AN INTERNSHIP REPORT ON

COMMERCIAL VECHILES TRADING OPERATION ON

SIPRADI TRADING PVT.LTD

Submitted by:

Sumita Chhetri

Exam Roll No.: 19897/17

T.U. Registration No.: 7-2-360-84-2017

Submitted to:

Office of the Dean

Faculty of Management

Tribhuvan University

In the Partial Fulfillement of the Requirement of the Degree of

Bachelor of Business Administration (BBA)

Gangahity, Kathmandu

May, 2022
RECOMMENDATION OF THE COLLEGE
RECOMMENDATION OF THE ORGANIZATION
 DECLARATION
This is to certify that I have completed this internship report entitles “An Internship
Report on Commercial Vehicles Trading Operation on Sipradi Trading Private
Limited” under the guidance of “Mrs. Renuka Timalsina” in the partial fulfillment
of the requirement for the degree of Bachelor of Business Administration at Faculty
of Management, Tribhuvan University. This is my original work and I have not
submitted it earlier elsewhere.

Sumita Chhetri

May, 2022
 ACKNOWLEDGEMENTS
The internship opportunity I had with Sipradi Trading Pvt. Ltd, was a great chance for
learning and professional development. Therefore, I consider myself a very lucky
individual as I was provided with an opportunity to be a part of it.

Firstly, I would like to show my sincere gratitude to College of Applied Business

(CAB) for granting me the permission to have an internship experience. I am thankful
to Mr. Ramesh Pandey, principle of College of Applied Business for helping us for
choosing the best organization. I am also very thankful to my teacher and supervisor,
Mrs. Renuka Timalsina, Faculty member of CAB for providing me guidance and lots
ideas to prepare this report.

Bearing in mind previous I am using this opportunity to express my deepest gratitude

and special thanks to Mr. Pradhumna K.C., Senior Product Deputy Manager (Bus
Department) of Sipradi Trading Private Limited and my supervisor who guided me in
every steps during the whole internship period. In spite of being extraordinary busy
with his duties, took time out to hear, guide and keep me on the correct path.

I also express my deppest thanks to Mr. Abhisekh Mishra, Deputy Product Manager
(Bus Department) of Sipradi Trading Pvt. Ltd who guided me in every steps during
the whole internship period. It is my radiant sentiment to place on my best regards,
deepest sense of gratitude to Mrs. Rashmi Shakhya, STPL Gairidhara Showroom
incharge, Mr. Krishna Chand, Chief Product Manager (Bus Department),Mr. Rikesh
Bajracharya, Senior Sales officer (Bus Department), Mr. Bikash Dahal, Senior Sales
Officer (Bus Department) and Nabin Sidali Senior Sales Office (Bus Department), for
their careful and precious guidance which were extremely valuable for my study both
practically and theoretically.

I perceive this opportunity as a big milestone in my career development. I will strive

to use gained skills and knowledge in the best possible way, and I will continue to
work on their improvement, in order to attain desired career objectives. Hope to
continue cooperation with all of you in the future.

Sincerely,

Sumita Chhetri
 Chapter One

INTRODUCTION
1.1 Background of the Study
According to the requirement of Faculty of Management (FoM) of Tribhuvan
University, the students of 8th semester are supposed to undergo internship in any
organization for minimum of twelve weeks for the partial fulfillment of Bachelors in
Business Administration (BBA) program. This internship program conducted during
8th semester BBA program was carried out at Sipradi Trading Private Limited (TATA
Motors CV Showroom) which is located at Gairidhara, Kathmandu.

An internship is a unique aspect of education that integrates theoretical study with the
planned and supervised career related work experience. It is a work related learning
experience for individuals who wish to develop hands on work experience in a certain
occupation field. Interns are usually college or university students but they can also be
high schools students or post graduate students seeking skills for new career. So
internship program is included as the part of BBA curriculum to make students more
practical and make them aware of real corporate world. The internship program helps
a lot to enhance the technical and communication skills that are very important for
working in the workplace. Moreover the internship program provides the chance to
build the confidence and also provides an excellent platform to start the career in the
desired field. The study helps to implement the theoretical knowledge acquired in the
classroom to the workplace.

Trading business sector is one of the crucial sectors in any economy. Trading
companies are businesses working with different kinds of product which are sold for
consumer, business, or government purpose. Trading companies buy a specialized
range of products, maintain a stock or a shop and deliver product to the consumer.

Different kinds of practical conditions make for many kinds of business. Usually two
kinds of business are defined in trading. Importers or wholesalers maintain a stock
and deliver products to shops or large end customers. They work in a large
geographical area, while their customers and shops work in smaller areas and often in

2
just a small neighborhood. Talking about trading companies today we refer mainly to
global B2B traders highly specialized in one goods category and with a strong logistic
organization. Changes in practical conditions such as faster distribution, computing
and modern marketing have led to changes in their business models.
This report is completely based on the personal experience and knowledge gained
while working as an intern in Sipradi Trading Private Limited (TATA Motors CV
Showroom). The duration of internship program was from 2nd Magh 2078 to 2nd
Baisakh 2079 in which, intern was place Sales and Marketing department
(Commercial Vehicle). As a student of marketing it was a very delightful decision and
opportunity to work in that department. The internship program has provided
substantial knowledge and wonderful working experience. It helped me in gaining
useful insights on how sales and marketing department of automobile operates and
how the Nepali automobile industry is performing at present.

1.2 Objectives of the Study

The main objective of the internship is to get practical knowledge of organizational
activities and utilize conceptual knowledge in the specific area of the study in general,
the objectives of the study are as follows:

 To gain knowledge about the real business environment.

 To understand the practical experience regarding the functioning of Sipradi
Trading Private Limited.
 To enhance the knowledge of understanding of the corporate culture of
automobile industry.

1.3 Methodology
Methodology is a set of procedures that defines what the activity of research is, how
to proceed, how to measure progress and what is succeeded. The methodologies that
are used in this report are:

1.3.1 Data Collection

Different methods of data collection have been used for the preparation of the report.
Primary as well as secondary data are used for the preparation of internship report:
 a. Primary Data
Under this, an intern interacts with customers through telephone in order to
collect the data regarding the purchase of bus, demand of bus, interest for
exchange and so on. After the interaction it was known that the demand for
36- Seater Marcopolo bus was high in schools whereas the demand for 50-
Seater Marcopolo was low. Similarly demonstration, sales presentation,
personal meeting and so on were also carried out to detect the interest of
prospect and make the data for the demand of the bus in the market. The
interaction with supervisors and so on is carried out in order to collect the data
regarding the sale of bus and present prospects.
b. Secondary Data
Company’s brouchers, newspapers, magazines, catalogs and the official
website of Sipradi PVT LTD as well as other competitors, was used as the
secondary sources of data collection.

1.3.2 Organization Selection

The interns should choose the organization which best fits their interest and is more
relevant to their specialization in BBA and intern’s specialization is marketing. The
organization Sipradi Trading Private Limited (TATA Motors CV Showroom) was
chosen for internship, a sole distributor of TATA Motors Ltd and major player in
automotive and allied business in Nepal for the fulfillment of internship program. The
selected organization could help the intern to learn and cope up with the real business
environment and the practices of the automobile industry.

1.3.3 Placement
The internship process starts with the submission of application letter along with the
letter from the college in the administration department. It takes some time to get
enrolled. The department where the intern is being place is fixed by the Human
Resource Department. Among the various departments, Sipradi Trading PVT.LTD,
placed the intern in “Commercial Vehicle Business Unit”, whereby intern need to deal
with the clients who are interested in buying the bus. The working part of intern for
bus department was inclined towards sales and marketing. During the period of the
internship the activities of following departments were observed:

 Sales Department
  Marketing Department

1.3.4 Duration
Duration: 12 Weeks

Started from Date: 16th Jan 2022

Ending Date: 15th Apr 2022

Minimum Working Hours: 8 Hours

Under this time period the intern is supposed to learn and work under different units
of departments if possible.

1.3.5 Activities
During the period of the internship, the intern was placed in the sales and marketing
department in Sipradi Trading Private Limited and was assigned with the following
tasks:

 Customer follow up via call

 Complaint handling
 Telephone prospecting
 Dealing with lead nurturing customers
 Tracking and contacting the lost customers
 Dealing with digital lead customers
 Marketing about schemes and new buses
 Reporting and feedback from managers
 Record keeping of prospects’ and customers’ data

1.4 Limitations of the study

Despite being given a better opportunity in the company, there are some loopholes
that became the limitations of the study. Following are the limitations:

 Since the internship was of 12 weeks, only limited amount of information

about the company could be gathered by the intern to present in this report.
There may be some missing information in this report which could not be
gathered due to time constraint.
  It was very difficult to know about the detail functioning of the company
operation and services due to the limited time period.
 It was very difficult to gain all the necessary information and perform without
the restriction in all units because of the sensitivity of the official matters.
 As of being intern there were limited task to be performed.

1.5 Organization of the Study

The report was prepared after twelve weeks of internship program and was instructed
and revised by the college supervisor. This study has been organized into five
chapters. The content of each chapter of this study is briefly explained below:

Chapter One: It includes general background, objective and methodology of the

study, organization selection and placement of the internship, duration of internship,
activities performed, nature and sources of data, limitations and organization of the
study.

Chapter Two: It includes the introduction to the Trade Industry. It shows the
evolution, development, current situation and future of Nepalese Trade industry.

Chapter Three: It deals with introduction of Sipradi Trading Private Limited along
with its background, vision, mission, value, objectives, analysis of the overall study
and services provided by the company.

Chapter Four: This chapter deals with various activities done in the various
departments of the company.

Chapter Five: This chapter deals with summary, conclusions and recommendations.
 Chapter Two

INTRODUCTION TO THE TRADING BUSINESS

2.1 Brief Introduction to Trading Industry
In simple words the action of buying and selling goods and services is called trade. It
has synonyms like commerce, business, merchandising etc. Firm that connects buyers
and sellers within the same or different countries but does not get involved in the
owning or storing of merchandise.

Trading companies are businesses working with different kinds of products which are
sold for consumer, business or government purposes. Trading companies buy a
specialized range of products, maintain a stock or a shop, deliver and deliver products
to customers.

Different kinds of practical conditions make for many kinds of business. Usually two
kinds of businesses are defined in trading. Importers or wholesalers maintain a stock
and deliver products to shops or large end customers. They work in a large
geographical area, while their customers, the shops, work in smaller areas and often in
just a small neighborhood.

“Trading company” means any company, except a railway or telegraph company,

carrying on business similar to that carried on by apothecaries, auctioneers, bankers,
brokers, brick makers, builders, carpenters, carries, cattle or sheep salesmen, coach
properties, dyers, fullers, keepers of inns, taverns, hotels, saloons or coffee houses,
lime burners, livery stable keepers, market gardeners, millers, miners, packers,
printers, quarrymen, share brokers, ship-owners, shipwrights, stockbrokers, stock-
jobbers, victuallers, warehousemen, persons using the trade of merchandise by way of
bargaining, exchange, bartering, commission, consignment or otherwise, in gross or
by retail, or by persons who, either for themselves, or as agents or factors for others,
seek their living by buying and selling or buying and letting for hire goods or
commodities, or by the manufacture, workmanship or the conversion of goods or
commodities or trees.
 Chapter Three

INTRODUCTION TO SIPRADI TRADING PVT.LTD

3.1 Introduction
Sipradi is a major player in AUTOMOTIVE and ALLIED business, one of the largest
and most driving brands in Nepal. More than 38 years down the line, SIPRADI has
exceeded USD 350 million annual revenue and growing rapidly in automotive,
lubricant, financial service and equipment business sectors. It has more than 750
employees and over 650 support staff working to accomplish a shared objective - To
deliver quality products and services while adding synergy to the growth of overall
brand value.

Sipradi Trading Private Ltd (STPL) has been a sole distributor of Tata Motors Ltd.
India, for Nepal since 1982 and certified with ISO 9001:2015. The company has been
providing Sales, Services and Spare parts, facility for the full range of Tata Motor’s
commercial as well as passenger vehicles. The company has immense networks
throughout Nepal having 36 sales network offices and 32 service centers dedicated to
Commercial vehicles and Passenger Vehicles with 300 spare parts outlets across the
country. 

Sipradi is also an exclusive distributor of MAK Lubricants, Michelin tires, Exide

Batteries and other various line of products.Sipradi Auto parts has dealership with
garage equipment’s and genuine spare parts from Tata Motors, it is the market leader
in its segment. Established with a view to revolutionize the pre-owned vehicle
industry in Nepal, Sipradi Assured is the latest addition to the SIPRADI family.

Sipradi has embraced major CSR initiatives in driver training, traffic management,

road building, drinking water supply, education and tree plantations.

Sipradi Assured is the latest addition to the Sipradi family which deals with second-
hand vehicles.
3.2 Introduction to TATA Motors
Tata Motors Group (Tata Motors) is a $34 billion organization. It is a leading global
automobile manufacturing company. Its diverse portfolio includes an extensive range
of cars, sports utility vehicles, trucks, buses and defense vehicles. Tata Motors is one
of India's largest OEMs offering an extensive range of integrated, smart and e-
mobility solutions.

Part of the USD 110 billion Tata group founded by Jamsetji Tata in 1868, Tata
Motors is among the world’s leading manufacturers of automobiles. It believes in
‘Connecting aspirations’, by offering innovative mobility solutions that are in line
with customers' aspirations. TATA is India's largest automobile manufacturer, and it
continues to take the lead in shaping the Indian commercial vehicle landscape, with
the introduction of leading-edge powertrains and electric solutions packaged for
power performances and user comfort at the lowest life-cycle costs. The new
passenger cars and utility vehicles are based on Impact Design and offer a superior
blend of performance, drive ability and connectivity.

3.3 Mission, Vision, Objectives and Values

Vision is the dream or a Picture to be achieved ultimately. Mission states the business
reason. For the organization's existence. Objectives focus on the activities to be
accomplished to | achieve goals. Values are the lasting beliefs and ideals shared by the
members of a culture about what is good or bad and desirable or undesirable. The
mission, vision, objectives and values of Sipradi are as follows:

3.3.1 Vision of Sipradi Trading Private Limited

To enhance and protect our market leader position of being the biggest and
most trusted automotive distributor along with its allied ventures here in
Nepal.

3.3.2 Mission of Sipradi Trading Private Limited

The company has following missions:

 Customer’s first choice across all segments.

 Employee’s first choice.
  Excellence in supply chain management, safety, operating efficiencies,
stakeholder management and CSR activities.
 Growth oriented strategies and investments.

3.3.3 Objectives of Sipradi Trading Private Limited

The company has following objectives:

 To provide value added service to the valued customers.

 Delivery quality services.
 Promotion of national economy, society and individuals.
 Embrace a commitment to excellence.
 Creating a work environment to boost the spirit of employee.

3.3.4 Core Values of Sipradi Trading Private Limited

The company has following core values:

 Integrity
Maintain high ethical standards and compliance in conducting business.
 Unity
Maintain and improve open communication platform, encourage team work,
respect all and recognize excellence in performance.
 Innovative
Constantly remain creative in satisfying changing customer needs.
 System
Be a system and process driven company that constantly invests in its physical
infrastructure people, technology and all procedural systems that drive
efficiency and excellence.
 Learning
Strongly emphasize the need to remain ahead of competition and be current
with global standards and benchmark in training employees.

3.4 Sipradi Associated Companies

Following are the different companies associated with Sipradi Priv ate Limited:
3.4.1 Sipradi Autoparts Private Limited
Sipradi Autoparts Pvt. Ltd (SAPL) is a company primarily dealing with Tata Motors
Genuine Spare Parts. With a distribution network of 300 plus dealers, SAPPL is also
the sole distributor of commercial and passenger vehicle Tyres from Michelin,
Automotive Garage Equipment from Manatec, Air Tools from Kuken Co Ltd., Japan,
Hand Tools from Groz, and Compressor from Air Marshall.

3.4.2 Sipradi Assured Private Limited

Sipradi Assured Pvt. Ltd., is an associate company of SIPRADI group, which was
established on February 2011 to deal with pre owned vehicles. In a short time the
company has established itself as a reliable name to exchange vehicles of exclusive
quality at optimal price.

Sipradi Assured provides the upmarket service which eases out the buying and selling
of certified pre owned vehicle. For customers, a certified Sipradi Assured vehicle acts
as a warranty against poor quality purchases by ensuring that pre owned vehicle are
refurbished and upgraded using genuine spare parts and bona fide documentation.

Sipradi Assured offers a wide range of vehicle selection and also aids customers to
make the right choice.

3.4.3 Sipradi Hire Purchase Private Limited

Sipradi Hire Purchase is a vehicular financing company of SIPRADI. The main
motive is to provide hassle free financing solution for customers. It aims to provide
financing access to group of consumers that normally are deprived from financing
facilities from traditional BFIs. Small scale companies and entrepreneurs can benefit
from Hire Purchase. Expensive and important assets can be hired and later owned
with our help and support.

Thus, Hire Purchase is an important source of financing in recent times. It provides a

convenient way to afford and acquire assets that otherwise be financially unattainable.

Thus, Hire Purchase is an important source of financing in recent times. We provide a

convenient way to afford and acquire assets that otherwise be financially unattainable.
3.5 Major Market and Customer
TATA Motors is one of the ruling auto company in the context of Nepal. To the
current it has occupied the market share of 60% to 65% on commercial vehicle as per
Sipradi website. This percentage of TATA has increased from 62% to 64% in the
single year this shows it is ruling the commercial vehicle. Generally, TATA trucks,
tippers, buses, pick up are being popular admiring in the current scenario. The
customer is fully satisfied with the TATA product and the service given to them.

In the context to the market of trucks/ tippers the major customers are from the
business background. They generally are from transport companies, suppliers,
crusher, red mix, blocks, bricks, construction, couriers, and other too many.

Generally, TATA has focused this target group as the major customer of its products.
In the current scenario the TATA has most market share of commercial vehicles and
TATA Motors has done lots of sale motive programs to make the customer believe
about the product and services provided by TATA and to maintain current market
position. Similarly, in context to bus department the focused group or the customer
are the transport business school and other Yatayat business company.

3.6 Products offered:

Sipradi offers various range of products. It has a wide range of product lines covering
automobiles, lubricants, batteries, spare parts and so on. It also provide servicing
facility as well as financing facility to ensure customer satisfaction. The major
products of Sipradi Trading are as follows:

3.6.1 Michelin Tire

Michelin is a French multinational company based in Clermont-Ferrand in
the Auvergne-Rhône-Alpes region of France. It is the second largest tyre
manufacturer in the world behind Bridgestone and larger than both Goodyear and
Continental. Michelin Tire has provided competitive advantage to Sipradi. Michelin
Tire increases the performance, safety, improved traction and a better driving
experience for a vehicle. Some of the tires are TYRE 165/70 R14 81T TL Energy,
TYRE 195R15C 106/104R TL AGILI, Michelin Primacy 4 St and so on.
3.6.2 Manatec Equipment
Manatec is established in 1987. It is into designing and manufacturing of Garage
Equipment in India with 100% indigenous technology. Some of the manatec
equipment available in Sipradi are: Wielding Machine: ME-Mig/Mag 200, Washing
Lift: ME-WL & MW – WL, Vehicle Washer: VW and so on.

3.6.3 3 Air Tools Kuken

Kuken is a Japanese company established in 1968. Their business is to study design
and manufacture pneumatic toos. Some of the 3 Air Tool Kuken in Sipradi are: KW-
230P, KW-19X, KW-14HP and so on.

3.6.4 Sipradi Earthmovers

Sipradi Earthmovers Private Lid (SEMPL) is the exclusive distributor of Tata Hitachi
(a subsidiary of Hitachi Construction Machinery Co, Japan and Tata Motors L, India)
since 2009. The company sells and Services excavators, wheeled products, cranes and
road making equipment.

Sipradi Earthmovers Pvt. Ltd is established in early 2009 by acquiring solo

distribution right of Tata-Hitachi Telcon manufactured heavy equipment. Sipradi
Earthmovers business are supports in the infrastructure building and construction.

3.6.5 Commercial and Passenger Vehicles

Sipradi started its business with the authorized dealership of Tata vehicles in 1982.
The core business rest with the vehicles though it is diversifying itself into different
profitable opportunities. STPL is the market leader in Commercial Vehicle segment
and having strong presence in Passenger car segment. It has Nepal's largest network
of spare parts and service centers where we deliver value services.

3.6.6 Excide Batteries

Exide has been the first choice of global vehicle manufacturers having production
base in India. As India's largest manufacturer of lead acid storage batteries, the
company enjoys ISO 9001 certification from RWTUV. Germany.

3.6.7 Lubricants
Bharat Petroleum (BP) offers a full range of Automotive Engine Oil, Gear Oil
Transmission oil, Specialty Oil and Greases. The correct usage of these Lubricants of
right quality ensures prolonged and trouble free vehicle operation providing
maximum benefits to the users of present day modern vehicles.

In 1998. BP re-launched lubricants in new attractive packs, mainly in the automotive

category with three major brands depicting each segment- Mak for Diesel Engine oils,
Automol for Petrol Engine oils and Glide for Two/Three wheelers. In the year 2003,
BP decided to go for a umbrella brand-Make Lubricants, in subsequent years, branded
all our industrial grades with MAK.

MAK today is known in India as the “Champion of all engines”. STPL has brought
MAK to Nepal and distributed through its various channels for its valued customers.

3.7 Segments of Sipradi Trading Private Limited

There are various segments inside Sipradi Trading Private Limited . Among the
commercial vehicles there are different segments and different vehicles as per their
category. Different segments such as Buses, Heavy and Medium Commercial
Vehicles, Small Commercial Vehicle, Intermediate and Light commercial Vehicles
and pickup vehicles are most common segments in TATA Motors.

3.7.1 Buses
 Ultra Bus
 LP 407
 LP 912
 LP 1618
 LP 1515
 Marcopolo

3.7.2 Heavy and Medium Commercial Vehicle (H&MCV)

 SK 1613
 LPK 1618
 LPK 2518
 LPK 2523
 LPT 1613
 LPT 1615
 LPT 2518
  LPT 3118
 LPT 3718
 Signa 4018
 LPS 4018
 Signa 4923

3.7.3 Intermediate and Light Commercial Vehicle (I&LCV)

 LPT 407
 LPT 709
 LPT 713
 LPT 1010
 LPT 1109
 LPT 1212
 LPT 1412
 LPT 1512
 SFC 407
 LPK 407
 SK 407
 LPK 1212

3.7.4 Small Commercial Vehicle (SCV)

 Ace HT 2
 Intra V10
 Intra V20
 Intra V30
 Ace ex

3.8 Service Center of Sipradi

Service Center for us is all about providing the best standard of service. Sipradi right
from its inception in 1982 AD has been committed to its customer by providing
excellent service centers. The service team is available 24/7. It believes that this give
reassurance and confidence to the customers buying TATA Motors. The company
has immense networks throughout Nepal having 36 sales network offices and 32
service centers dedicated to Commercial vehicles and Passenger Vehicles with 300
spare parts outlets across the country. Some of the servicing center of Sipradi are
given below:

 Kathmandu
 Patan
 Bhaktapur
 Lalitpur
 Nepalgunj
 Butwal
 Birgunj
 Ithari

3.9 Strategies of Sipradi Trading Private Limited

Sipradi is outperforming in the industry with much higher CAGR (Compound Annual
objective to reach Growth Rate) than the industry's CAGR at the moment. Sipradi has
an at the revenue level of 5000 Crore in next five years. Sipradi is escalating in very
fast revenue. Sipradi is pace through the diversified business portfolio to achieve
targeted expecting 60% contribution from existing business portfolio and exploring
other business opportunities with thrust for remaining 40% revenue. Sipradi is
committed to meet customers' needs. It strives to delight its customers by anticipating
and exceeding their expectations through best products and services.

 Product Strategy
A product is seen as an item that satisfies what a consumer demand. It may be a
tangible good or an intangible service. Sipradi has a wide range of products.
The products of Sipradi are:
a) TATA Commercial Vehicles
b) TATA Passenger vehicles
c) SIPRADI Assured
d) Exide’s Batteries
e) MAK lubricants
f) Kuken brand of air tools
g) Heavy equipment Auto parts
 h) TATA Genuine parts
i) Michelin Tires from France
j) TATA Hitachi
k) Luminous Energy products and Back up services
 Pricing Strategy
As all the products are imported from India, the custom charge determines the
pricing are since all the products strategy. Sipradi Trading Private Limited
applies aggressive pricing method. The prices of the product are marked lower
or at par with the competitor's but aggressive customer care , management
commitment for the core satisfaction of the end users are the value added
Distribution channel is essential to effectively and efficiently available the
quality services and product to the target customer. For this, Sipradi Trading
Private Limited has 18 showrooms and 21 service centers as of now. The
showrooms are located in all the development regions of the country. Sipradi
Trading Private Limited creates channel partner through dealership.
 Promotional Strategy
Sipradi Trading Private Limited has backed up the promotional activities with
more than one advertising agency. Setopati, Welcome Advertising, Everest ad,
Brand works etc. are the agencies that are used for the promotion of the
company as and when required. Despite this, Sipradi Trading Private Limited
has dedicated core marketing team for promotional activities in every
department. Sipradi has been providing various schemes to the customer after
analyzing sales trends, seasons, demand and sales of the product and economic
situation.

3.10 Organizational Structure

An organizational structure defines how activities such as task allocation,
coordination and supervision are directed towards the achievement of organizational
aims. It can also be considered as the viewing glass or perspective through which
individuals see their organization and its environment. It defines all the necessary
activities that are to be conducted in an organization as well as defines authority-
responsibility and accountability relationship. Organization structure of Sipradi is

Cheif Executive Officer

 Finance
Equipments Energy Lubricants Automobile
n
Marketing Sales HR Finance

based on the products it offers. Each product has its functional department. The
structure is presented below:
At Sipradi, CEO is at the very top of the organizational structure. The CEO is
reported by the managers of each product category. There are functional departments
in each product category and the functional managers are accountable to their
respective Product Manager. The subordinates are liable to report only to their line
managers. The major departments of STPL are listed below:

 Accounts and Finance Department

 Admin and Legal
 Human Resource
 Training Department
 IT Department
 Supply Chain Management
 System and Compliance
 Corporate Brand and Communication
 Business Development and Strategy
 Sales and Marketing
 Exide Operation Lube
 Customer Care
 Passenger Vehicle Business Unit
 Commercial Vehicle Business Unit

3.11 Customer Care

Customer care for us is all about providing the best standard of service, state-of-the-
art class pneumatically automated workshops, qualified and trained technicians,
service advisors and customer relationships officers. We are also committed to using
the latest tools and technique for repairs, best labor, 24 hours helpline and 100%
assurance of the usage of genuine TATA Motors spare parts, lubricants and paints.

3.12 Sipradi Trading At Present

Sipradi Trading Pvt. Ltd. (STPL) is one of the largest players in the automobile and
allied business in Nepal. A dominant player in the automobile industry, with over 75
per cent market share in the commercial vehicles category and 12 per cent in Passenger
vehicles category, STPL has been the exclusive distributor of the full range of Tata
Motors commercial vehicles in Nepal since 1982, and passenger vehicles from 2003.
With sales and services distribution network the largest in the country, STPL also
services full range of Tata Motors' vehicles. The company has enlarged in its structure
from vehicles to other sector which majorly includes exclusive dealership of MAK
Lubricants (Bharat Petroleum), Exide Battery, Luminous Inverters and UPS.

 Business Volume
 Thirty four years down the line, Sipradi has exceeded USD 350 million annual
revenue and is growing rapidly in automotive, energy, lubricant, financial
services, and equipment businesses. Sipradi has been honored as the highest
taxpayer in the trading business in the country.
 Nature and No. of Employee
Sipradi has 1045 employees and 765 support staff working to a common goal
to deliver quality products and services while adding synergy to the growth of
overall brand value.
 Major Performance and Achievements
Sipradi Trading Pvt. Ltd. was honored to receive most prestigious Distributor
of the Year 2018, surpassing 45 distributors of Tata Motors representing
Europe, Africa and Asia "Annual Distributors Awards 2018" - 'Tata Motors
One World 2019' held in Dubai. The awarded categories are the following:
Distributor of the Year-New Product Introduction, Best Customer Care Value
Added Services, Best Spare Parts Retail Network Development, Best Key
Account Process Implementation, and Best Network Development. Best Brand
Building Activities, Highest Sales: Ultra Buses, Best Global Service Camp-
Category A, Best Initiatives in Customer Engagement-Category-A and Highest
Sales Pickups-Category-A. Apart from these prestigious awards Sipradi has
once again benchmarked against the highest standards in the industry globally,
contested by all the more than 47 different countries.
Every employee there are task- goal oriented. Each sales person is given the
monthly target which they have to meet. The employee who gets the target is
also awarded by the organization. The family environment has enhanced the
working environment. Various trainings and counseling programs are
conducted to enhance the employee’s efficiency.
3.13 Corporate Social Responsibility
Corporate Social Responsibility is a management concept whereby companies
integrate social and environmental concerns in their business operations and
interactions with their stakeholders. Sipradi has well fulfilled its CSR through various
programs. Some of them are as follows:

3.13.1 Sipradian Sahayata

Sipradian Sahayata Sanstha (SSS) is a non-profit and non-governmental social
organization serving those in need. Since its establishment, in the year 2012,
numerous social activities have been conducted under Sipradian Sahayata Sanstha
ranging from earthquake rehabilitation, running community kitchen, providing
scholarships, entrepreneurship development programs for environment protection.
With the vision of spreading awareness, SSS is conducting safety trainings on
epidemics, disasters and other natural calamities. In this spirit, SSS is also determined
to support those affected to recover their health, education and socio-economic
conditions. Along with providing humanitarian support to victims of natural disaster,
Sipradian Sahayata Sanstha (SSS) strongly believes in the right to education. SSS is
promoting access to quality education by providing scholarships to the less privileged
children as well as adult education in remote villages of Nepal. The organization is
also dedicated to help and support senior citizens, orphans differently-able people by
every possible means.

The organization is registered in the District Administration Office (DAO) and the
Inland Revenue Office of Birgunj, Parsa, Nepal. It is affiliated with Social Welfare
Council (SWC) of Kathmandu. Sipradian Sahayata strongly attempts to spread its
help and support the needy, underprivileged and marginalized communities. In these
endeavors Sipradian Sahayata cooperates with all stakeholders including government,
non-government and community-based partner organizations.

3.13.2 Relief Package to Transport Associations

Sipradi Trading Private Limited is also offering Relief Packages to transport
associtions. It has made efforts to Gramin Yatayat Sahakari Sanstha, Dhading Besar,
Minibus Sewa Samiti, Panauti and Helambu Yatayat Sewa Samiti, Banepa.
3.13.3 After Earthquake Rehabilitation Program
The Sanstha has started the reconstruction of six school buildings and two primary
health posts in Sindhupalchowk district, the district worst hit by the earthquake, in
collaboration with TATA Trusts. The reconstruction is being under taken with support
from the local community, further increasing the ownership among the locals. At least
2,629 students will have access to better education facilities with the reconstruction of
the school buildings, while over 5000 people will have access to better health care
facilities after the construction of the health centers.
 Chapter Four

ANALYSIS OF THE ACTIVITIES DONE AND

PROBLEMS SOLVED
This chapter mainly focuses on the activities done at Sipradi Trading Private Limited
during the internship period. The intern was placed in sales and marketing department
to learn the various activities conducted by the organization. The intern was given
autonomy of work: i.e given freedom to deal with customers and make a sales call.
Analysis of activities refers to identification and description of activities in an
organization, and evaluation of their impact on its operations.

4.1 Activities Performed in the Organization

At Sipradi, intern was placed in Sales Department. Being specific, the intern was
placed in Bus segment of Sales Department. The intern got an opportunity to perform
a lot of activities in the workplace. These activities helped intern to gain practical
knowledge on working on working in an organization and utilize conceptual
knowledge in specific area of the study. Some activities performed during internship
are as follows:

4.1.1 Sales and Tele-Calling Department

During the three months of internship in Sipradi Trading Private Limited, the intern
was assigned in sales and telecalling department which help internee to gain
knowledge of that department, customer behavior and customer buying process.

The department is solely dedicated in providing services to its customer and to

increase the sales of vehicles. This department handles the queries of the customers
and clients and performs various activities like receiving the problems issues on the
vehicle and other logistic department and does an entry in software with customer
details information, giving information to the customer regarding the services and
product provided by the enterprises, counseling them for their convenience,
motivating them to use the product and services offered by the enterprises, printing
the ingoing and outgoing reports etc. Activities done in sales and telecalling
department are entry of an issues related to the vehicles, responding to phone calls,
preparing the customer and vehicle database, handling logistic and distributive issue
and so on.
4.1.2 Major Functions and Responsibilities Carried under Sales and Tele-calling
 Solve Simple Customer Concerns
A core responsibility of sales and telecalling is answering any simple issues
that a customer may have. Sales and telecalling provides reactive support and
is one to respond when an issue suddenly pops up. The intern acts as the
frontline of defense and takes care of as many issues as possible. The majority
of questions a company receives are quickly and easy to answer. It fits well
with the Pareto principle, or 20/80 rule which states 20% of the work produces
80% of the results. Conversely, 80% of the work produces 20% of the results.
Sales and telecalling acts to weed out the 80% of simple concerns before
forwarding it to the specialists.
 Develop the FAQ
Here, FAQ means frequently asked questions. Because sales and telecalling
deals with the common questions daily, they are in the perfect position to
create a resource page with frequently asked questions.
A FAQ is essential for answering the simple questions related with the vehicle
and its parts and allows customers to get the answers without contacting
support. Especially for customers that prefer to do things on their own, a FAQ
sheet will give them the independence they want. Sales and telecalling can
track the simple questions and concerns that they run into on a daily basis,
especially those with quick answers, to write into a FAQ.
 Track Customer Behavior
Customer satisfaction is at the heart of any successful business. Signing on
new customer is part of what makes new businesses struggle to make a profit.
In fact, Harvard Business Review found that increasing retention rates by 5%
increase profits by 25% to 95%. Customer loyalty, then, is essential to your
business.
So, under this, we can get a real look into what our customers think and how
they feel about our company by tracking the key performance Indicators
(KPIs). These indicators will give the tools that we need to increase customer
loyalty.
The daily interaction with customers allow them to interact with customers
allow us to identify which customers are at risk to reach out to proactively that
 helps to maintain customers that might otherwise fade way without
explanation. Customer service can keep KPIs on what type of questions and
complaints that they run into. These reports let you see common themes and
trends in customer’s behavior towards your company. We can set up the
reports to allow your business to make intelligent decisions. Instead of getting
lost in individual comments, questions or complaints, you will get an overall
view on the general opinion of your company.
 Extinguish fires
It is inevitable that our company will have to deal with angry customers.
Enough pressure will make any system fail. Your customers don’t care
whether you are busy or whether the cause of the issue wasn’t within your
control. Although it may not be possible to make the customer happy, sales
and telecalling can help to neutralize the situation. Sales and telecalling can
help the customer calm down and tackle the issue at hand.
Because these situations are delicate and often unpredictable, training your
sales and telecalling how to handle irate customer is essential. Your support
can react positively in an emotionally charged situation when they have the
right mindset and training.
 Collection of data and presentation of database
Similarly, an intern is also told to collect data and prepare a database. Hereby,
the details of institution are recorded like contact number, email address,
principal’s name and so on.
 Collect Customer Feedback
Sales and telecalling can be empowered continuously to collect feedback and
you won’t need to set up dedicated marketing research team to do it. Creating
whole new team is a clumsy and more expensive method. It is far more
efficient to utilize your sales and telecalling.
Your customer wants a place where they feel heard. Your service reps will be
able to deliver a more satisfying customer experience by collecting feedback
while managing customer complaints. Just indicating to an angry customer
that you are taking their feedback seriously often works immediately start to
calm them down.
 In order to make sure your company is growing and moving in the right
direction, feedback from customer is necessary. If there is a process that needs
to be faster, if there are too many steps or confusing directions, the customer
has a place to communicate that. The customer can provide the needed
distance from your product or service to give valuable feedback.
 Represent the customer
Sales and telecalling communicates everyday with your key demographic:
your customers. As a result, they have a valuable perspective and information.
They can provide important input in meetings and brainstorming sessions.
Keep sales and telecalling in touch with all the other departments in your
company. They can inform your IT, for example, what people think of the
technology you offer or any website bugs. They provide a powerful, detached
perspective that someone within the company may not necessarily have.
 Break up with wrong customers
It is not necessary that all customers are right. This comes back to the Pareto
principle i.e. some customers take more time and energy from your company
than they are worth.
It can be a strategic choice to stop service unprofitable customers. Keep in
mind and take into account the indirect costs of these customers. The more
time spent with an overly needy customer, the more profit goes down. Also, a
particularly negative customer can lower the morale of your workers and can
contribute to negative work environment.
But in some cases, many customers will need help at some point and any
customer can have a bad day. If it becomes a pattern with a particular
customer, though, then it may be time to let them go for the good of your
company.
 Respond on customer reviews
An increasingly important responsibility of sales and telecalling is to respond
on product and company reviews written by customers. Whether a customer
review is negative or positive, it’s worthwhile to engage with it. It shows
appreciation for those who have taken their time to write one, and it offers you
feedback you can use to improve your product and processes.
 In case of negative review, responding is absolutely crucial. Without a
response, readers will assume it’s the truth. By responding on it skillfully,
service teams can offer their side of the story, placate the negative customer,
and show the rest of the world that-although you might not be perfect- you are
a good and reliable company.
 Reporting to Supervisor and Assistant Manager
Supervisor is the one who supervises the activities of intern and her
performance. An intern is also responsible to report all the activities conducted
on a day to the supervisor. The intern needs to tell the number of contacted
customer, feedback from the customers and so on.
 Handle customer complaints
Similarly, an intern also handles the objections while making a sale talk. The
objection can be related to price, product features, discount, guarantee,
warrantee and so on. An intern can use various methods like boomerang
method, yes-But method, denial or objection method and so on for handling
the objection of client.

4.1.3 Problem Identified at Sipradi Trading Private Limited

The internship duration at Sipradi Trading Private Limited was three months. During
the internship in Sipradi Trading, Intern identified a number of problems since it was
the first experience in a formal organization. The problems were related mostly in the
dealing with customers and lack of proper knowledge on skills, methods and
procedures.

Some major problems identified as follows:

 Difficulty in dealings with customers as their need varies and possess different
attitude. As the demand of the electric vehicle is increasing day by day due to
increment of oil and change in the technology. Due to this company was not
able to handle the demand of the customers because of the lack of such
vehicles.
 Poor condition of photocopy machine.
 Complaining and demand customers create problems. Some customers used to
claim unnecessary complaints about the vehicles. Even though the warranty
 period gets over they want the company to repair each and every part after the
warranty period.
 Insufficient time for coordination with other departments staffs. The staffs are
overloaded with numerous work and dealing with clients so they don’t have
sufficient time for the interns.
 Tracking competitor’s product is very difficult task.
 Formulation of counter strategy is also difficult task in an organization.
 Customers bargain for heavy discount that is beyond the policy of the
organization. Mostly customer demand for more discounts which has not been
allowed by TATA Motors. These creates major problems while dealing with
the customer.
 Customers ask for more financing duration that is beyond the Bank’s policy.
 Delay in decision making by prospect to purchase product.
 Bank may delay the “DO” that may create a problem in delivery of bus.

4.1.3 Problem Solved at Sipradi Trading Private Limited

Problems have solutions too. Various problems arose during my internship in the
organization, as mentioned above, but thanks to our supervisor who was always ready
to help us out to resolve the problem. He was always there to guide us and provide
advices and suggestions. Problems were solved by following ways:

 Counselling from manager and supervisors.

 Learned methods to deal with demanding customers.
 Diplomatic answers when there is unnecessary objections.
 Providing schemes to kindle desire of customers.
 Assisting customers by providing the list of bank that provide financing
facility at lower interest rate.

4.2 SWOT Analysis of Sipradi Trading Private Limited

SWOT Analysis is a useful technique for understanding Strengths and Weakness and
for identifying the opportunities open and the Threats, we face. SWOT refers to
Strengths, Weakness, Opportunities and Threats. The SWOT analysis heading provide
a good framework for reviewing strategy, position and direction of a company or
business proposition or any other idea.
When examining the potential for a new business or product, a SWOT analysis can
help determine the likely risks and rewards. SWOT which stands for Strengths,
Weakness, Opportunities and Threats, is analytical frameworks that can help your
company face its greatest challenges and find its most promising new markets.

Setting the objective should be done after the SWOT analysis has been performed.
This would allow achievable goals or objectives to be set for the organization.

Strengths: They are the characteristics of the business or project that give it an
advantage over others.

Weakness: They are the characteristics that place the business or project at a
disadvantage relative to others.

Opportunities: They include those elements that the project could exploit to its
advantage.

Threats: They include those elements in the environment that could cause trouble for
the business or project.

4.2.1 Strengths
Strengths are the characteristics of the business or project that give it an advantage
over others. Sipradi has many positive aspects that make it one of the most successful
companies of Nepal. The strengths of Sipradi Trading are as follows:

 Sipradi Trading Private Limited has highest market share, so it’s that strength
for the business firm. The annual sales of the Commercial Vehicle is rising
rapidly and it has been able to outwit its competitors in terms of market share
as well as sales.
 Similarly, expenditures on promotional activities is also the strength for the
business firm. It has made large sum of expenditure on promotional campaign
earlier. Other companies do not make expenses on promotional campaign like
Sipradi Trading does. Hence, it’s the strength for the business firm.
 Employees of Sipradi Trading Private Limited are well trained and dedicated
towards their work as well as organization. It is providing high remuneration
and other benefits like bonus, commission etc, to its staff.
  Similarly, it also uses latest technology i.e. ERP, where by all records from
different departments are recorded such the smooth co-ordination between
departments would be possible.
 High economic status is also one of the strength of Sirpadi Trading Private
Limited. High economic condition of the company has already led to the hard
hitting goodwill which ultimately increased the sales and profit of firm.
 Satisfied employees are the asset of Sipradi Trading Private Limited. The
employees are motivated and they have devotion to work. They even work
form 9 AM till 8 PM to accomplish their task. Conductive environment leads
to the satisfaction of the employees.
 High commitment of employees is also one of the strength for the business
firm. Sipradi Trading Private Limited has been awarded with nine different
awards by TATA Motors. India for its performance and the MNC’s
benchmark the performance of employees of Sipradi Trading Private Limited
and ask their employees to work accordingly.
 Strong brand name is also one of the strength for the business firm. Being
associated with TATA Motors, Michilen Tyres, Excide Battery etc,. Sipradi
Trading Private Limited has been able to earn a strong brand name in the
market.
 Goodwill and prestigious image is also one of the strength of Sipradi Trading
Private Limited. As, Sipradi has been ranked as the highest tax paying
company in Nepal: it ultimately has positive influence in the society.
 Effective reward system is also one of the strength of the company. The
company rewards employees who perform their duties and responsibilities
properly and after successful task accomplishment they’re rewarded.

4.2.2 Weaknesses
Weaknesses are the characteristics that place the business or project at a disadvantage
relative to others. Despite its strong positive aspects, Sipradi is not without
weaknesses. Some major weaknesses are:

 Employee turnover is seen because some junior level employees are

dissatisfied with the salary and incentives so they quit the job and try to go
abroad in seek of new job.
  Some tools and equipment used in organization are outdated so they must be
replaced with the new ones.
 Flexible work schedule is not there for Sales Officers, so there must be
introduction of flexible work schedules for sales supervisors.
 Hectic schedule of Work is also seen as the employees must accomplish their
work as soon as possible.
 The sales target given to employees is large. The sales officers are disturbed
sometimes by the sales target set by the organization. Tat in English means
rubbish and this does not help the brand image of Tata. Public relations are
important to change that negative impression of such a global player Tata.
Hence, Brand name carries negative meaning that is weakness of Tata motors.
 Ignorance of Tata's involvement in the luxury car market has been the major
weakness of Tata. Tata Motors faces are its inability to meet safety standards.
Although they have made the most inexpensive car out on the market, it has
yet to pass all the safety standards which is a legal requirement. Some
consumers questions Tata's capabilities and sincerity to produce such an
inexpensive car without cutting corner in terms of safety. Tata Motors faces
are its inability to meet safety standards. Although they have made the most
inexpensive car out on the market, it has yet to pass all the safety standards
which is a legal requirement. Some consumers questions Tata's capabilities
and sincerity to produce such an inexpensive car without cutting corner in
terms of safety.
 Tata large range is based on vey old models expect for the Nano. The
automobile industry is a dynamic one where the major car manufactures are
bringing in new models every year. If you are not competitive then your
market is bound to be eroded because the market wants new designs, shapes
and style in its every model on a yearly basis.

4.2.3 Opportunities
Opportunities are the elements that the project could exploit to its advantage. Nepal
being a developing country, with transportation marching forward, the demand for
Commercial and Passenger vehicles is high. It has got a lot of opportunities to foster
its business. The main opportunities of Sipradi Trading are as follows:
 Few and weak competitors is one of the opportunity for Sipradi Trading
Private Limited. We know Sipradi Trading officially sales product associated
with Tata and there are few competitors of Tata and they are relatively weaker
than that of Tata.
 Favorable government policy is also the strength of Sipradi Trading Private
Limited. Being official distributor of Tata motors, it has been supported by
favorable government policy i.e. there is no protectionism as there prevails
free trade in the economy of Nepal.
 Business expansion is also one of the opportunities for Sipradi Trading Private
Limited. There are 11 authorized service centers of Tata motors for School bus
all over Nepal. Similarly, there are nine sales and service outlets and four
different regional dealers all over Nepal. So, its' much easier to expand in
other areas too.
 Expanding product line is also one of the opportunities for Sipradi Trading
Private Limited. There are other vehicles like car, Tata ace, truck, sumo etc. so
it's easier to expand more product line. Very soon it is going to launch a new
product line called Tata Prime truck.
 Increasing market share is also one of the opportunities for Sipradi Trading
Private Limited. It already has more than 60% market share and in upcoming
days there is high possibility in increase of market share.
 Similarly, ERP is the technology is used by Sipradi Trading Private Limited. It
is that system that integrates the information from all departments and makes
it possible for smooth co-ordination and flow of information in shortest span
of time and also in the elimination of redundancy of work.
 Change in the attitude of customers is also one of the opportunities for
business. These days transportation facility i.e. need of bus for school or
college has been termed as basic need for the institution so it's an opportunity
for Sipradi Trading Private Limited.
 High income level of people is also one of the opportunities. As we know the
income level of the people is rising, the demand for luxurious product also
increases. Ultimately, the sale of commercial vehicles would also increase.
  Acquisition of popular British brands like Land Rover and Jaguar in 2008 has
created good impact so the acquisition by Tata motors has created immense
opportunity for the sale of Tata products.

4.2.4 Threats
Threats are the elements in the environment that could cause trouble for the business
or project. Despite its positive aspects, Sipradi is not in the safe side unless it is
competitive in the market. The main threat is rivalry in the automobile business.
Competition is cut-throat. To be specific, the major threats faced by Sipradi are as
follows:

 The competitors are increasing rapidly. The introduction of Eicher, Mahindra

and national motors has possessed threat to the business of Sipradi Trading
Private Limited to some extent.
 The poor economic condition of the country has also created threat for Sipradi
Trading Private Limited. Most of the people tends to save rather than spending
because of the pathetic condition of the economy of nation so it’s a threat for
Sipradi Trading Private Limited.
 Excess government pressure on activities of Sipradi Trading Private Limited
can also create threat for the business of Sipradi Trading Private Limited.
 The demand of trade union has created problems earlier so they may again
resist for any changes and create a problem for Sipradi Trading Private
Limited. This can ultimately lead to threat for the business operation.
 Today the prices of global economy are increasing, which may create threats
to Tata Motors Limited. The price of steel and aluminum is increasing, which
put the pressure on them to think about the costs of production.
 Another obvious threat is that dealing with fuel prices. If the price of fuel goes
on raising that can be a threat to the company. Many of TATA’s products run
on Diesel fuel which is becoming expensive globally and within its traditional
home market.
Chapter