A study on

Customer service and sales promotion

of the universal tribes

A project
submitted in the partial fulfillment of the
requirement for the Award of degree of

BACHELORS OF COMMERECE (B.COM.)

BY
KUMARI SONI
REGISTRATION NO : SBU210687

DEPARTMENT OF COMMERCE & MANAGEMENT

Sarala Birla University , Ranchi
(2021-2024)
 DECLARATION CERTIFICATE

This is to certify that the work presented in the project entitled “ A study on customers service
and sales promotion” in partial fulfillment of the requirement for the award of Degree of
bachelor of commerce of Sarala Birla University, Ranchi is an authentic work carried out under
my supervision and guidance.

To the best of my knowledge, the content of this project does not form a basis for the award of
any previous Degree to anyone else.

Date: (Guide’s Name &

Signature)
Department of Commerce & Management
Sarala Birla University, Ranchi

HEAD
Dept. of management
Sarala Birla University, Ranchi
 CERTIFICATE OF APPROVAL

The foregoing project entitled “A study on customer service and sales promotion of
universal tribes ”, is hereby approved as a creditable study of research topic and has been
presented in satisfactory manner to warrant its acceptance as prerequisite to the degree for
which it has been submitted.

It is understood that by this approval, the undersigned do not necessarily endorse any
conclusion drawn or opinion expressed therein, but approve the project for the purpose for
which it is submitted.

( Internal examiner ) (External examiner)

( Dean academics )
 ACKNOWLEDGEMNT
I would like to express my profound gratitude to Mr. Karan Pratab Singh, Head of
Department of Bachelor of commerce department, and Dr.Sandeep kumar Dean of Sarala
Birla University for their contributions to the completion of my project titled “A Study on
customer servive and sales promotion of Universal Tribes”.

I would like to express my heartfelt gratitude to all those who have contributed to the
successful completion of this project report titled “ A study on customer service and sales
promotion of universal tribes” . Their support, guidance, and encouragement have been
invaluable throughout this journey.

I am immensely thankful to [Atul Karn sir ], my project advisor, for their expert guidance,
constructive feedback, and unwavering support. Their insights and suggestions have
significantly enriched the quality of this report.

I am grateful to my friends and family for their encouragement, understanding, and

motivation, which kept me focused and determined to complete this project.

Thank you, one and all, for being an integral part of this endeavour.

Kumari soni

B. Com (Hons) Accounts

3rd year
TABLE OF CONTENTS
Chapters Content Page no.
Chapter-1 Profile of the company
1.1 Company details
Introduction of the universal tribes
1.2 Nature of the organization
1.3 Company’s vision and mission
1.4 Product range of the company
1.5 Size of the company
1.6 Industry analysis
1.7 Imp. Landmark In the history of company and industry.
Chapter-2 Theoretical background
2.1 Background of company
2.2 Conceptual framework of the study
Chapter-3 Problem statement & objective of the study
3.1 Significance of the study
3.2 Managerial usefulness of the study
3.3 Problem statement & objective of the study
3.4 Scope of the study
Chapter-4 Methodology
4.1 Research design
4.2 Sources of data collection
4.3 Sampling procedure
4.4 Limitations of the study
Chapter-5 Analysis & interpretation of the study
5.1 Primary data :Questionnaire
5.2 Secondary data :Internet
Chapter-6 Findings Conclusion & Recommendations
Findings
Conclusion
Recommendations
Chapter-7 Bibliography
Executive summary
The study on customer service and sales promotion of Universal Tribes reveals several key
findings and insights. Despite the company's mission to empower tribal communities in India
through organic and nature-friendly products, there are challenges in customer engagement,
service satisfaction, and promotional strategies. The report suggests that a significant portion
of respondents has not actively engaged with Universal Tribes, and there are concerns about
the perceived high prices of certain product categories.

The study recommends a focused marketing strategy to address price concerns, emphasizing
the quality of products in promotional efforts. Enhancing customer engagement and tailoring
marketing strategies based on demographic differences are also crucial recommendations.
Improving customer service to boost satisfaction levels and conducting further research to
understand reasons behind reluctance to recommend products are essential steps.

The study explores marketing strategies, customer engagement, and sales effectiveness,
revealing varied levels of engagement and concerns about product prices. Recommendations
include addressing price perceptions, emphasizing quality, enhancing customer service,
targeted marketing, and diversifying products. The goal is to guide Universal Tribes in
optimizing market reach and fulfilling its mission of empowering tribal communities

Overall, the recommendations aim to strengthen Universal Tribes' market presence, address
challenges, and capitalize on its mission of promoting tribal arts while providing valuable
products to customers.
E COMMERCE AND THEIR TYPES :

Electronic commerce (e commerce) refers to a business model that allows companies and
individuals to buy and sell goods and services over the internet .E commerce operates in four
major market segments and can be conducted over computers, tablets, smart phones, and
other electronic or smart devices.

History of e-commerce :Most of us have shopped online for something at some point ,
which means we’ve taken part in e commerce .. But very few people may know that e-
commerce has a history that goes back before the internet system called the electronic data
interchange to facilitate the transfer of documents. New technology continues to make it
easier for people to do their online shopping.

Types of e-commerce :

a) Business to Business (B2B): which is direct sale of goods and services between
businesses .

b) Business to Consumer (B2C): which involves sales between business and their
customers.

c) Consumer to Consumer (C2C) : which allows individual to sell to one another , usually
through a third party site like Ebay.

d) Consumer to Business (C2B) : which lets individual sells to businesses, such as an

artists selling or licensing their artwork for use by a corporation.

 MARKET

Market : A market is a place where buyers and sellers can meet to exchange goods and
services.

The word “market” comes from the Latin word “Marcatus” which means “ to trade ,
merchandise, or a place where business is transacted” .

Components of market :

➢ Buyers & sellers

➢ Product or services
➢ Demand and supply
➢ Price mechanism
➢ Market structure
➢ Competition
➢ Regulations
➢ Consumer behavior
➢ Market information
➢ Transaction mechanism

Different types of market:

1. Perfect competition market

2. Monopoly market
3. Monopolistic mallet
4. Oligopoly market
 5. Duopoly market

ONLINE MARKETING:

Online marketing, also known as digital marketing, internet marketing, or web marketing,
is the use of the internet to promote products and services to potential customers.

• It includes a wider range of marketing elements than traditional business marketing.

• The art of online marketing involves finding marketing strategies that appeal to your
target market and translate into sales.

Online marketing includes areas such as:

• Social media marketing (such as Facebook, LinkedIn, and Instagram)

• Search engines

• Email

• Websites
Here are some features of online marketing :

• Cost-effective: Digital messaging can be cheaper and more efficient to produce than print.
• Fast: Online marketing can provide a fast response..

• Convenience: E-commerce allows customers to shop from anywhere, at any time, and on any
device with an internet connection.
Chapter-1
Profile of the firm

1
 1.1 PROFILE OF THE FIRM

Universal Tribes is a private company in Pune , India ,universal Tribes was Established in
2017, ever since they are working towards the empowerment & Upliftment of Tribal
communities in India. They have skilled artists &experienced farmers working along with
them.

. We proudly collaborate with skilled artists and experienced farmers who share our vision.
Universal tribes wanted to generate more employment for thes tribal people while preserving
their art work. And yes they did , along with bringing the best quality organic staples.

Further, they went on educating them about online marketing & making them realize the
power of the digital world. We are sure that you will find uniqueness & originality of each
product at universal tribes.

Universal tribes was established in the year 2017 by the CEO of the company Mr. Rajat
Raghtwan for the betterment of tribal communities of India. And as the brand name reflects
the meaning as "they are here to work for all the tribes", and now we better dive into their
journey & this specially designed program for Tribals of India.

2
 • Address : , Near, D-3/5, Shiv Shanker Society, KK Market Rd, Bibwewadi Pune,
Maharashtra 411037.
• Telephone no. : 084213 11100
• Website : www.universaltribes.com
• It is a national company .
• Email address: support@universaltribes.com.

1.2 TYPE OF INDUSTRY: Universal Tribes is a production industry / company

that sells organic, nature-friendly products and uplifts tribal arts.

SALES AND MARKETING

• SALES : sales is the process of exchanging goods or services for money or other
valuable considerations.

• MARKETING : marketing s the process of identifying customers and creating,

communicating, delivering, and exchanging goods and services for the satisfaction
and retention of those customers.
• Marketing's principal function is to promote and facilitate exchange. Through
marketing, individuals and groups obtain what they need and want by exchanging
products and services with other parties.
• The 4 basic marketing principles are product, price, place, and promotion

1.3 COMPANY’S VISION AND MISION

➢ VISION : Universal Tribes' vision is to empower every tribal artist and farmer in India.
Uplifting them for all the socio- economic activities of this society , we ensure the artists are
indulging in art, keeping it alive & getting proper value in exchange for the hard work they
put into making it . Creating economic opportunities for hardworking tribal farmers as well.

➢ MISSION : Universal Tribes' mission is to empower and uplift tribal communities in

India.

3
 We keep encouranging our tribal artists $ tribal farmers to create beautiful artwork & healthy
staple foods.

We provide the desired value to our tribal artists & tribal farmers. We are making sure that
your every single purchase goes for the empowerment & upliftment of tribal communities

➢ TAGLINE : The tagline for Universal Tribes is "We are Universal Tribes, We always
stand Together!"

1.4 Product Range of The Company

Universal Tribes sells a range of products, including:

• Bindu Art Products: Leather car-shaped piggy bank

• Dhokra Art: Big Animal Tortoise

• Organic Food: Flavors of Nature 30gm Honey Combo Pack, Pure and Natural Organic
Jaggery Powder, Besan Ladoo

• Warli Painting: Art of Bird Scenery Warli Painting (Red)

• Naga Jewellery

• Warli Handicraft

• Blended Spices

❖ Other products include:

• Gond Paintings

• Metal Craft

• Tribal Textiles

• Tribal Jewellery

4
ORGANIC FOOD :
Organic refers to how certain foods are produced . Organic foods have been grown or farmed
without the yuse of :

• Artificial chemicals
• Hormones
• Antibiotics
• Genetically modified organisms (GMOs)

In order to be labeled organic , a food product must be free of artificial fod additives. The
includes artificial sweeteners , preservatives , coloring , flavoring and monosodium
glumate (MSG).

Organic food products of the universal tribes :

➢ Vanam raw wild honey

Vanam honey is 100% pure and natural honey. It’s raw ,unprocessed and unpasteurized
honey.This honey is unprocessed and no external substance is added to it.

➢ Javaphul rice :
Javaphul rice is perfect for you. It’s a rich aromatic organic rice & useful for any
rice recipe. This variety of traditional aromaticrices comes from central India. It’s
chemical free & can be consumed daily.

5
❖ Other orgnic products :
➢ Tribal red rice :

➢ Tribal brown rice :

6
➢ Black gram whole :

➢ Tribal dosa rice :

➢ Tribal dubraj rice :

7
 ➢ Amchur powder:

❖ Ayurveda :

Ayurveda or ayurvedic medicine , is a healthy –lifestyle system that people in India have
used for more tan 5,000 years .

Ayurveda collection of universal tribes:

1. Big bee honey :

➢ Natural and pure : 100% pure forest raw honey unpasteurized , unprocessed and
unheated .
➢ Free from antibiotics & no added sugar
➢ Collected from forest

8
2. Giloy powder :
Giloy powder is a potent ayurvedic formulation that is obtained frm the maceration of
the aqueous extract of the divine giloy plant. Giloy powder is made from fresg leaves
, roots by using the traditional method of stone grinding.

3. Jamun powder :

4. Kalmegh powder

9
5. Behead powder

6. Hirda powder :

7. Mauba rab honey

10
 8. Besan ladoo :

Universal Tribes sells Besan Ladoo.

Besan Ladoo is a traditional Indian dessert made with gram flour (besan), sugar, and ghee
(clarified butter).
The flour is roasted with ghee, then sugar is added, and then it's shaped into round balls. Nuts
and raisins can be added. .

❖ Universal Tribes sells a range of Bindu Art Products, including:

1) Recycle Silk Lady's Mobile Purse

11
2) Dhokra Art

3) Warli Handicraft

4) Naga Jewellery

12
 5) Paintings ( GOND ART )

1.5 SIZE OS THE COMPANY:

➢ Universal Tribes is a retail art supplies company with 201–500 employees.
➢ Universal Tribes has a rating of 4.5 out of 5 on AmbitionBox based on 40 employee
reviews.
➢ The company culture is rated at the top, but salary and benefits are rated the lowest at 3.5.

1.6 INDUSTRY ANALYSIS :

Universal tribes company is a versatile enterprise engaged in various business domains. With
a diversified portfolio, its known for its daptability in meeting market demands . The
company’s commitment to innovation and quality sets it apart in the competitive business
landscape.

❖ Competitor analysis :

One of the competitor of universal tribes company is Trifed.

TRIFED stands for Tribal Cooperative Marketing Development Federation of India. It was
established in 1987 and became operational in April 1988. TRIFED's objective is to provide
a good price for products made or collected from the forest by tribal people.

TRIFED was established under the Multi-State Cooperative Societies Act, 1984. It is
administered by the Ministry of Tribal Affairs.

13
 ❖ TRIFED's main objectives are:

• Institutionalizing the trade of Minor Forest Produce (MFP)

• Providing tribals of India a fair price for the surplus agricultural products produced by them
TRIFED's products include:

• Metal craft

• Tribal textiles

• Tribal jewelry

• Tribal paintings

• Longpi pottery

• Cane & bamboo

• Gifts & novelties

• Organic & natural product.

❖ Market share and positions of the company :

Market share :

Universal Music Group had the largest market share of both physical and digital record
companies in 2022, with a market share of 31.9 percent.

14
 Universal Tribes is rated 4.5 out of 5 by employees on AmbitionBox. Company culture is
rated at the top, but salary and benefits are rated the lowest at 3.5.

1.7 important landmark in the history of company and industry :

Here are some important landmarks in the history of Universal Tribes:

• Established in 2017: The company was founded by CEO Rajat Raghtwan with a mission to
empower and uplift tribal communities in India.

• Collaboration with skilled artists and farmers: Universal Tribes works with skilled artists and
experienced farmers who share their vision.

• Nature-friendly and organic products: Universal Tribes products are nature-friendly and
organic.

• Uplifting tribal arts: Universal Tribes is uplifting tribal arts.

• Sumerians were the first to gather wool on an industrial scale
• Sumerians were the first to gather wool to be woven into fabric for clothing on an industrial
scale.

15
Chapter-2
Theoretical background

16
THEORETICAL BACKGROUND

As we know, tribal communities are the aboriginals of this country & as time did pass, other
dynasties & clans came to this land. Some of them grew as time travelled & upgraded
themselves with the respective time frame. But the same thing did not happen with Tribal
Communities.

Tribals have always been kept away from & by mainstream society & then tribes had to
move ahead with the same pattern of their lives. And this what kept bothering the founder of
this company Mr. Rajat betterment of Raghtwan, that made him more aware of the fact that
even being part of this society, we as a society are not working for the tribals & since then he
did not look back & for sure he didn't see any " but why to work for them?" and instead he
focused on "why not to work for them?". There began the journey of Universal Tribes & he
took this pledge of empowerment & upliftment of Tribals with their vast variety of organic
products & original artwork.Universal Tribes was established in 2017 with a mission to
empower and uplift tribal communities in India. The company's parent company, Mehrotra
Impex (India), has been a manufacturer and exporter of handicrafts, household, kitchenware,
and decorative items since 1969.

Universal Tribes exports its products to the following countries: USA, UAE, Singapore, UK.

17
 As I sit down to pen the chapters of my academic journey, there's a particular segment that I
hold close to my heart - my internship experience at universal tribes. I spent at online
internship platform of sales and marketing intern in universal tribes which works for the
upliftment of tribal communities.

Internships, they say, are windows into the real world of work.. My internship at universal
tribes served as more than just a window; it was a grand gateway into a dynamic and
innovative realm where theories met the assembly lines, and the collision produced insights
that textbooks alone convey.

The importance of my internship in universal tribes experience in my academic and

professional journey is multifaceted and significant:

A. Professional Development:

1. Hands-On Experience: Your internship provided you with practical, hands-on experience in
sales and marketing. This real-world exposure is invaluable and enhances your understanding
of theoretical concepts learned in academic settings.
2. Skill Development: Working at Universal Tribes allowed you to develop and refine specific
skills crucial in the sales and marketing domain, such as market research, digital marketing,
customer engagement, and event coordination.
3. Industry Exposure: Exposure to the day-to-day operations of a company in the sales and
marketing sector gives you insights into industry practices, trends, and challenges. This
knowledge goes beyond what textbooks can provide.

B. Networking Opportunities:

1. Professional Contacts: During your internship, you likely interacted with professionals in
the field, creating a network of contacts. These connections can be beneficial for mentorship,
advice, and potential future collaborations.
2. References: If you built positive relationships during your internship, you may have a strong
reference base for future academic and professional endeavors. Positive recommendations
from industry professionals can carry significant weight.

18
 C. Academic Application:

1. Application of Theoretical Knowledge: Your internship allowed you to apply theoretical

knowledge acquired during your academic studies to real-world scenarios. This practical
application enhances your understanding of academic concepts.
2. Capstone Projects or Thesis Material: The experiences and challenges faced during your
internship could serve as valuable material for capstone projects, theses, or other academic
endeavors. This adds depth and relevance to your academic work.

D. Career Advancement:

1. Resume Enhancement: Listing a reputable company like Universal Tribes on your resume
signals to future employers that you have practical experience in a professional setting. This
can make you stand out in a competitive job market.
2. Increased Employability: The skills and experiences gained during your internship make
you a more attractive candidate for future job opportunities in sales and marketing.
Employers often value practical experience alongside academic qualifications.
3. Career Direction: The insights gained from your internship may help you refine your career
goals and aspirations. This clarity is beneficial as you make decisions about your academic
and professional path.

In summary, my internship at Universal Tribes is a multifaceted experience that not only

enhances your academic journey but also provides a solid foundation for your professional
growth. The skills, knowledge, and connections gained will likely play a pivotal role in
shaping your future endeavors.

An overview :

I heve attend an online internship at UNIVERSAL TRIBES as SALES AND

MARKETING from 17th July 2023 to 17 August 2023 . It locates in pune india , D-3/5,
Shiv Shanker Society, Near K.k Market, Bibvewadi, Pune 411037.

19
 I served as a Marketing Intern in the universal tribes Sales and Marketing Department.

As a Sales and Marketing Intern at Universal Tribes, I played a key role in supporting
various initiatives to drive business growth and enhance the company's market presence.

My responsibilities included:

• Collaborating with the sales team to identify and pursue new business opportunities,
• Conducting market research to analyze industry trends, competitor strategies, and customer
behavior, providing valuable insights that informed marketing strategies and product
positioning.
• Engaging with clients to understand their needs and preferences, ensuring a customer-centric
approach in marketing efforts and contributing to improved customer satisfaction.
• Coordinating with cross-functional teams to execute promotional events, both online and
offline, to enhance brand visibility and attract a broader audience.

This internship experience equipped me with practical skills in sales and marketing, honing
my ability to work in a dynamic team environment and adapt to the ever-evolving landscape
of the industry.

I have gain lots of knowledge during my internship are under :

1. Sales Skills:
• Customer Interaction: Developed the ability to engage with customers, understand their
needs, and effectively communicate how the product or service meets those needs.
• Negotiation: Learned the art of negotiation, honing the skill to reach mutually beneficial
agreements with clients and partners.
• Sales Techniques: Acquired knowledge of various sales techniques, such as consultative
selling, relationship building, and closing strategies.

20
 2. Understanding the Business Environment:
• Gain insights into the business environment, especially in the context of an organization like
Universal Tribes that operates in the domain of tribal empowerment, organic products, and
sustainable practices.

3. Marketing Strategies and Sales Promotion:

• Learn about different marketing strategies employed by a company and how sales promotion
techniques contribute to market penetration. Understand the importance of creating a unique
selling proposition (USP) and effectively promoting products.

4. E-commerce and Digital Marketing:

• Explore the dynamics of e-commerce and digital marketing. Understand how companies
utilize online platforms to promote their products, engage with customers, and build brand
visibility.

5. Customer Relationship Management (CRM):

• Gain insights into the significance of customer service and after-sales support. Understand
the role of CRM in maintaining positive customer relationships, addressing concerns, and
enhancing overall satisfaction.

6. Market Analysis and Competition:

• Learn how to conduct market analysis, including competitive assessments. Understand the
factors influencing market dynamics and how businesses position themselves in competitive
landscapes.

7. Social Responsibility and Ethical Business Practices:

• Explore the concept of corporate social responsibility (CSR) and ethical business practices.
Understand how organizations can align their objectives with social and environmental
causes.

21
 8. Product Range Diversification:

• Gain insights into the diversification of product ranges. Learn how companies expand their
offerings to cater to different market segments and customer preferences.

9. Consumer Behavior and Preferences:

• Understand consumer behavior in the context of organic and nature-friendly products.

Explore how consumer preferences influence purchasing decisions, especially in the context
of tribal arts and sustainable practices.

10. Conceptual Frameworks in Research:

• Learn about the conceptual frameworks used in research projects. Understand the importance
of research design, data collection methods, and theoretical foundations in addressing
business challenges. arn about research methodologies interviews and surveys, and the
importance of

By engaging with this internship project, you can gain practical insights into the complex
interplay of business strategies, customer relations, and social responsibility, providing a
well-rounded learning experience for your professional development.

22
 Here are some articles about Universal Tribes:
• News:

Universal Tribes' news includes empowering tribes through G20 Startup20 India, bamboo
crafts, black pottery, Mizo weave, Naga weave, and muga silk

• Tribal population in India:

This article discusses the current gap in the health status of tribal people

• India and its pluralistic health system:

This article suggests using traditional medicine systems to achieve Universal Health
Coverage (UHC)

• Review articles in TRIBAL STUDIES:

This article explores the latest full-text research PDFs, articles, conference papers, and more
on tribal culture

• Decolonizing ethnography and Tribes in India:

This article strengthens arguments by empirically relating them to current research with
Tripura people.

2.1 Conceptual framework of the study :

In a research study Conceptual framework of the study is a set of interconnected ideas,
concepts, and theories that form a structure for understanding a particular phenomenon or
problem. It provides a systematic and organized way to approach a research question or
problem, guiding the researcher in the design, data collection, and analysis of the study.

Conceptual Framework: Enhancing Market Reach and Customer Satisfaction for

Universal Tribes

• Research Design:
• The study adopts a descriptive research design to delve into the marketing strategy and
sales promotion techniques of Universal Tribes.

23
• Data Collection:
• Primary Data:
• Collected through a questionnaire using personal interviews, observations, and
discussions.
• Targeted sample units include people in the nearby area and family members.
• Utilizes random sampling and convenient sampling techniques.

• Secondary Data:
• Extracted from the company website and online sources.
• Sampling Procedure:
• Sampling Technique:Random sampling and convenient sampling are employed for
primary data collection.
• Sample Units:Individuals in the nearby area and family members.
• Sample Size:A small sample size of 100 respondents.Sampling Area:
• Focused on the familiar and known persons in the vicinity.

• Theoretical Background:
• Highlights the unique position of tribal communities and the mission of Universal Tribes
to empower and uplift them.
• Recognizes the challenges faced by the company in penetrating the market and the
impact on customer satisfaction and brand awareness.

• Conclusion:
• Summarizes the key components of the study, emphasizing the need for effective
marketing and sales strategies for Universal Tribes.

In conclusion, the conceptual framework provides a tailored and relevant approach for
Universal Tribes, addressing key aspects of its operations. The study, guided by this
framework, has the potential to offer actionable insights that align with the organization's
goals of empowerment, sustainability, and market growth.

24
 Chapter-3
Problem statement & objective of the
study

25
3.1 Signiface of the study :

We have studied about the customer service , sales and marketing strategy & sales promotion
of the company : which includes –

• Understand the sales and marketing strategy of Universal Tribes.

• Assess the effectiveness of strategies.
• Examine the promotional strategies offered by the company.
• Provide suggestions for effective marketing strategies.
• Leads and sales generation.
• Creating marketing pitches.
• Assisting in digital marketing and promotion.
• Interacting with potential customers for demonstration.
• We also came to know about the sales and marketing strategy of the company.
• Study helps in knowing various customer services provided by the company.
• We came to know about various sales promotion techniques .
• Study also helps in knowing about free gifts and coupons.

Universal tribes also has after sales and customer services jobs: such as –

• Business development (sales) work from home job

• Intern – sales & marketing
• Content/design jobs.
Universal tribes generates sales in following ways:
• Calls the interested customer.
• Tell them about products and their benefits.
• Know the need and wants of the customer
• Convinve them for buying products.

Universal tribes uses various sales promotion techniques, including-

• Advertising support programs

• Point -of-purchase displays

26
 • Short term trade allowances
• Retail sales incentives/push money
• Trade show
• Brand awareness by social media
• Direct visit
• Trade promotion
• Sales force promotion
Other techniques includes:
Sweepstakes , free gifts , and giveaways , samples , coupons , rebates , price-off ,
premium , bonuses.

3.2 Managerial Usefulness of the Study:

1. Strategic Decision-Making
• How It Helps: The study provides valuable insights into the existing challenges and:
limitations in customer service and sales promotion. Managers can use this information to
make informed strategic decisions aimed at overcoming these challenges.
2. Resource Allocation:
• How It Helps: Understanding the current approach and limitations enables managers to
allocate resources more effectively. They can prioritize areas with the greatest impact on
customer satisfaction, brand awareness, and competitive edge.
3. Enhancing Customer Satisfaction:
• How It Helps: Identifying inadequate customer engagement strategies allows managers
to implement changes that directly impact customer satisfaction. This can lead to
improved loyalty, repeat business, and positive word-of-mouth.
4. Optimizing Promotional Strategies:
• How It Helps: The study evaluates the effectiveness of current promotional strategies.
Managers can use this information to optimize and diversify promotional efforts,
ensuring they resonate with the target audience and enhance brand visibility.
5. Tailoring Marketing Strategies:

27
 • How It Helps: Recommendations for effective marketing strategies provide actionable
insights for managers to tailor their approach. This includes refining pitches, utilizing
digital marketing effectively, and creating personalized interactions to attract and retain
customers.
6. Employee Roles and Skill Development:
• How It Helps: Understanding the various job roles in sales, marketing, and
content/design allows managers to align human resources with specific needs. This
ensures that employees have the necessary skills to carry out their roles effectively.
7. Measuring Impact on Sales and Profit:
• How It Helps: The study's focus on sales generation and identification of root causes
affecting market reach aids in developing metrics for assessing the impact of changes.
Managers can use these metrics to track improvements in sales and profitability.
8. Market Penetration Strategies:
• How It Helps: The study's objective of boosting market penetration provides managers
with actionable recommendations to expand the company's reach. This includes
identifying customer interests, understanding product availability, and fostering
relationships with regular customers.
9. Brand Perception and Customer Awareness:
• How It Helps: By extending beyond immediate customer interactions, the study helps
managers understand how brand perception influences customer awareness. This
knowledge is crucial for developing strategies that positively impact the overall brand
image.
10. Continuous Improvement:
• How It Helps: Managers can use the study to establish a culture of continuous
improvement. Regularly assessing and adapting customer service and sales promotion
strategies based on the study's findings ensures ongoing success in a dynamic market.
11. Risk Mitigation:
• How It Helps: By identifying root causes of challenges, managers can proactively
mitigate risks. This includes addressing issues that may pose a threat to customer
satisfaction, brand reputation, or overall market competitiveness.

28
 In summary, the study's managerial usefulness lies in providing actionable insights for
strategic decision-making, optimizing resources, enhancing customer satisfaction, and
fostering growth in a competitive market. It serves as a guide for managers to navigate
challenges and capitalize on opportunities for improvement.

3.3 Problem statement &objective of the study:

Problem statement :

Universal tribes, is facing a critical challenges in effectively penetrating the market through
customer services and sales promotion. Despite offrring a diverse range of sustainable
products, including organic food, Ayurveda, and handicrafts, the company struggles to
optimize customer service and promotional efforts, hindering its market reach and overall
growth potential.

Background:

Operating in the competitive landscape of organic and eco-friendly products, Universal

Tribes endeavors to distinguish itself by not only providing high-quality items but also by
promoting tribal arts. However, the company faces obstacles in translating its mission into
broader market success, particularly in the areas of customer service and sales promotion.

Impact of the problem:

The challenges in customer service and sales promotion have a substantial impact on:

• Customer satisfaction: Inadequate customer service may lead to dissatisfaction among

existing customers and hinder repeat business.
• Brand awareness: Insufficient promotional efforts limit the visibility of Universal Tribes,
hindering its ability to attract new customers.
• Competitive edge: Effective sales promotion is essential for the company to stand out in a
market increasingly saturated with similar products.
• Current approach and limitations: The company's current approaches to customer service
and sales promotion face limitations such as:

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• Customer engagement: Inadequate strategies for engaging customers and addressing their
needs in a personalized manner.
• Promotional channels: Limited utilization of effective channels for sales promotion,
resulting in reduced visibility.
• Competitive edge: Effective sales promotion is essential for the company to stand out in a
market increasingly saturated with similar products.
• Current approach and limitations: The company's current approaches to customer service
and sales promotion face limitations such as:
• Customer engagement: Inadequate strategies for engaging customers and addressing their
needs in a personalized manner.
• Promotional channels: Limited utilization of effective channels for sales promotion,
resulting in reduced visibility.

Objectives of the study:

• This report aims to analyze the existing challenges in customer service and sales
promotion for Universal Tribes, identify the root causes of these issues, and provide
actionable recommendations to enhance customer satisfaction, improve promotional
strategies, and ultimately boost market penetration for the company's organic, nature-
friendly products while promoting tribal arts.

• To know about the impact of marketing strategies on customers.

• To analyze the effectiveness of strategies.
• To know about the promotional strategies offered by the company.
• To give suggestions to have an effective marketing strategies.
• Identify the customer inetrest.
• To know the various product and their avalaibility in the market.
• To identify sales and profit.
• Analyze existing challenges in customer service and sales promotion.
• Identify root causes of issues affecting market reach and growth.
• Provide actionable recommendations to enhance customer satisfaction and improve
promotional strategies.

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3.4 Scope of the study:

• The identified challenges extend beyond immediate customer interactions, influencing

the overall perception of the brand and the effectiveness of sales promotion strategies.
Addressing these challenges is crucial for Universal Tribes to secure a stronger market
presence and achieve its mission of promoting tribal arts.

• It will help to increase the sales of the company.

• It will help to improve the marketing strategies of the company.
• It will the customers to be aware about the products of the company.
• It will help to identify overall satisfaction level of the customer about the company.
• Extend beyond immediate customer interactions to influence the overall brand
perception.
• Foster relationships with regular customers.

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Chapter-4
Methodology

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Research Methodology:

Research methodology is the specific procedures or techniques used to identify , specific,

process and analyze information about a topic.

It is a critical aspect of any scientific inquiry and provides a freamework for collecting ,
organizing and interpreting data. Research methodoly guides the researcher in making
decisions aboutb the design, methods, and techniques to be used in the investigation.

Key Components of research methodology includes:

• Research design
• Sampling
• Data collection
• Data analysis
• Validity and reliability
• Research instruments
• Literature review
• Research hypotheses
In summary research methodology is a comprehensive approach tht guide researchers
through the process of planning, conducting and interpreting research.

Types of research methodology:

When designing a research methodology ,a research has several decisions to make . one of
the most important is which data methodology to use, qualitative ,quantitative or a
combination of the two.

Here are different methodologies :

1. QUALITATIVE :
Qualitative research involves collecting and analyzing written or spoken words and
textual data .it may also focus on body language or visual elements and helps to create a
detailed description ofa researcher’s observations .

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2. QUANTITATIVE :
Researchers usually use a quantitative methodology when the objective of the research is
to confirm something . it focuses on collecting , testing, and measuring numerical data ,
usually from a large sample f participants.

Popular method used to gather quantitative data are:

➢ Surveys
➢ Questionnaires
➢ Test
➢ Databases
➢ Organizational records

3. MIXED-METHOD:
This contemporary research methodology combines quantitative and qualitative
approaches to provide additional perspectives, creates a richer picture and present
multiple findings.

4.1 Research design :

Research design: Research design is the overall strategy used to conduct research.

the present research work is based on the concept of descriptive research as the prime aim to
describe marketing strategy and sales promotion techniques of universal tribes company. As
the objectives of research/work were predefined and the path of movement was well
described by the guide to me ,hence the use of descriptiive research here could be justified.

4.2 sources of data collection :

There are two main sources of data – primary and secondary. Primary research is conducted
from scratch .it is originally and collected to solve the problem in hand. Secondary research
exists since ithas been collected for other purposes.
A similar distinction exists between exploratory research for secondary data and descriptive
research for primary data. Exploratory research helps in generating hypotheses and
identifying variables of interest, while descriptive research provides a systematic description
and analysis of those variables.

34
For the present project primary data and secondary data was used , the data were collected
using a questionnaire adopting personal interview, observations technique and discussion for
collecting some of the relevant information.
The secondary data required for the project has been collected from company website,online
sources.

4.3 Sampling procedure :

• Sampling technique : From the purpose of collection of primary data Random sampling
and convenient sampling was used in this project.
• Sample units : People near by area , Family members.
• Sample size : Sample size of this project is small population i.e 100.
• Sampling area : The area of study /summer internship is around the familiar and known
person.

4.4 Limitations of the study:

• Time available for the study was very limited.
• Some of the respondent seemed to be very busy and hesitate to the respond.
• Some of the data collected through telephone ,so there is lack of face to face interaction
and couldn’t able to observe them.
• As the sampling method was random and convenient sampling amples are not the true
representation of the whole populations.
• Data collected are not fully free from respondent bias.

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 Chapter-5
Analysis & interpretation of the
study

36
Data analysis and interpretation

Primary data: Questionnaire -

1) How often do you engage with Universal Tribes through their online platforms?

Weekly
5%

Never Monthly
40% 25%

Rarely
30%

➢ 5% of people engaged weekly.

➢ 25% of people engaged monthly.
➢ 30% of people engaged rarely.
➢ 40% of people engaged never .
2) Interacted with customer service of universal tribes or not?

Yes
30%

No
70%

➢ 30% of people have interacted with the customer services of Universal Tribes.
➢ 70% of people have not interacted with the customer services of Universal Tribes.

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3) Among the interacted people how many of you satisfied with service provided by the
company rate them between (1-10)?

Satisfied
30%

Unsatisfied
70%

➢ 30% of people were satisfied with services provided by the company.

➢ 70% of people wereunsatisfied with services provided by the company.
4) You interested in which products of universal tribes ?

jewellery;s
10%

Handicraft
15%
Warli art Organic food
10% 65%

➢ 65% of people were interested in organic food.

➢ 10% of people were interested in warli art.
➢ 15% of people were interested in handicraft.
➢ 10% of people were interested in jewellery.

5) How you rate the Quality of Organic product in percentage ?

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 Poor
20%

Good
50%
Average
30%

➢ 50% of people says quality of organic product is good.

➢ 30% of people says quality of organic product is average.
➢ 20% of people says quality of organic product is poor.
6) Have you like the color combination of jewellery ?

Very Much
40%

Not Much
60%

➢ 40% of people likes the color combination of jewellery very much.

➢ 60% of people likete color combination of jewellery not much.

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7) According to you prices of warli art and handicrafts were expensive or cheap or
moderate ?

Cheap
10%

Moderate
22%
Expensive
68%

➢ 68% of people says that prices of warli art and handicrafts were expensive.
➢ 22% of people says that prices of warli art and handicraft were moderate (i.e not
expensive ,or nor cheap).
➢ 10% of people says that prices of warli art and handicraft were cheap.

8) Would you suggest your family and friends to buy products of universal tribes?

Yes
20%

No
80%

➢ 20% of people will recommend the product to buy to their family and friends.
➢ 80% of people will not recommend the products to buy .

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➢ SECONDARY DATA : INTERNET

ANALYSIS AND INTERPRETATION OF THE STUDY:

➢ Table showing number of responses . on the basis of age group.surveys is taken
by me during internship.

AGE NO.OF RESPONSES

BELOW 30 YEARS 40
30-50 20
ABOVE 50 YEARS 10
TOTAL 70

RESPONSES :

80

70

60
Series 1
50

40
Column1
30

20
Column2
10

0
below 30 yrs 30 to 50 above 50 total

Interpretation : From the above table ,it is infered that 40 people are responses in
the age group of below 30 years , 20 people are responses in the age group of 30 to 50
years and 10 people responses in the age group of above 50 years.

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 ➢ Table showing that number of people who are interested in organic food ,
ayurveda, collection , handmade products according to this age groups:

AGE ORGANIC FOOD AYURVEDA HANDICRAFT

COLLECTION

BELOW 30 YEARS 20 16 12

30-50 18 14 16

ABOVE50 10 12 8

TOTAL 48 42 34

60

50

40

30 Organic food

Ayurveda collection
20

Handicraft
10

0
below 30 yrs 30 to 50 above 50 yrs total

Interpretation :

From the above table , it is inferred that in the age group of below 30 years people interested
in organic food are 20, in ayurveda collection are 16,and in handicraft number is 18. In the
age group of 30 to 50 years people interested in organic food are 18,in ayurveda collection
are 14 and in handicraft are 14 and above 50 years age group people interested in organic
food are 10 , in ayurveda collection are 12 and in handicraft are 8.

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➢ Table showing mostly influencer factor :

INFLUENCER FACTOR NO. OF RESPONDENTS

QUALITY 50
EMPOWERMENT OF TRIBES 40

PRICE 0
OTHER 10

No. of respondents
60

50

40

30
No. of respondents
20

10

0
Quality Empowerment of Price Other
tribes

Interpretation:
From the above table it is inferred that 50 people are influence by the quality of
products , 40 people are influencer by the empowerment of tribes , no one is influence
by price of product , and 10 people are influence by other factors of products.

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 ➢ Table showing the price of product according their categories :
Categories Organic Ayurvedic handicrafts painting arttifacts total
of price food collection

Very high 35 40 45 50 30 200

High 55 33 35 37 55 212

Average 10 23 20 13 15 71

cheap 0 0 0 0 0 0

250

200

artifacts
150
painting

handicraft

100
ayurvedic collection

organic food

50

0
Very high High Average cheap

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Interpretation:
From the above table it is inferred that 35 people thinking that price of organic
product are very high, 55 people thinking that price are high , 10 people thinking that
price is averaged and no one thinking that price is cheap.

40 people thinking that price of ayurvedic collection is very high, 33 people thinking
price high, 23 people thinking that price average and no one thinking that price is
cheap.

45 people think that the price of handicraft are very high, 35 people thinking that the
price are high, 20 people thinking that price is average and no one thinking that price
is cheap.

50 people thinking that price of paintings are very high, 37 people thinking that price
are high , 13 people thinking that price is average and no one thinking that price is
cheap.

30 people thinking that price of artifact are very high, 55 people thinking that price
are high, 15 people thinking that price is average and no one thinking that price is
cheap.

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Chapter-6
Findings, conclusion &
recommendations

46
 Findings :
The key findings of the study are summarized in this chapter. At the end of the chapter
certain suggestions are given.
The study was undertaken with the main objectives of identifying the customer’s attitude
towards the different category of brand of universal tribes. The data were collected using
questionnaire adopting personal interview and observation . the collected data were
converted into tables and chart so that it can be easy for reader and viewer to understand.
With the help of chapter we can find responses according to age groups, we can find which
product people want to buy , feedback of customer , quality of product, which factor are
influenced to people for buying the product.
On the basis of data analysis presents in earlier chapter , here are some findings:

1. Engagement with Universal Tribes:

• 40% of people never engage with Universal Tribes.
• 30% rarely engage, 25% engage monthly, and only 5% engage weekly.
2. Customer Service Interaction:
• 70% of people have not interacted with Universal Tribes' customer services.
3. Satisfaction with Services:
• 30% of those who interacted were satisfied with the services.
4. Interest in Products:
• 65% interested in organic food, 15% in handicraft, 10% in warli art, and 10% in
jewelry.
5. Quality of Organic Products:
• 50% rated the quality as good, 30% as average, and 20% as poor.
6. Color Combination of Jewelry:
• 40% liked it very much, 60% not much.
7. Perception of Prices:
• 68% found prices of warli art and handicrafts expensive.
• 22% considered prices moderate.
• 10% thought prices were cheap.

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8. Recommendation to Others:
• 80% would not recommend Universal Tribes' products to family and friends.

9. Demographic Insights:
• Majority of responses (40) are from individuals below 30 years.
• Interest in products varies across age groups.
10.Influencer Factors:
• Quality is the most influential factor (50 respondents), followed by the empowerment
of tribes (40 respondents).
11. Perception of Prices in Categories:
• Different categories of products have varying perceptions of being very high, high,
average, or cheap in price.

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 Conclusions :
E- Commerce has undeniably become an important part of our society. The successful
companies of the future will be those that take E-Commerce seriously, dedicating sufficient
resources to its development. E-Commerce is not an IT issue but a whole business
undertaking. Companies that use the it as a reason for completely re-designing their business
processes are likely to reap the greatest benefits. Moreover, E-Commerce is a helpful
technology thst gives the consumer access to business and companies all over the world.

❖ MARKETING is the most exciting of all business sports. It is heartbeat of every successful
business

❖ MARKET : A market is a place where buyers and sellers can meet to exchange goods and
services.

All business strategy is marketing strategy . your ability to think clearly and well about the
very best marketing strategies , and to continually change and upgrade your activities, is the
key to the future of your business.

Online marketing, also known as digital marketing, internet marketing, or web marketing,
is the use of the internet to promote products and services to potential customers.

Universal tribes working towards the empowerment & Upliftment of Tribal communities in
India. They have skilled artists & experienced farmers working along with us.
Universal tribes ensure that tribal artists and farmers are preserving the artwork and getting
an appropriate monetary value for the hard work they do.
Tribal communities are already strong and rich enough in terms of art and healthy and as a
part of this society, it’s our duty to help them become economically strong as well.

• The findings suggest a varied level of engagement with Universal Tribes, with a significant
portion not recommending the products.
• Quality is a significant influencer, but there are concerns about the perceived high prices,
particularly for certain product categories.
• Demographic differences in product interest highlight the need for targeted marketing
strategies.

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 Recommendations:

1. Marketing Strategy:
• Focus on addressing concerns about product prices, especially in categories perceived as
expensive.
• Highlight the quality of products in marketing efforts.
2. Customer Engagement:
• Explore ways to increase customer engagement, especially among those who rarely or
never engage with the brand.
3. Targeted Marketing:
• Tailor marketing strategies based on demographic differences in product interest.
4. Customer Service Enhancement:
• Improve customer service to enhance satisfaction levels.
5. Further Research:
• Conduct further research to understand the reasons behind the reluctance to recommend
products.
6. Diversification:
• Consider diversifying product offerings based on the preferences of different age groups.

These recommendations aim to address the identified issues and capitalize on strengths,
ultimately improving the overall performance of Universal Tribes in the market.

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 ❖ Bibliography :

➢ www.universaltribes.com
➢ www.wkipedia.com
➢ www.google.com

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