's largest owned government

bank while HDFC is India’s largest private sector
bank. ICICI Bank along with SBI and HDFC banks
continue to remain Systemically Important Bank i.e.
they have the ability to disrupt the financial stability
in case they fail.

According to RBI, private banks grew in rural areas

by 27% and in small towns by 18.4%, however the
public banks grew only by 0.5%.
Figure 3: Growth in Market Size of Banks in India

Government owned banks lost 250 bps market

share during FY2018 because they shifted their focus on stabilizing the balance sheet.

Major events in that happened in the banking industry recently

• Issue of recap bonds worth Rs 88,000 crore in January 2018 by central government
• 14,000 crore PNB scam involving Nirav Modi and Mehul Choksi
• Loan waivers worth Rs 1.72 lakh crore for farmers of 7 seven states
• India’s largest Infrastructure company IL&FS defaulted on its debt of Rs 91,000 crore
• Merger of BOB, Dena Bank and Vijaya Bank
• Resignation of Urjit Patel, then RBI governor due to tussle with government
• Rana Kapoor’s exit from Yes Bank

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 COMPANY PROFILE

About HDFC Bank:

India's most valued bank, HDFC commenced its working from the year 1995 with an aim to be a
"World-class Indian Bank". The bank was then promoted by HDFC, a retail housing finance firm that
reshaped it entirely. Since its inception, MD. Aditya Puri is heading the HDFC bank. Mr. Puri has
now become the longest-serving CEO of an Indian bank.

With headquarters in Mumbai, the bank has a humongous customer base of 40 million users and a
network spanning 5,103 branches in almost 2,748 Indian towns and cities. HDFC bank is the 3rd Indian
firm after RIL and TCS to cross ₹6 trillion market cap mark. It is the 3rd bank to be added under the list
of Domestic Systemically important Banks after State Bank of India and ICICI Bank. It indicates that
the HDFC bank is too big, in case of distress, government will support them. Expanding its global
footprint, The bank has opened up its overseas branches in Bahrain, Hong Kong and Dubai.

Figure 4: Distribution Network of HDFC Bank in India

HDFC bank stock has outperformed all the indices including Bank Nifty and Nifty 50 by clocking 35%
gains in last one year. This steady performance has also given investors’ confidence in the company’s
stock. HDFC bank share is a part of 519 mutual funds schemes.

The share price of HDFC bank has surged 1,034.26% during last decade compared to 292% returns
given by Sensex during the same period. HDFC Bank continues to be a favourite stock for mutual funds
house and institutional investors despite it trading at premium valuations compared to peers.

Page | 8
Business Focus

HDFC's biggest strength is its consistency of management-the same person has been leading the bank
for two decades. HDFC Bank’s success came largely due to its focus on retail loans, which constitute
54% of its loan book. The strategy was well thought off, particularly it came at a time when other banks
were busy in hunting for big corporate loans. Due to this strategy the bank has maintained consistent
growth when others banks were struggling with their NPAs.

HDFC Bank’s business philosophy is predicated on 5 core values:

• Operational Excellence
• Customer Focus
• Product Leadership
• People
• Sustainability

Over the couple of years, HDFC bank has

expanded its online and mobile initiatives
like 10 seconds personal loans, loans at
ATMs, and missed call services. These
innovations are being used to expand
HDFC Bank’s presence in semi-urban and
rural areas. HDFC Bank has the lion’s share
of the credit card segment at 11.25 million
outstanding cards at the end of July 2018.
SBI, its closest competitor in the segment,
Figure 5: Highlights of Performance of HDFC Bank
has only 6.97 million cards.

Management of HDFC Bank

Lead by banking veteran Aditya Puri
for 25 years, HDFC bank has grown
from a startup to a India’s largest
private sector bank. The Board of
administrators of HDFC bank
comprise of eminent people with
expertise of publicly policy, industry
and commercial banking. Due to its
strong management team, the HDFC
bank has won numerous awards such
as No. 1 bank in India in the
Forbes’ World’s Best Banks report,
Asia's Most Secure Bank and Best
Private Bank in India.
Figure 6: Management of HDFC Bank

Page | 9
Awards won by HDFC Bank
• Featured for the fifth time in the BrandZ's Top 100 Global Brands List
• No. 1 Bank in India by Forbes
• Best Digital Bank in India
• Asia's Most Secure Bank by IDC Financial
• Best Private Bank in India by The Banker Global
• Company of the Year in 2018 by The Economic Times

Business Segmentation and Products offered

HDFC Bank has 3 main verticals namely retail banking, wholesale banking and treasury.
➢ Retail Banking caters to daily customers through a branch. This segment raises
deposits from customers and distributes loans and provides alternative services with the
assistance of specialist product teams to the potential customers.

Figure 7: Products under retail banking

➢ The Wholesale Banking aims at providing core banking solutions to corporates and
institutional clients from private and public sectors across all over India. When almost
all the banks were shying away from lending to corporate sector, the Bank reported
growth in its wholesale book by 32% in 18-19.

Figure 8: Under wholesale banking

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 ➢ The Treasury segment includes net interest earnings on investments portfolio of the
Bank. The bank has 3 product areas - Forex, Local Currency Money Market & Debt
Securities, and Equities. The Treasury business aims to manage returns and risk on
the investment portfolio.

Figure 8: Products under Treasury banking

Key Financials
Bank reported a 20.5% growth in net profit at Rs 21,000 during 2018-19. The HDFC bank also
approved a dividend of Rs 15 per equity share for the year ended March 31, 2019.
Positive: Net NPA were at 0.30% of net advances against 0.40%.

Figure 9: Financials of HDFC Bank

Page | 11
Technologies used by HDFC Bank
The Bank has made substantial efforts and investments in acquiring latest and best technology available
across the globe, to build rock solid infra for a world class Indian bank. Bank’s journey towards
becoming a genuine digital force and transforming the way India banked began taking shape in 2012.
The bank became first in India to introduce mobile banking through SMS-based banking channel. The
bank aimed at unifying operations across our 4 banking platforms: Branch Banking, Phone Banking,
Mobile Banking & Net Banking and create a seamless banking experience for the customers.

Figure 10: Technologies used by HDFC Bank

To achieve this objective the bank launched unique, customer-favored products and digi-wallet
solutions including PayZapp, Chillr, SmartBuy, 10-Second Loans and Watch Banking. Being a
pioneer in Digital banking, the bank was recently recognized as the ‘Best Digital Bank’ in India
at Asiamoney’s Best Bank Awards 2019.

Tools and Software’s used in HDFC Bank

1. EVA - It is India's first and largest Artificial Intelligence powered banking chatbot. EVA provides
answer for more than 5 million queries with more than 85% accuracy. It stores roughly 20,000
conversations every day with customers. It is based on the principals of AI and NLP to understand
customers query and fetch relevant solution, all in a matter of few seconds.

2. FLEXCUBE - It is a powerful solution that has transformed HDFC bank into a next-generation
bank. The software has helped in reducing costs through straight-through processing and exception
handling.

3. CRMNEXT - CRMnext is a enterprise class CRM solution. Using CRMnext, the bank has
efficiently managed and improved sales, marketing & customer services. It enabled HDFC bank to
manage and share information across departments by centralizing all customer data.

Page | 12
 CHAPTER – 2

METHODOLOGY OF THE PROJECT

2.1 OBJECTIVES OF THE PROJECT:

The main objectives of the project are as follows:

1. To study the market within 5km radius of HDFC Dhayari Branch – This was carried out to
understand the potential leads existing in the market and their requirements. It also helped us
understand people’s perception towards HDFC bank and the performance of our competitors
existing in the market.

2. Generating and Converting leads for various banking products – This was carried out to
meet the monthly targets of the bank and create awareness about new product/scheme that were
launched.

3. Determining customer satisfaction level of existing HDFC Bank customers – This was done
to maintain healthy and long term relationship with the clients. It enabled us to cross sell
different banking products to them.

4. Managing KYC documents of New & Existing HDFC bank customers – This
was done to ensure that all KYC documents of the customers were in place so as to
prevent money laundering and financial frauds.

2.2 RESEARCH METHODOLOGY:

1. To understand the Dhayari market, a “Know Your Region” form was created. The form
contained 8 parameter on which data was to be collected from over 500 business entities
existing in the market. The data was collected by spending 3 hours on field visit every day.

2. Cold Calling and Field Visits were used to generate quality leads. Cold calling data was
provided by the branch manager that comprised of existing HDFC bank customers. Potential
lead identified during scooping were tapped appropriately and were converted.

3. To under the Customer satisfaction, a “Customer Satisfaction Form” was created. The form was
filled by walk-in customers of the HDFC bank. The form took into consideration parameters
such “Behavior of Branch Staff” and “Branch Ambience”.

4. For Managing KYC Documents, customers were called at the branch. The data for the same was
provided by the branch manager. Re-KYC was carried out for High Risk Customers so as to
avoid any frauds.

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ROLE IN THE COMPANY:

I interned at HDFC Bank - Dhayari, Pune, Maharashtra. It is a semi-urban branch with a footfall
of 70-80 people with Wednesday being the busiest day of the week. Dhayari is one of the prime
locations of Pune as it is close to many important places of Pune. The audience in Dhayari is
business centric with relatively less number of people belonging to service sector.

The HDFC Dhayari branch catered to more than 3000+ accounts ( Savings + Current ) that valued
roughly Rs. 30 crore. The branch was lead by Mr. Prashant Padwal, the branch manager. He is an
experienced banker with 7 years of work experience in top private banks of India such as ICICI
and Axis Bank. I was reporting to the branch manager who used assign different task to me daily.

During my first month of internship, I was given the responsibility of managing the lobby. I was
responsible for resolving day to day queries of customers pertaining to Net Banking Activation, Fixed
and Recurring deposits, Reset of ATM PIN, queries relating to check clearance and NEFT
transactions. I was also told to interact with the walk-in customers to cross sell different banking
products. During 12 PM – 2 PM every day when there was relatively less flow of customers in the
branch, I was asked to go on field visit to understand the Dhayari market. On an average I captured
data of 30 shops every day. The scooping activity continued till the 6th week of internship.
I also went for field work and participated in various drives conducted by bank like- DUKAN
DHAMAKA initivative, SAHI, etc.

Figure 11: Role in HDFC Bank

In my second month of internship, I worked on generating sales by doing Cold Calling. I was
responsible for generating and converting leads for 10 Seconds Personal loan, Auto loan, Credit
Card and Business loan. I was also responsible for selling of 3rd party products of HDFC life
such as Sanchay Plus and Click 2 Invest.

Page | 14
 CHAPTER 3

DATA ANALYSIS AND INTERPRETATION

1. Analysis of Scooping Data: In order to understand Dhayari market, data from over 450 business
entities was collected on 10 parameters. This was carried out to understand the position of HDFC
bank in the market, potential customers existing in the market and performance of competitors
existing in the market. Following were the parameters on which data was collected

• Name of the Business owner

• Contact Number of the owner
• Address of the Business entity
• Nature of Business
• Turnover of the Business
• Year of Establishment
• Bank where they have their Current Account
• Number of employees in the business
• Do they have POS machine
• Availed services of HDFC Bank in the past

Sample Size - 450 Business entities

Research Period – The survey was conducted for 6 weeks
Research Instrument - A questionnaire comprising of 10 parameters was created to capture the data
Data Collection – The data was captured by doing field visit, interacting with business owners
Data Analysis – Tables and Charts have been used to analyze the data.

Since Dhayari area is a business centric area, major emphasis was given on products such as Current
accounts, Business Loan, POS Machine and Letter of Credit. The area within 5 km of the branch had 17
banks including Private Sector, Private Sector and Cooperative Banks.

Page | 15
 Private Sector Banks Public Sector Banks Cooperative Banks
ICICI Bank Indian Overseas Bank Bharati Shakari Bank
AXIS Bank Vijaya Bank Pune People's Co-Op Bank
Federal Bank Bank of Baroda Sadhana Sahakari Bank
HDFC Bank IDBI Bank Cosmos Bank
Kotak Mahindra Bank State Bank of India Vidya Cooperative Bank
SVC Bank

Udyam Vikas Sahakari

Bank

Table 1: List of Banks in Dhayari Region

Different Type of Banks in

Dhayari Region

30%
41%

29%

Public Sector Banks Private Sector Banks Cooperative Banks

Figure 12 Different types of Bank in Dhayari Region

Market Share Analysis: The market share of a bank depends upon the number of customer it has i.e. the
customer either has a current account or saving account with the bank or the customer uses it services such
as POS machines.

Type of Bank Number of Customers

Public Sector Bank 211
Private Sector Bank 140
Cooperative Bank 99
Table 2: Market share of banks in Dhayari region

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 Market Share of different types of Bank
in Dhayari Region
250

200

150

100

50

0
Public Sector Banks Private Sector Banks Co-Operative Bank

Figure 13 Market share of different types of bank in Dhayari region

Inference: Despite having more number of Co-operative banks in Dhayari area, the highest market share
is with Public banks. Not all Co-operative banks are performing up to the expectations of the customer
while private sector banks with least numbers are able to tap good number of customers.
Sector wise Bank’s Market Share Analysis:

(1) Public Sector Banks – In such types of Banks the major stake is held by the government. Due to their
low average monthly balance requirement they are generally preferred by the customers. However
these type of banks lack in terms of technology and don’t lay emphasis on building long term
relationship with the clients. They do relatively less amount of promotion to attract new customers
instead they rely heavily on word of mouth promotion.

Name of the Bank Number of Customers

Indian Overseas Bank 25
Vijaya Bank 33
Bank of Baroda 45
IDBI Bank 30
State Bank of India 78

Table 3: Number of Public Sector Banks in Dhayari

Page | 17
 Market Share of Public Sector Banks
in Dhayari Region
100
80
60
40
20
0
Indian Overseas Bank Vijaya Bank Bank of Baroda IDBI Bank State Bank of India

No. of Customers

Figure 14 Market share of Public sector banks in Dhayari region

Inference - Customers prefer large public sector banks over small public sector banks.

(2) Private Sector Banks - Banks where majority stake is held by private players. The competition in this
space is intense. These banks invest huge sums of money on advertising to attract new customers.
However due to the high average monthly balance requirement, they are not the first choice of the
customers in the Dhayari area.

Name of the Bank Number of Customers

ICICI Bank
30
AXIS Bank
28
Federal Bank
15
HDFC Bank
42
Kotak Mahindra Bank
25

Table 4: Private sectors banks in Dhayari region

Market Share of Private Sector Banks in

Dhayari Region
50
30 28 15 42 25
0
ICICI Bank AXIS Bank Federal Bank HDFC Bank Kotak Mahindra
Bank

Figure 15 Market Share of Private Sector Banks in Dhayari Region

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Inference: There is intense competition among the private sector bank in Dhayari Region. However
HDFC continues to outperform it peers while a less popular bank Federal bank is at the bottom of the table.
There is a stiff competition between ICICI, AXIS and Kotak Mahindra Bank.

(3) Co-operative Banks – They involve association of persons to fulfill common economic needs
through a jointly owned enterprise.

Name of the Bank Number of Customers

Bharati Shakari Bank
12
Pune People's Co-Op Bank
20
Sadhana Sahakari Bank
3
Cosmos Bank
37
Vidya Cooperative Bank
15
SVC Bank
7
Udyam Vikas Sahakari Bank
5
Table 5: List of Co-operative Banks in Dhayari Region

Market Share of Co-operative Banks in

Dhayari Region
40
30
20
10
0
Bharati Shakari Pune People's Sadhana Cosmos Bank Vidya SVC Bank Udyam Vikas
Bank Co-Op Bank Sahakari Bank Cooperative Sahakari Bank
Bank

Figure 16 Market Share of Co-operative Banks in Dhayari Region

Inference - Cosmos Bank has the highest market share amongst the Co-operative Banks followed by
Pune People’s Co-operative Bank and Vidya Cooperative bank respectively. Most of the Co-operative
banks have very limited branches hence their popularity is region specific. Hence market share of SVC,
is low. Cosmos Bank has higher no. of branches in Pune and has significantly higher popularity among
rest of the banks, hence it has the highest market share in the Dhayari region.

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Major competitors of HDFC bank in terms of Market Share

Name of the Bank Number of Customers

State Bank of India
78
Bank of Baroda
45
Cosmos Bank
37
Pune People's Co-Op Bank
20
ICICI Bank
30
Axis
28
Table 6: Competitors of HDFC bank in terms of Market Share

Competitors of HDFC bank in terms of

Market Share in Dhayari Region
100

50

0
State Bank of Bank of Baroda Cosmos Bank Pune People's Co- ICICI Bank Axis Bank
India Op Bank

Number of Customers

Figure 17 Competitors of HDFC bank in terms of Market Share

Inference: HDFC is facing tough competition from 2 public sector giants i.e. State Bank of India and
Bank of Baroda. Since these bank have low maintenance and opening charges for Savings and Current
account the customers gives more preference to these banks despite of not so great service. From
Co-operative banks Cosmos Bank can be a real threat to HDFC bank. Cosmos Bank has a good market
share, brand value and does a lot of offline promotional activities to attract new customers. From Private
Banks, ICICI bank and Axis Bank are the main threat. These banks are coming up with Semi Urban
centric plans that could spoil the party of HDFC Bank in the coming future.

Page | 20
Analysis on “Year of Establishment of the Business” – The data collected comprises of business
that are operating from the year 2002 to as new as 2019.

Realtionship between Year of Establishment

of Business and Type of Bank

10 years+

5-7 years

3-5 years

1 year

0 10 20 30 40 50 60 70 80 90

Co-operative Bank Private Sector Bank Public Sector Bank

Figure 18 Relationship between Year of Establishment and Type of Bank

Inference: The business that are less than or equal to 1 year old prefer availing services from Private
Banks followed by public sector bank. This trend shows that private sector banks are gaining market
in Dhayari region while the biggest losers are the co-operative banks. While the business that are 3-5
years old continue to avail services from public sector bank however some of these business have
switched to private sector banks. Businesses that are more than 5 years old are continuing with their
original bank account hence market share of co-operative banks are steady for such business while
private banks have not been able to make inroads in these type of business. Public sector bank has
been a consistent performer across different type of business entities.

Analysis on “Turnover of the Business” – The data collected comprises of business

that have yearly turnover varying from Rs 12 lakh to more than Rs 1 crore.

Relationship between Turnover

of the Business and type of bank
100

50

0
Less than 12 Lakhs 12-24 Lakhs 25-50 Lakhs 50 Lakhs - 1 Crore 1 Crore+

Public Sector Banks Private Sector Banks Co-operative Banks

Figure 19 Relationship between Turnover of the Business and Type of Bank

Inference: The business that have turnover less than Rs. 12 lakhs prefer to choose Public sector banks.
This is because of high maintenance charges of private banks, the Average/Quaterly monthly
balance of Rs 10,000 or Rs. 25,000 is the major hurdle why these customers prefer Public sector bank
or co-operative bank over private banks. As the turnover of business increases there is a significant gain
to private sector banks while Co-operative banks loses their market share. For business having turnover

Page | 21
of more than Rs 50 lakhs, private banks are their preferred picks while public sector banks loses
share from this phase onwards.

Types of Businesses operating in Dhayari region – Dhayari is one of the prime locations of Pune.
Located at the intersection point of Sinhagad Road and Mumbai-Bangalore Highway, Dhayari is home
to over 500+ businesses. The area is flooded with banks, Paint Shops, QSR and apparel stores.

Type of Businesses in Dhayari Region

Medical Shops

General Store

Saloons

Paint Shops

Steel Business

Others
0 10 20 30 40 50 60 70 80 90 100

Count

Figure 20 Type of Businesses in Dhayari Region

This data will help the bank in formulating strategies so as to increase their penetration. For example, if
HDFC Dhayari bank wants to sell a medical policies they can easily get in touch with the medical
shops and hospital in the nearby locality. For the above mentioned businesses we have the contact
number and name of the business owners.

HDFC bank’s presence in Dhayari region – The overall objective of this was to check
the customer count of HDFC bank in the Dhayari region. The sample size for the same was 348 people.

HDFC customers in Dhayari Region

HDFC Customers Non HDFC Customer

Figure 21 HDFC customers in Dhayari Region

Page | 22
POS Machine analysis in Dhayari region - A point of sale machine is an electronic machine
that is used to process card payments. With increase in digital payments, there has been tremendous
surge in sales of POS Machine. Banks such as ICICI, Kotak Mahindra, HDFC, SBI and Axis Bank.

Sales of POS Machine in

Dhayari Region (Bankwise)

ICICI Bank Axis Bank HDFC Bank Kotak Mahindra Bank SBI

Figure 22 Bankwise sales of POS Machine

Inference: The competition in POS machine segment is very high. While HDFC bank is currently
the leader in this segment, other banks are also making giant strides. The major factor that attracts
the user towards POS machine is the rental charges and charges on swiping of Debit and Credit
Cards on transactions above Rs 2000. HDFC Bank “Saving Max Account” has lead to sharp surge
in the sales of POS machine.

2. Analysis of Customer satisfaction level of existing HDFC Bank customers – The HDFC Dhayari
branch was handling 3000+accounts. Of late the branch was witnessing closure of savings and
current accounts on a slightly higher scale than normal. Hence this study was carried out to find the
reasons for account closure and find to find out satisfaction level of the customer overall several
parameters. The responses were captured by the HDFC Bank walk-in customers via a survey form.
The form took into consideration Staff behavior, Bank Ambience, Rate of Returns on products of
HDFC Bank among others.

Sample Size - 350 Walk-in customers

Research Period – The survey was conducted for 2 weeks
Research Instrument - A questionnaire comprising of 10 parameters was created to capture the data
Data Collection – The data was captured by interacting with the Walk-in customers
Data Analysis – Tables and Charts have been used to analyze the data.

Page | 23
1. How long have you been associated with HDFC Dhayari Branch?

Duration Responses
More than 2 years 106
2 years 65
1 year 82
Less than 1 year 97
Total 350

Table 7: Association with HDFC Bank

Association with HDFC Bank

28% 30%

23% 19%

More than 2 years 2 years 1 year Less than 1 year

Figure 23: Association with HDFC Bank

Inference: 30% of the customers have been associated with the HDFC Dhayari Branch for more
than 2 years. These are those customers who have stayed with branch since its inception. Due to
the quality service offered by the branch they still continue to operate with us. The branch has
28% of new account holders.

2. Which type of account do you have at HDFC Dhayari branch?

Account Responses
Current Account 83
Savings Account 159
Salary Account 42
Other Account 66
Total 350

Table 8: Type of account held at the branch

Page | 24
 Type of Account Holder

Other Account

Salary Account

Savings Account

Current Account

0 20 40 60 80 100 120 140 160 180

No. of users

Figure 24: Type of Account Holder

Inference: Majority of customers are Savings account holder while Salary Account users are
least. The branch should focus on maintain good relations with the nearby companies so that their
employees can open their salary account with the branch.

3. What are the additional services you use?

Services Responses
Net Banking 84
Mobile Banking 126
Bill Payment 18
ATM 254
Credit Cards 119
No other services 39
Unaware about the services 75
Total 711

Table 9: Additional Services used

Additonal Services used

12%10%
5%
18% 17%
2%
36%

Unaware about the services No other services Credit Cards

ATM Bill Payment Mobile Banking
Net Banking

Figure 25: Additional Services used by the customers

Page | 25
Inference: Majority of the users are using the ATM facility while number of Mobile banking, Net
banking and Bill Payments users are very low. The branch needs to educate the customers
regarding the same so that footfall in the branch for services that can be availed online is reduced.
This will reduce pressure on the branch staff there by enhancing their efficiency.

4. How good are the services offered by the staff of HDFC Dhayari branch?

Quality Responses
Excellent 152
Average 126
Poor 72
Total 350
Table 10: Services offered by staff of HDFC Bank

Performance of Branch Staff

21%
43%

36%

Excellent Average Pathetic

Figure 26: Performance of Branch staff

Inference: 43% customers found the performance of the branch staff to be excellent while 21%
customers found the service of the branch to be poor. 21% is pretty high as compared to the
banking standards of 13%. The branch manager needs to look into this matter else the account
closure rate would increase further.

5. What problem do you face at HDFC Dhayari branch?

Quality Responses
Employee Behavior 64
Facility 26
Time issue 108
Total 198
Table 11: Problems faced at the branch

Page | 26
 Issues faced at HDFC Dhayari Branch

32%
55%
13%

Employee Behavior Facility Time issue

Figure 27: Issues faced at HDFC Dhayari Branch

Inference: The major reason for poor performance of branch staff is Time issue. Customer has to
wait for long durations to get their work done or get their queries resolved. This can either be
because of less staff available at the branch or because of poor understanding of banking services
on the part of branch staff.

6. How satisfied are you with overall performance of the branch?

Rating Responses
Very Satisfactory 102
Satisfactory 136
Good 73
Poor 39
Total 350
Table 12: Overall performance of the branch

Satisfaction Rating

11%
29%
21%

39%

Very Satisfactory Satisfactory Good Poor

Figure 28: Satisfaction Rating of Customers

Inference: 39% customers found the services of branch to be satisfactory while only 11% of the
Customers found the service to be poor.

Page | 27
Major Findings

• Majority of customer are satisfied with the service of the branch

• Majority of customers are satisfied with the dealing of branch staff
• Long waiting time and branch staff behavior are two aspects that needs to checked
• Digital literacy needs to be imparted to the customers of the branch

3. Analysis of lead generation and lead conversion of different banking products – The banking
products were sold via field visit and cold calling. The data of cold calling was provided by the
branch manager which comprised of existing HDFC customers.

The major banking products sold were

• Personal Loan – 10 Seconds
• Auto Loan
• Business Loan
• Credit Cards

Lead Generated vs Lead Converted

15
10
5
0
Personal Loan Auto Loan Business Loan Credit Cards

Lead Generated Lead Converted

Figure 29: Lead Generated vs Lead Converted

Inference: Lead conversion ratio of Personal Loan is 38.4%, Lead conversion ratio of Auto loan is
28.5%, Lead conversion ratio of Business loan is 25% and Lead conversion ratio of Credit cards is 50%.
This indicates selling credit cards are relatively easier than selling Business Loan and Auto loan.

Lead Generation and Conversion

50
via different mediums

0
Via Cold Calling Via Field Visit
Leads Generated Lead Converted

Figure 30: Lead Generated vs Lead Converted via different mediums

Page | 28
 Inference: Leads generated via cold calling were 24 however only 5 leads were converted while
leads generated via field visit were 16 but only 9 leads were converted. This goes to show that one
to one interaction with clients physically yields better results though the cost and time involved are
slightly higher.

4. Analysis of KYC and Re-KYC – In order to understand the financial dealings of the customer
and prevent money laundering & frauds banks are required to maintain KYC documents
of the customers. As per the instruction introduced by RBI in the year 2002, all banks are required
to maintain a policy framework to know their customers before opening any account. During the
internship I had done KYC of 35 new accounts and 20 Re-KYC of existing accounts of high risk
customers.

As per RBI, all the banks are required to collect 3 proofs from their customers. They are

• Photograph of the customer

• Identity proof of the customer
• Address proof of the customer

For New Accounts:

Document for Identification Proof

30
20
10
0
Passport Voter ID Card Driving License PAN Card Defence ID

Document for Identification Proof

Figure 31: Document for Identification Proof

Inference: Majority of customers preferred to use PAN card as Identification proof for KYC
document verification, the second most preferred document was Driving License.

Document for Address Proof

20
10
0
Aadhar Card Voter ID Card Passport Latest Utility Bill Rent/ Lease
Agreement

Document for Identification Proof

Figure 32: Document for Address Proof

Page | 29
 Inference: Majority of customers preferred to use Aadhar card as Address proof for KYC
document verification, the second most preferred document was Latest Utility bill followed
by Rent/ Agreement.

For Existing Accounts – I was asked to do Re-KYC for 20 high risk customers. The process
involved filling a Re-KYC form. The form was also required to be filled by customers whose
any personal or contact information has changed.

KYC updation is done according to customer’s Risk Categorization

• High Risk Customers – KYC to be done at least once in every 2 years
• Medium Risk Customers – KYC to be done at least once in every 8 years
• Low Risk Customers – KYC to be done once in every 10 years

Risk categorization is done based on the following parameters

• Customer’s identity
• Social/financial status
• Nature of business activity
• Information about the clients’ business and their location etc

Major Findings

• Majority of customers were unaware about importance of AML measures

• Customers were reluctant to update their KYC when there was no change in the existing information

Page | 30
 CHAPTER- 4

CONCLUSION:
While there are plethora of banks in the Dhayari region, HDFC bank continues to maintain a steady
performance. Among the private banks, HDFC continues to maintain it’s leadership even in Dhayari
region. Public Sector Banks and NBFC’s existing in Dhayari region are a giving a tough time to HDFC
bank. The bank needs to come up with more products catering to Rural and Semi- Urban markets.
The biggest hinderance in acquiring new customers is maintenance of Average Monthly balance.

The Dhayari market has lot of unorganized business, most of these businesses are not aware about
Current Account, GST and other business related requirements. Creating awareness amongst this section
of society can generate lots of customers.

While most of the existing HDFC customers are satisfied by the services offered to them the
behavior and efficiency of the branch staff needs a check. Most of the customers do not use Net Banking
and Mobile banking, awareness regarding the same must be done so as to reduce unnecessary footfall in
the branch.

The Brand HDFC remains rock solid in the market, the trust factor associated with the bank is one
of the major reason why customers are attracted towards HDFC bank.

Understanding customer psyche, Interacting with customers from different walks of life, Retail
Banking and Sales were my major learnings.

RECOMMENDATIONS:
1. Complaints and Queries of the customer must be addressed in due course of time.

2. Lead generation via Cold Calling requires a strategy. Proper script must be prepared
and the employees must be trained accordingly. Time of call must be kept in mind
as customer gets annoyed if call is made during odd hours.
3. Financial and Digital literacy awareness programs must carried out in Dhayari region

4. Interactive advertisements & infomercials must be played inside the branch to create
awareness about new products to the walk-in customers.

Page | 31
 CHAPTER - 5

BIBLOGRAPHY:-

• https://www.hdfcbank.com/
• https://nseindia.com/live_market/dynaContent/live_watch/get_quote/GetQuote.jsp?symbol=HD
FC
• https://economictimes.indiatimes.com/news/company/corporate-trends/et-awards-2018-for-company-of-
the-year-hdfc-bank/articleshow/65714062.cms?from=mdr
• https://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=101677

Page | 32
 CHAPTER - 6

TURNITIN REPORT

Page | 33
 CHAPTER - 7

WEEKLY REPORT

Week 1

Date Discussion Point at Theories Learning Points Any other remarks

and Day the company applied/Books
Referred
2nd April, Ice Breaker Whatever was Day to Day
2019; session with the taught to us in operation of the
Tuesday bank employees induction was bank
applied while
Observing & interacting with Interaction with
Understanding the the customers customers
day to day
activities of the For product Products and
bank information Services offered
References used by the branch
Understanding the were
products and
services that the 1.www.hdfcbank
branch has to offer .com
2.HDFC
Discussion induction book/
regarding the material
project and what
the bank expects
out of me during
these 2 months

3rd April, Team meeting at Implementing Software’s used

2019; 9:00 A.M to the instructions by the bank
Wednesd understand the that were given
ay objectives of the by the Personal Understanding
day Banker for the current
pitching about account services
Getting familiar the Current offered by the
with the area Accounts bank
around the branch
to attract new Implementing Pitching for
Clients for the instructions getting new
opening the that were given current accounts
Current Account by the Welcome
Desk regarding Document
Page | 34
 Assisting the client handling verification for
customers to current account
smoothen the
operations at the
branch

4th April, Team meeting at Understanding How to extract Visited 7

2019; 9:00 A.M to the psyche of a information from Shops/Business
Thursday understand the customer before a customer who Center for pitching
objectives of the pitching him/her already has an the current account,
day the product account in collected their cards
another bank. for contacting them
Field visit near the Understanding of in future
branch for getting the new product Convincing a
new Current of HDFC bank customer to open Generated 3 leads
Accounts “Dhukaan a current account worth 1.8 lakhs for
Dhamaka” with HDFC Personal loans by
Calling and Bank calling more than
Selling 10 Referred to 60+ customers
Seconds personal HDFC bank Selling of a
loan to existing website for newly introduced
customers at a rate understanding product by the
of interest between the features and company
12.50% to 16.50% benefits of 10
Second Personal
Loan
5th April, Team meeting at Features and Cross Selling of The conference call
2019; 9:00 A.M to Benefits of 10 the products was carried out by
Friday understand the Second personal the cluster head and
objectives of the loan Cold Calling was meant for RM
day and PB Sales. New
Followed the New Products Targets and New
Calling and instructions that and Policies Incentives were
Selling 10 were provided by introduced by the discussed during the
Seconds personal the PB sales for bank call. More than 70+
loan to existing generating leads. RMs and PB sales of
customers at a rate diff. branches were
of interest between on the call which
12.50% to 16.50% lasted a 1 hour

Attended the Generated a lead for

conference call Home Loan (worth
that was carried 20 lakhs) while
out by the cluster pitching for Personal
head. loan to the client.

Page | 35
 Week 2

Date Discussion Point at Theories Learning Any other

and the company applied/Books Points remarks
Day Referred
8th Team meeting at For product Pitching of the
April, 9:00 A.M to information products
2019; understand the References used
Mond objectives of the day were Identifying the
ay potential lead
Strategizing on how 1.www.hdfcbank.
to increase the com Types of
number of savings 2.HDFC induction Current
and current bank book/ material Account and
account their features
Talked to PB and minimum
Promotion of Sales to requirements
“Dukan Dhamaka” understand more
offer about the scheme
and Current
Account

9th Team meeting at Field Visit for Understanding A new project

April, 9:00 A.M to selling Current how the “Catchment” of
2019; understand the Accounts under catchment nearby area was
Tuesd objectives of the day the “Dhukan process is to be given by the
ay Dhamaka” carried out Cluster Head.
Interaction with Scheme Under this project
Cluster Head Basic Protocols I have to collect
regarding the to be followed data from nearby
progress made so far while shops (250+) on 7
addressing a parameters to
customer understand the
market scenario
and feedback of
our branch and of
other banks.
10th Team meeting at For product How a Current Every day the data
April, 9:00 A.M to information Account is that was collected
2019; understand the References used Opened was entered in the
Wedn objectives of the day were excel sheet
esday Selling of POS maintained by the
To go on field visit 1.www.hdfcbank. machines and bank and the
and collect data com different plans potential leads
from 20 shops 2.HDFC induction under it were added to the
book/ material CRM NEXT

Page | 36
 To pitch “Dhukaan How to extract software
Dhamaka” offer Referred to PB additional data
sales for from the shop
To generate leads understanding the owners
for Personal Loan documents
and Savings Bank required for
Account Current Account

11th Team meeting at For product Dealing with

April, 9:00 A.M to information different kind of
2019; understand the References used shop owners
Thurs objectives of the day were
day Creating
To go on field visit 1.www.hdfcbank. awareness about
and collect data com Banking among
from 20 shops 2.HDFC induction the shop owners
book/ material

12th Team meeting at For product Dealing with It was the last day
April, 9:00 A.M to information different kind of for my mentor
2019; understand the References used shop owners “Mr. Jateen
Friday objectives of the day were Kadam”. My new
mentor is Prashant
To go on field visit 1.www.hdfcbank. Padwal
and collect data com
from 20 shops 2.HDFC induction
book/ material

Page | 37
 Week 3

Date and Discussion Point at the Theories applied/Books Learning Points Any other
Day company Referred remarks
15th Team meeting at 9:00 Instructions given by Cross Selling
April, A.M to understand the Branch Manager on of Products
2019; objectives of the day how to cross sell
Monday products to those who
Promotion of “Dukan already have current
Dhamaka” offer – account
Collecting Data from
20 Shops in the close
by vicinity
16th Team meeting at 9:00 Following the Preparing Catchment
April, A.M to understand the Instructions given by Detailed Report was
2019; objectives of the day Branch Head and report on submitted to
Tuesday Cluster Head Catchment the cluster
Analysis of Catchment Mining head
Data collected till 15th
April 2019
18th Team meeting at 9:00 For product How to pitch
April, A.M to understand the information Business
2019; objectives of the day References used were Loan and
Thursday Personal
Cold Calling 1.www.hdfcbank.com Loan offered
customers to sell 2.HDFC induction at 21% rate of
Personal Loan and book/ material interest
Business Loan
20th Team meeting at 9:00 For product Dealing with
April, A.M to understand the information different kind
2019; objectives of the day References used were of shop
Saturday owners
Promotion of “Dukan 1.www.hdfcbank.com
Dhamaka” offer – 2.HDFC induction Creating
Collecting Data from book/ material awareness
20 Shops in the close about
by vicinity Banking
among the
shop owners

Page | 38
 Week 5

Date and Discussion Point at the Theories Learning Any other

Day company applied/Books Points remarks
Referred
30th April, Team meeting at 9:00 Instructions given by Cross Selling
2019; A.M to understand the Branch Manager on of Products
Tuesday objectives of the day how to cross sell
products to those who
Promotion of “Dukan already have current
Dhamaka” offer – account
Collecting Data from 30
Shops in the close by
vicinity
2nd May, Team meeting at 9:00 Following the 2nd
2019; A.M to understand the Instructions given by Catchment
Thursday objectives of the day Branch Head and Report
Cluster Head was
Analysis of Catchment submitted
Data by cluster head to the
cluster
Increase in radius of head
Catchment area to 5 KM
3rd May, Team meeting at 9:00 For product Mapping of
2019; A.M to understand the information Different
Wednesday objectives of the day References used were Business
entities
Cold Calling customers 1.www.hdfcbank.com
to sell Personal Loan 2.HDFC induction
and Business Loan book/ material

Designing a Map of Surveying and

Business shops and Territory mapping
other entities in the near
by locality based on the
catchment data
4th May, Team meeting at 9:00 For product Utility
2019; A.M to understand the information payment via
Saturday objectives of the day References used were Payzapp

Pitching customers for 1.www.hdfcbank.com

making payment 2.HDFC induction
through Payzapp and book/ material
increase utility payment

Page | 39
 Week 6

Date Discussion Point at the Theories Learning Points Any

and company applied/Books other
Day Referred remarks
6th May Team meeting at 9:00 A.M Instructions given Personal Loan
2019; to understand the objectives by Branch Manager disbursement
Monday of the day on how to Sell process
Personal Loan
Catchment Mining Analysis Adding lead to
CRMNext
Selling of Personal Loan by
Cold Calling

7th May, Team meeting at 9:00 A.M For RD and FD How to pitch
2019; to understand the objectives information alternatives of
Tuesday of the day References used RD and FD
were
Selling of Personal Loan by Promoting
Cold Calling 1.www.hdfcbank.c Market linked
om Investment option
Pitching for opening of RD 2.HDFC induction apart from RD
and FD to the Walk-in book/ material and FD
customers
Market Linked
Investment Policies
and Product
8th May, Team meeting at 9:00 A.M For product How to Interact
2019; to understand the objectives information with the people
Wednes of the day References used from different
day were walks of life.
Selling of Personal Loan by
Cold Calling 1.www.hdfcbank.c
om
Pitching for opening of RD 2.HDFC induction
and FD to the Walk-in book/ material
customers

9th May, Team meeting at 9:00 A.M Understanding the Working of

2019; to understand objectives of Application owned Payzapp
Thursda the day by HDFC
y
Selling of Personal Loan by
Cold Calling

Pitching customer for doing

payment via Payzapp
Page | 40
 Week 7

Date and Discussion Point at the Theories applied/Books Learning Points Any
Day company Referred other
remarks
13th Team meeting at 9:00 Instructions given by Personal Loan
May A.M to understand the Branch Manager on how to disbursement
2019; objectives of the day Sell Personal Loan process
Monda
y Making us aware out the Adding lead to
Personal Loan Drive CRMNext

14th Team meeting at 9:00 Instructions given by

May, A.M to understand the Branch Manager on how to
2019; objectives of the day Sell Personal Loan
Tuesda
y Selling of Personal
Loan by Cold Calling

15th Team meeting at 9:00 For product information Different types

May, A.M to understand the References used were Tax Saving RD
2019; objectives of the day and FD
Wednes 1.www.hdfcbank.com
day Selling of Personal 2.HDFC induction book/ Documentation
Loan by Cold Calling material for RD and FD

Pitching for opening of

RD and FD to the Walk-
in customers

16th Team meeting at 9:00 For Digital Product and Online services
May, A.M to understand the Services offered by HDFC of HDFC Bank
2019; objectives of the day Bank, their official website
Thursd was referred
ay Selling of Personal
Loan by Cold Calling

Pitching customers for

making RD and FD
worth Rs 10,000
minimum via
Netbanking

Page | 41
 Week 8

Date and Discussion Point at the Theories applied/Books Learning Points Any other
Day company Referred remarks
20th Team meeting at 9:00 Interacted with Converting the
May A.M to understand the Personal Loan and leads
2019; objectives of the day Home Loan
Monda representatives on to
y Follow up of Cold how close the leads Documentation
Calling Leads required for
Personal Loan and
Home
21st Team meeting at 9:00 Features of Savings Different ways of
May, A.M to understand the and Current Bank pitching saving
2019; objectives of the day account offered by the bank account with
Tuesda bank AMB of Rs 10,000
y Scoping of the Shops in
the nearby locality

22nd Attending Workshop on Type of Personal Loan How and Who to

May, Personal Loan at the pitch personal loan
2019; HDFC Bank Branch in A PPT was prepared
Wedne Bund Garden for this workshop by Documentation for
sday the head of the processing Online
Targets to be achieved by department of Personal Personal Loan
each Branch w.r.t. Loan in Pune
Personal Loan Features of
Personal Loans
How and Why HDFC
bank is so focused on
Personal Loan

How HDFC is way ahead

of its competitors in this
space
23rd Attending Workshop on Type of Personal Loan How and Who to
May, Personal Loan at the pitch personal loan
2019; HDFC Bank Branch in A PPT was prepared
Thursd Bund Garden for this workshop by Documentation for
ay the head of the processing Online
Targets to be achieved by department of Personal Personal Loan
each Branch w.r.t. Loan in Pune
Personal Loan Features of
Personal Loans
How and Why HDFC

Page | 42
 bank is so focused on
Personal Loan

How HDFC is way ahead

of its competitors in this
space
24th Attending Workshop on Type of Personal Loan How and Who to
May, Personal Loan at the pitch personal loan
2019; HDFC Bank Branch in A PPT was prepared
Friday Bund Garden for this workshop by Documentation for
the head of the processing Online
Targets to be achieved by department of Personal Personal Loan
each Branch w.r.t. Loan in Pune
Personal Loan Features of
Personal Loans
How and Why HDFC
bank is so focused on
Personal Loan

How HDFC is way ahead

of its competitors in this
space

Page | 43
 Week 9

Date and Discussion Point at the Theories Learning Points Any other
Day company applied/Books remarks
Referred
27th May Team meeting at 9:00 A.M to Learnings from the Selling of
2019; understand the objectives of PL workshop Personal Loan by
Monday the day Cold Calling and
Offline selling
Working on Personal Loan
drive in order to complete the
target that was allocated to
the branch
28nd May, Team meeting at 9:00 A.M to Learnings from the Selling of
2019; understand the objectives of PL workshop Personal Loan by
Tuesday the day Cold Calling and
Offline selling
Cold Calling the Customers
for Selling PL

29th May, Team meeting at 9:00 A.M to Learnings from the Features and
2019; understand the objectives of PL workshop Documentation
Wednesday the day required for
Business Loan Business Loan
Field visit for Selling BL and features and
PL Documentation
were provided by
the Branch
Manager
30th May, Team meeting at 9:00 A.M to Learnings from the Features and
2019; understand the objectives of PL workshop Documentation
Thursday the day required for
Business Loan Business Loan
Field visit for Selling BL and features and
PL Documentation
were provided by
the Branch
Manager
31st May, Review of the work Data and Pitch was Types and
2019; completed during the provided by the Features of
Friday Internship BM Credit Card

Feedback regarding the

internship

Cold Calling for Selling

Credit Cards
Page | 44
Page | 45