1

CONTENTS

Chapter 1 1-4
Introduction
Objectives
Limitations of the study
Methodology
Chapter II
Role of sales executive 5-17
Chapter III
Profile of Honda 18-33
Chapter IV 34-45
Analysis of Study
Chapter V
Summary & Suggestions 46-48
Questionnaire 49-52
BIBLIOGRAPHY 52-53

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 CHAPTER - I
INTRODUCTION:

The two wheeler industry has been expanding rapidly. Gone are the days when
processing a two wheeler was seen as a luxury. Now a day it is viewed as a mere
necessity. Prior, sale of two wheelers was mainly confined to urban areas but lately
in rural areas the bicycles are being replaced by power driven two wheelers such as
scooters and motorcycles. Not only this, the industry has also customers ranging
from all demographic segments. It has been common that even school going
children are driving two wheelers. The women customers are also increasing due to
increase in women literacy and employment.

If getting a new customer is difficult, then retaining a current customer is more

difficult one and not only that it is estimated that the cost of attracting a new
customer is five times retaining the current customer. It requires a great deal of
effort to induce satisfied customer to switch away from their current preference.
Thus customer attitude is been given top priority in today’s competitive world.

NEED FOR THE STUDY:

After globalizations, number of two wheeler markets have entered Indian Market.
New companies have been set up with foreign, specially Japanese Collaboration by
already established companies. Honda motors Japan has set up subsidiary company
at Gurgaon , India to offer state of the art Honda two wheelers to Indian makes

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Honda motors with its wide product range has achieved a respectful market shone
with strong dealer network and excellent after sales services.

Even though there is waiting period for some products, some are available across
the shelf dealerships are upon not only at metros, but also at urban and semi urban
areas. This is to provide prompt after sales services .it has opened class of art show
rooms and work shops at all the places.

There is a need to study to efforts put in by the Company, Dealers and Service
network to study the extent to which customers are satisfied with the product,
service and allied services etc. Hence it is proposed to study the Customer
Satisfaction levels of Honda Customers with respect to the product performance,
after sales service and other allied services like finance facility, availability of
spares and accessories etc.

OBJECTIVES OF THE STUDY

 To study the profile of Two wheeler Industry in India.

 To study the marketing activities of Honda Motors.

 To study the Dealership profile of Bridleway Automobiles.

 To study the customer handling practices prior to sale, during sale and after

sale and assesses the satisfaction levels of customers.

 To offer suggestion for improving the customer satisfaction.

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LIMITATIONS OF THE STUDY:

- The study is limited to Honda Motors Customers who have purchased or

come for service to firm Bridleway Automobiles Pvt. Ltd.

- Since a convenient sampling method is adopted, the sample may not be

representing all types of customers.

- As the study is conducted for a limited period and hence it may not be

exhaustive.

METHODOLOGY:

The study is conducted basing on Primary and Secondary Data

Primary data is collected by administering a structured questionnaire to customers

who visit the dealer for purchase and service. Data is also collected through

personal discussions with the dealer, sales and service staff and personal

observation made during sale and service.

Secondary data is obtained from company records, web site, published articles etc.

SAMPLING:

Convenient Sampling method is adopted for selecting the respondents. Care is

taken to cover customers of all types of products and age groups etc.

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 CHAPTER II
Profile of Honda
HONDA MOTOR COMPANY LTD.

Honda has been the world's largest motorcycle manufacturer since 1959 as well as
the world's largest manufacturer of internal combustion engines measured by
volume, producing more than 14 million internal combustion engines each year.
Honda surpassed Nissan in 2001 to become the second-largest Japanese
automobile manufacturer As of August 2008, Honda surpassed Chrysler as the
fourth largest automobile manufacturer in the United States Honda is the sixth
largest automobile manufacturer in the world.

Honda was the first Japanese automobile manufacturer to release a dedicated

luxury brand, Acura, in 1986. Aside from their core automobile and motorcycle
businesses, Honda also manufactures garden equipment, marine engines, personal
watercraft and power generators, amongst others. Since 1986, Honda has been
involved with artificial intelligence/robotics research and released their ASIMO
robot in 2000. They have also ventured into Aero space with the establishment of

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GE Honda Aero Engines in 2004 and the Honda HA-420HondaJet, scheduled to be
released in 2011. Honda spends about 5% of its revenues into R&D.

History
From a young age, Honda's founder, Soichiro Honda (November 17, 1906 -August
5, 1991) had a great interest in automobiles. He then established the Honda
Technical Research Institute in Hamamatsu, Japan, to develop and produce small
2-cycle motorbike engines. Calling upon 18,000 bicycle shop owners across Japan
to take part in revitalizing a nation torn apart bywar, Soichiro received enough
capital to engineer his first motorcycle, the Honda Cub. This marked the beginning
of Honda Motor Company, which would grow a short time later to be the world's
largest manufacturer of motorcycles by 1964.

Philosophy
HMSI operates on a principle, which is followed worldwide by all Honda
companies.
Maintaining a global viewpoint, we are dedicated to supplying products of the
highest quality, yet at a reasonable price for worldwide customer satisfaction.
Honda's philosophy is based on the company's guiding principle and advocates 2
fundamental beliefs:

Respect for the Individual

Honda recognizes and respects individual differences. The respect for individual
stems from the following three points:
 Initiative
 Equality

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  Trusts

It is the contribution from each individual in the company that has made our
company what it is
today and that, which will take us into the future.

The Three Joys

 The joy of manufacturing high quality products.
 The joy of selling high quality products.
 The joy of buying high quality products.

Motorcycles
Honda is the largest motorcycle manufacturer in Japan and has been since it started
production in 1955 At its peak in 1982, Honda manufactured almost 3 million
motorcycles annually. By 2006 this figure had reduced to around 550,000 but was
still higher than its three domestic competitors

During the 1960s, when it was a small manufacturer, Honda broke out of the
Japanese motorcycle market and began exporting to the U.S. Taking Honda’s story
as an archetype of the smaller manufacturer entering a new market already
occupied by highly dominant competitors, the story of their market entry, and their
subsequent huge success in the U.S. and around the world, has been the subject of
some academic controversy. Competing explanations have been advanced to
explain Honda’s strategy and the reasons for their success.

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The first of these explanations was put forward when, in 1975, Boston Consulting
Group (BCG) was commissioned by the UK government to write a report
explaining why and how the British motorcycle industry had been out-competed by
its Japanese competitors. The report concluded that the Japanese firms, including
Honda, had sought a very high scale of production (they had made a large number
of motorbikes) in order to benefit from economies of scale and learning curve
effects. It blamed the decline of the British motorcycle industry on the failure of
British managers to invest enough in their businesses to profit from economies of
scale and scope.

The second explanation was offered in 1984 by Richard Pascale, who had
interviewed the Honda executives responsible for the firm’s entry into the U.S.
market. As opposed to the tightly focused strategy of low cost and high scale that
BCG accredited to Honda, Pascale found that their entry into the U.S. market was a
story of “miscalculation, serendipity, and organizational learning” – in other
words, Hondas success was due to the adaptability and hard work of its staff, rather
than any long term strategy. For example, Honda􀂶s initial plan on entering the
U.S. was to compete in large motorcycles, around 300 cc. It was only when the
team found that the scooters they were using to get themselves around their U.S.
base of San Francisco attracted positive interest from consumers that they came up
with the idea of selling the Super cub.

Awards

2011
"Indian Motorcycle of the Year 2011 (IMOTY)
Jury:BS Motoring , Bike India , BBC Top Gear , Overdrive , AutoBild India ."
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Bike of the Year – CNBC TV18 Overdrive Awards 2011
Bike of the Year - Bloomberg/UTV Autocar Award 2011
Viewer’s Choice Award: Bike of the Year - Bloomberg / UTV Autocar Awards
2011.

CB Twister
"The Most Awarded Motorcycle of the Year - 2011"
Bike of the Year - BS Motoring Award 2011 .
Bike of the Year upto 110CC – Bike India .
Motorcycle upto 110CC - NDTV Car & Bike Awards 2011.
Premium 100CC Motorcycle - Zigwheels Awards.
Entry Level Motorcycle of the Year - Auto Bild Golden Steering Awards.

CB Unicorn Dazzler
Motorcycle upto 160CC – NDTV Car & Bike Awards 2011.

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Sporty Motorcycle upto 180CC – Zigwheels Awards .
Premium Motorcycle of the Year - Auto Bild Golden Steering Awards.

VFR 1200F
Superbike of the Year – TopGear
Automotive Technology of the Year - Zigwheels Awards

Brand Honda
" Most Reliable Brand - Advanced Technology Brand
by Auto India Best Brand Survey Awards 2011"

Motorsport
Honoured for 'Promoting 2Wheeler racing in India'

2010
Brand

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" Most Reliable Brand
- Advance Technology
- Quality
By Apollo Auto India Best Brand Awards 2010"
Trusted Brand Award (Gold) for Two-wheeler: Readers' Digest.

CB1000R
Import Two - Wheeler of the Year NDTV Profit Car & Bike Awards 2010.

CB1000R
Import Bike of the Year - AutoCar Awards 2010.

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Fireblade
Performance Bike of the Year - CNBC TV 18 Overdrive Award.

2009
CBF Stunner Bike of the Year - NDTV Profit Award 2009

Aviator Scooter of the Year - NDTV Profit Award 2009

Activa Scooter of the Year - ET ZigWheels Awards 2009

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2008
Aviator Scooter of the Year - Zigwheels.com
CBF Stunner Motorcycle of the Year (125 C C ) - Zigwheels.com
Activa Scooter Customers Satisfaction No.1 - CNBC TV18 - Auto Car "Auto
Awards 2008.

Brand
-Well Made Bike 2008
-Advanced Technology 2008
-Overall 2008
Honda
-Eco-Friendliness 2008
-Resale Value 2008
By Apollo Tyres - Auto India "Best Brand Survey Awards 2008.

2007
Enter no Best automobile brand of India 2007 (Planman Media)
Activa Best automobile brand of India 2007 (Planman Media)

2006
Shine TNS Voice of The customer Award 2006 (TNS)

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2005
Unicorn Motorcycle of the Year 2005 (B.S. Motoring & auto car)
Unicorn TNS Voice of the Customer Award (TNS)
Enter no Scooters of the Year 2005 (B.S. Motoring & Overdrive)

2004
Enter no Best Scootes of the Year (B S. Motoring & ICICI Bank, Overdrive
Magazine)

2003
Dio Scooter
of the Year 2003 (BBC)

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2021
Activa Scooter of the Year by Overdrive Magazine

2019
Activa125 Scooter of the Year 2019 (Exhibit Auto Tech Awards).

Tokyo, April 28, 2010--- Honda Motor Co., Ltd. today announced its consolidated
financial results for the fiscal fourth quarter and the fiscal year ended March 31,
2010.

Fourth Quarter Results

Honda’s consolidated net income attributable to Honda Motor Co., Ltd. for the
fiscal fourth quarter ended March 31, 2010 amounted to JPY 72.1 billion (USD

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776 million), an increase of JPY 252.1 billion from the same period in 2009. Basic
net income attributable to Honda
Motor Co., Ltd. per common share for the quarter amounted to JPY 39.78 (USD
0.43), an increase of JPY 138.95 from the corresponding period last year. One
Honda American Depository Share represents one common share.

Consolidated net sales and other operating revenue (herein referred to as

“revenue”) for the quarter amounted to JPY 2,279.5 billion (USD 24,501 million),
an increase of 27.8% from the same period in 2009, due primarily to increased
revenue in all of the business segments and currency translation effects. Honda
estimates that had the exchange rates remained the same from the corresponding
period in 2009, revenue for the quarter would have increased by approximately
25.4%.

Consolidated operating income for the quarter amounted to JPY 96.0 billion (USD
1,033million), an increase of JPY368.2 billion from the same period in 2009, due
primarily to increased profit attributable to increased revenue, reduction in vehicle
costs as a result of increased production and decreased SG&A expenses.

Consolidated income before income taxes and equity in income of affiliates for the
quarter amounted to JPY 93.5 billion (USD 1,006 million), an increase of JPY
392.2 billion from the same period in 2009.
Equity in income of affiliates amounted to JPY 23.8 billion (USD 257 million) for
the quarter, an increase of JPY 21.1 billion from the corresponding period last
year.

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Fiscal Year Results
Honda’s consolidated net income attributable to Honda Motor Co., Ltd. for the
fiscal year ended March 31, 2010 totaled JPY 268.4 billion (USD 2,885 million),
an increase of 95.9%from the previous fiscal year. Basic net income attributable to
Honda Motor Co., Ltd. Per common share for the period amounted to JPY 147.91
(USD 1.59), an increase of JPY 72.41from the previous fiscal year.

Consolidated revenue for the period amounted to JPY 8,579.1 billion (USD 92,210
million), a decrease of 14.3% from the previous fiscal year, primarily due to
unfavorable currency translation effects and decreased revenue in the automobile
business. Honda estimates that had the exchange rate remained the same as the
previous fiscal year, revenue for the period would have decreased by
approximately 7.5%.

Consolidated operating income for the period totaled JPY 363.7 billion (USD
3,910 million),an increase of 91.8%, due primarily to decreased SG&A expenses
and R&D expenses and continuing cost reduction efforts, despite decreased profit
attributable to decreased revenue ,the unfavorable impact of currency effects and
the increase in fixed costs per vehicle as a result of reduced production.

Consolidated income before income taxes and equity in income of affiliates for the
period totaled JPY 336.1 billion (USD 3,613 million), an increase of 107.9% from
the previous fiscal year.
Equity in income of affiliates amounted to JPY 93.2 billion (USD 1,003 million)
for the period, a decrease of 5.8% from the previous fiscal year.

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Racing
Honda has always played an important role in motor sports, believing it to be the
springboard for technological advancement.
It has also been an aggressive force in the endurance, motocross and trial races
held around the world. We, at Honda, are not allowing this momentum to let up, as
we pursue even greater achievements.
Honda has always loved racing, ever since Sochiro Honda took his company into
motorcycle competition, sometime in the 1950s. Hondas engineers have tested
themselves on the international stage, proving their technology to be the best in the
world. These technologies are tested in the extreme conditions of motorcycle
racing, to adapt them for use in vehicles that ply on roads today.

In the past, Honda has powered some of the all time great racers, including
Redman, Hail wood, Spencer, Gardner, Capirossi and Doohan, to 39 riders titles.
Even today, some of the greatest motorcycle racers, like Alex Baros, Max Biaggi,
Nicky Hayden ride on Honda bikes, at the races.
Honda enters the Isle of Man TT Races in 1959 Honda is an active participant in
many off-road races Michael Doohan riding Repsol Honda's NSR 500.
Technologies like these are not just for the race tracks, but are also incorporated in
our everyday vehicles. They are first tested, refined and proven under the trying
conditions in the races, and then finally adapted in the vehicles, so that two
wheelers like Activa and Dio can utilise and benefit from such technologies.
PROMOTIONAL ACTIVITIES OF BRIDLEWAY AUTOMOBILES.

The promotional activities adopted by Bridleway Automobiles motors are:

1. Test Rides
2. Exchange Melas

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 3. Mileage Contest
4. Loan Melas
5. Harding & Wall Paintings
6. Sponsoring youth Events.
7. Financing in the spot
8. Distributing pamphlets
9. Advertising in news paper

SERVICE DEPARTMENT
Head : Rohan
1.. 6 Free Services and nine Paid Services for active aviator dio shine
cbr250etc.
2. 6 Free Services and 14 Paid Services for 125CC and 150CC Vehicles.
3. Extended warranty also giving to all models. except twister
4. Free Checkup Camp. For every.sunday
5. Engine over hauling for all Post Warranty Vehicle.
6. We are giving warranty for fuel adultration for single time.
7. Total Workers are 42 members.
8 After Free Services 200 rupees Charged.

WORKING TIME
MORNING 8AM TO 1P.M EVENING 2PM TO7:30 P.M.
PRODUCTS AVAILABLE IN Vishnu Honda motors

S.No. Scooter Motor Cycle Mopeds 3 wheelers.

1 Dio SP125 nil
2 Activa SP160

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3 Aviator Hness CB350
4 Activa125 Shine
5 Activa 6G Unicorn
6 Stunner
7 Dazzler
8 Twister
9 CBR 250

Spare Parts
Spare Parts Incharge – Ashwin

Input : Every Month Purchase of Spare Parts Company of Honda Motor

(Delhi)

Output: Sols of Spare parts – work shop of Honda Show Room out side

Mechanics and Customers .

Total Spare Parts above 11,000 Parts.

Sales Manager :Shubash Chander There are four executives monthly they sold
400 vehicle. They provide 12% Interest rate. Incentive given by company per
vehicle 1000 to 1500 Rupees.
The demand is very more for Honda Bikes there are 50% of Bikes Purchase by
spot cash 50% Vehicle side Finance Purchase.
They are not giving any offer to vehicle some times company giving insurance
offer. More sales for shine.unicorn
ACHIEVEMENTS
They are good in Customer Dealership Enquiries and giving good facilities to
Customer.
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 ORGANISATION STRUCTURE

PROPRIETOR

CHIEF EXECUTIVE

GENERAL MANAGER

SALES Dept. Accts.Dept Work Dept. Spares Dept.

Group Leader Accts Works Manager spare in Charge

Sales Executive serviceManager Asst. Spares

Supervisors

Mechanics

22
ROLE OF SALES

EXECUTIVE

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I. Executive Summary:

The role of a Sales Executive at Honda Two Wheelers is crucial in driving the

company's sales and market presence. This report provides an in-depth analysis of

the responsibilities, skills, and challenges faced by Sales Executives within the

context of Honda Two Wheelers.

II. Introduction:

Honda Two Wheelers, a prominent player in the automotive industry, relies

heavily on its Sales Executives to promote and sell their products. The role

encompasses various aspects, from customer engagement to achieving sales

targets.

III. Responsibilities of a Sales Executive:

1. Product Knowledge:

 In-depth understanding of Honda Two Wheelers' product range.

 Ability to communicate technical details in a customer-friendly

manner.

2. Customer Engagement:

 Establishing and maintaining positive relationships with customers.

 Understanding customer needs and recommending suitable products.

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 3. Sales Target Achievement:

 Setting and achieving monthly and annual sales targets.

 Developing and implementing effective sales strategies.

4. Market Analysis:

 Monitoring market trends and competitor activities.

 Providing feedback to management for product improvement.

5. Documentation and Reporting:

 Maintaining accurate records of sales transactions.

 Generating regular reports on sales performance.

IV. Skills Required:

1. Communication Skills:

 Excellent verbal and written communication to convey product

information persuasively.

2. Negotiation Skills:

 Ability to negotiate terms and close deals effectively.

3. Customer Service:

 Providing exceptional customer service to enhance customer

satisfaction and loyalty.

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 4. Product Knowledge:

 Continuous learning and staying updated on the features and

specifications of Honda Two Wheelers' products.

5. Adaptability:

 Flexibility to adapt to changing market conditions and customer

preferences.

V. Challenges Faced by Sales Executives:

1. Market Competition:

 Intense competition in the two-wheeler market poses challenges in

achieving and maintaining market share.

2. Economic Factors:

 Economic fluctuations and external factors impacting consumer

purchasing power.

3. Customer Education:

 Educating customers about the benefits and features of Honda Two

Wheelers in a crowded market.

VI. Training and Development:

Honda Two Wheelers invests in continuous training programs for Sales Executives

to enhance their skills and keep them abreast of industry developments. This

includes product training, sales techniques, and customer service workshops.

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VII. Conclusion:

Sales Executives play a pivotal role in the success of Honda Two Wheelers. Their

ability to understand customer needs, effectively communicate product value, and

meet sales targets directly impacts the company's growth and market standing.

Continuous training and adaptation to market dynamics are essential for Sales

Executives to thrive in the challenging automotive industry.

VIII. Recommendations:

To further strengthen the role of Sales Executives, Honda Two Wheelers should

consider:

1. Regularly updating training programs to align with market trends.

2. Implementing incentive programs to motivate Sales Executives and drive

performance.

3. Enhancing digital tools and technologies to streamline sales processes and

improve customer engagement.

IX. Acknowledgments:

We express our gratitude to Honda Two Wheelers for providing insights and

support in the development of this report.

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 CHAPTER - IV

ANALYSIS OF STUDY

AGE
Number of
Age Group Respondents %
18-25 28 43
26-35 10 15
36-45 09 14
46 above 17 26
TOTAL 64 100

From this table, we can infer that 43% of the two wheeler users are
between 18 to 25 years of age and another 14% are between 36 to 45
years of age. 15% of the bike users are between 26 to 45 years of age.
26%users are above 46 years of age.

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 EDUCATION
Number of
Qualification Respondents %
School Education. 07 11
Under Graduate 32 50
Graduates 11 17
Post Graduates 14 22
TOTAL 64 100

17% of the respondents are Graduates and 50% are Under Graduates.
From this we can infer that 67% of the bike users are under graduates or
Graduates. 11% have only school education. Only 22% are post
graduates.

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 FAMILY ANNUAL INCOME
Number of
Income Respondents %
Below 50 K 0 0
51 K - 1 Lakh 39 61
1 Lake - 2 Lakhs 22 34
2 Lakes - 5 Lakhs 3 5
above 5 Lakhs 0 0
TOTAL 64 100

It is surprising to note that 95% of the bike owners are having annual
income less than 2 lakhs. In this 5% are having income between 2 lakhs
to 5lakhs. Though this looks un reliable, generally respondents do not

30
reveal their real incomes. They have quoted their incomes as per the
Ration Cards they possess.

OCCUPATION
Number of
OCCUPATION Respondents %

Students 51 80

Employee 00 00

Business 11 17

Any other 02 03

TOTAL 64 100

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80% of the bike owners are students and 17% are buiness people. Only 3% are any
other.

Duration of Usage of the Vehicle

Number of
Duration Respondents %
Less than 1 year 24 37
1 year to 2 years 00 00
2 years to 5 years 11 17
5 years to 10 years 29 46
above 10 years 00 00
TOTAL 64 100

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37% of the vehicle owners are using the vehicle from less than a year.
17% are using the vehicle since 5 years. 46% of the users are using a
vehicle for a maximum of 5 years.

BRAND PATRONAGE
Number of
BRAND Respondents %
Activa 15 23
Dio 08 13
Aviator 02 03
Shine 15 23
Unicorn 14 22
Dazzler 01 02
Twister 02 03
Stunner 06 09
CBR 01 02
TOTAL 64 100

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Activa and shine are the most popular models of Honda each
contributing 23%. Next popular is unicorn with 22%.67% of the
two wheelers sold are either Activa Shine or Unicorn.

REASONS FOR CHOSING HONDA

Number of
REASON Respondents %
Price 52 82
Promotion 00 00
Appearance 12 18
Technology 00 00
Any other 00 00
TOTAL 64 100

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While choosing Honda and a particular model, the customers are
influenced by the price of the bike. Limited importance is given to
Appearance of the vehicle.

INFLUENCER
Number of
Person Respondents %
Self 02 04
Family members 02 04
Friends 60 92
Any other 00 00
TOTAL 64 100

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92% of the customers have decided to buy Honda Vehicle influenced by
their friends. 4% are influenced by their family members and Self.

REASON FOR CHOSING THE DEALER

Number of
REASON Respondents %
Local Dealer 37 58
Service Dealer 27 42
Schemes 00 00
Finance Facility 00 00
Any other 00 00

36
 TOTAL 64 100

58% of the customers have brought the vehicle from the particular dealers because
he is alone dealer. 42% have preferred because the dealer is also a service dealer.
Schemes and finance facility have no impact on dealer choice .

SERVICE RATING
Number of
Rating Respondents %
Excellent 00 00
Good 19 30
Average 18 29

Not Satisfied 27 41

37
 TOTAL 64 100

41% of the customers are not satisfied services of the firm Bridleway
Automobiles 30% as Good and 29% are average.

COST OF SPARES & SERVICE

Number of
Rating Respondents %
High 04 06
Slightly high 51 79
Reasonable 09 14
Cheap 00 0

38
 TOTAL 64 100

79% of the customers perceive the cost of service and spares slightly
high. Only 6% and 14% are felt that it is high and reasonable.

LOYALTY TO DEALER

Yes 16 25

No 48 75

TOTAL 64 100

39
75%of the customers not satisfied with service of . They do not want to get service
from this dealers after free services

CHAPTER-V
SUMMARY AND SUGGESTIONS

SUMMARY

1. Honda is a major player in Two wheeler market. In India almost every

second motor cycle sold is from Honda. It is has many award to its credit

2. How strong the brand may be, every organization has to strive to improve

customer satisfaction. With increasing competition and customer

expectations, Customer Satisfaction is the key to success of any

organization.

3. Dealers play a very important role in the marketing of any product. Their

role is vital mainly in the case of consumer durables in general and

automobiles in particular. Unlike majority of consumer durables,

automobiles need periodic maintenance. Two wheelers have a peculiar

feature as they are used by common man who hardly has any
40
4. knowledge of the functioning or repairing of the vehicle, dealers’ role is very

important. Dealers can enhance or tarnish the image of the company and the

product how ever good it may be.

5. The strength of Honda motors is its channel partners, and service availability

every where.

a. The findings of the study are summarized below:

6. Majority of the Honda customers are in the age group of 18 to 25 years.

7. Majority of them are under graduates.

8. Honda two wheeler customers are middle class and upper middle class.

9. Normally a customer uses a Honda vehicle to a maximum period of 10

years

10.Activa, Unicorn and Shine brands are bread winners to Honda.

11.Customers buy Honda for its technical features like mileage, easy

maintenance,

a. superior technology etc.,

12.Customers buy Honda influenced by their friends.

13.Customers normally prefer local dealers and service dealers for buying a

vehicle.

41
 14.The dealer at Vijaypur Bridleway Honda motors is rated high by the

customer for service and are not loyal to them for after services are over

SUGGESTIONS

Regular availability of all models should be ensured. Efforts have to be

taken to

ensure no stock outs for Activa, Unicorn and Shine. Dealer has to put

efforts to improve quality of after sales service as majority opined that

they would not prefer the dealer after free services. Dealer and Company

should ensure availability of flagship brand Activa. Due to non

availability, majority of the prospective customers are shifting to other

company brands.

Customers are suspecting the dealers role in sticking to booking

schedule. Efforts to be taken to ensure transparency in booking.

Customer feedback system after sale and service would improve the

image of the dealer. Dealer has to tie up with banks to provide finance at

competitive interest rates. Dealer has to be aggressive in marketing the

vehicles as they face a very tough competition from local Honda Dealer

i.e., diamond Honda

42
Dealer as well as the company has to put all efforts to enhance the image

of the brand as well as the dealership.

Questionnaire

Name : Town/Village:

Reg. No. Model Year of Manufacture:

1. Age ( Years) : a. 18-25 c. 35-45

b. 25-35 d.45 above

2. Qualification : a. Under Graduate

b. Graduate C. Post Graduate

d. Any Other

3.Family annual Income :a. below 50,000 b. 50,000 to 1,00,000

c. 1-2lakhs. d. 2-5lakhs.

e. above five lakhs.

4.Occupation : a. Student b. Government Employee

C. Private Employee. d. Business

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 e. Any Other (Specify)

5. What type of two wheeler do you own?

a. Scooter b. Motorbike c. Any Other(specify)…………………….

6. Since how long are you using the particular two wheeler ?

a. Less than 1 year b. 1-2 years c. 2-5years

d 5-10years e. Above 10 years

7. Specify the brand of two wheeler do you own ?

a. Activa b. Dio c. aviator d. shine

e.Dnicorn f.Dazzler g. twister h. Stunner i. CBR250

8. You preferred the particular brand because of

44
a. Price b. Promotion c. Appearance d. Technical Factors

e. Any Other (Specify)…………………………………..

9. Who influenced you to purchase the two wheeler ?

a.Self b.Family c. Friends d.Advertisement e. Any Other (Specify)

10. Why did you choose ‘Bridleway Automobiles .

a. Local dealer. b. Service dealer. c. Schemes

d. Finance availability. e. Any Other (Specify)………………………

11. Are you satisfied with the Vehicle ? a. Yes b. No

12. If No. The reason is

a. More petrol consumption/less Mileage. b. Less Pick Up

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c. Non availability of spares d. Any other (Specify)………………………………..

13. How would you rate service offered by ‘Bridleway automobiles, for your two

wheeler ?

a. Excellent b. Good c. Average d. Not satisfied

14. How do you rate the cost of spares and service charges charged by ‘Vishnu

Honda ,

a. High b. Reasonable c.Competitive

15. Do you prefers to get your Vehicle serviced at Vishnu Honda , after free

services also.

a. Yes b. No

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 BIBLIOGRAPHY

www.Honda2wheelers India,com.

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