Sales and Marketing

Major Project (CC4270) Report

Submitted in the partial fulfillment of the requirement for the award of

Bachelor of Technology

in

Computer and Communication Engineering

By:

RISHI BOTHRA
209303021

Under the supervision of:

DR. ARPIT KUMAR SHARMA

External

Jul 2023 – May 2024

Department of Computer and Communication Engineering

School of Computing and Intelligent Systems
Manipal University Jaipur
VPO. Dehmi Kalan, Jaipur, Rajasthan, India – 303007

Department of Computer and Communication Engineering

School of Computing and Intelligent Systems, Manipal University Jaipur, Dehmi Kalan,
Jaipur, Rajasthan, India- 303007

i
 STUDENT DECLARATION

I hereby declare that this internship (Sales and Marketing) is my own work and that,
to the best of my knowledge and belief, it contains no material previously published or written
by another person nor material which has been accepted for the award of any other degree or
diploma of the University or other Institute, except where due acknowledgements has been
made in the text.

Place: Jaipur Rishi Bothra

Date: 24-05-2024 (209303021)
B.Tech. (CCE) 8th Semester

ii
 Department of Computer and Communication Engineering
School of Computing and Intelligent Systems, Manipal University Jaipur,
Dehmi Kalan, Jaipur, Rajasthan, India- 303007

Date:

CERTIFICATE FROM SUPERVISOR

This is to certify that the work entitled “Sales and Marketing” submitted by Rishi
Bothra (209303021) to Manipal University Jaipur for the award of the degree of Bachelor of
Technology in Computer and Communication Engineering is a bonafide record of the work
carried out by him/ her under my supervision and guidance from <start date> - <end date>.

Dr. Arpit Kumar Sharma

Internal Supervisor,
Department of Computer and Communication Engineering
Manipal University Jaipur

iii
iv
 ACKNOWLEDGEMENT

This internship would not have been completed without the help, support, comments,
advice, cooperation, and coordination of various people. However, it is impossible to thank
everyone individually; I am hereby making a humble effort to thank some of them.

I am deeply indebted to Mr. Sunil, Proprietor of Baba Automobiles, and my external

guide, for allowing me to intern at his esteemed establishment. His mentorship, encouragement,
and industry insights significantly contributed to my learning experience. My sincere thanks
also go to the entire team at Baba Automobiles for their support and cooperation throughout
my internship.

I acknowledge and express my deepest sense of gratitude to my internal supervisor Dr.

Arpit Kumar Sharma for his constant support, guidance, and continuous engagement. I highly
appreciate his technical comments, suggestions, and criticism during the progress of this
project.

I owe my profound gratitude to Dr. Sunil Kumar, Head of the Department of CCE, for
his valuable guidance and facilitating me during my work. I am also very grateful to all the
faculty members and staff for their precious support and cooperation during the development
of this project.

Finally, I extend my heartfelt appreciation to my classmates for their help and

encouragement.

209303021 Rishi Bothra

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 ABSTRACT

This report details the experiences and accomplishments of a 4-month internship at Baba
Automobiles, a leading supplier of four-wheeler engine spare parts in Hyderabad. Focusing on
sales and marketing strategies, the report outlines the conducted market research, implemented
solutions, and the potential for future growth.

Initial market research through customer surveys and competitor analysis revealed a
strong demand for a convenient purchasing process. Customers desired a door-to-door delivery
system to eliminate the need for physical visits.

Based on this research, a door-to-door delivery system was implemented within the twin
cities of Hyderabad and Secunderabad. Leveraging WhatsApp for order placement and
communication, the system aimed to increase customer convenience, improve satisfaction, and
boost sales. Customer feedback confirmed the positive impact of this initiative.

Following the success in the twin cities, the focus shifted towards expanding the
customer base. Visits to existing customers in Kurnool and Warangal provided valuable
feedback, while presentations to potential customers highlighted Baba Automobiles'
competitive pricing, extensive product range, and the newly implemented delivery system. This
outreach resulted in increased interest and potential partnerships in these districts.

The internship highlighted the importance of market research in driving customer-

centric strategies. The success of the door-to-door delivery system emphasizes the power of
convenience in boosting sales. Building strong relationships with customers fosters long-term
partnerships. Based on these learnings, recommendations include expanding the delivery
network, developing a digital presence, and implementing a robust inventory management
system.

This internship provided a valuable opportunity to apply theoretical knowledge to a real-

world business setting. The implemented strategies have demonstrably improved customer
experience and hold the potential to significantly expand Baba Automobiles' business network.

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 TABLE OF CONTENTS

Student declaration i
Certificate from Supervisor ii
Certificate from Company (For external students only) iii
Acknowledgement iv
Abstract v
List of figures vii

1. INTRODUCTION 1
2. ABOUT BABA AUTOMOBILES 2
3. MARKET RESEARCH 14
3.1. METHODOLOGY 14
3.1.1. Customer Surveys 14
3.1.2. Competitor Analysis 14
3.2. Findings 14
4. DOOR-TO-DOOR DELIVERY SYSTEM IMPLEMENTATION 16
4.1. System Development 16
4.1.1. Streamlined Ordering Process 16
4.1.2. Delivery Network Establishment 16
4.1.3. Communication Strategy 16
4.2. Final System 16
4.3. Impact and Customer Feedback 16
5. CUSTOMER OUTREACH IN NEARBY DISTRICTS AND CITIES 18
5.1. Building Relationships 18
5.2. Challenges 22
5.3. Learnings 22
6. KEY LEARNINGS AND RECOMMENDATIONS 24
6.1. Market Research is Crucial 24
6.2. Delivering on Customer Needs is Crucial 24
6.3. Convenience Drives Sales 24
6.4. Building Relationships Matters 24
6.5. Future Prospects to be Considered by Baba Automobiles 25
6.5.1. Develop a User-Friendly Online Platform 25
6.5.2. Invest in a robust Inventory Management System 25
6.5.2.1. Centralized Inventory Management 25

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 6.5.2.2. Real-Time Stock Update 25
6.5.2.3. Reorder Alerts 25
6.5.3. Listing Products on Already Existing E-Commerce Platforms 25
6.5.3.1. About Flipkart 25
6.5.3.2. About Amazon 26
6.5.3.3. About IndiaMart 27
7. PERSONAL AND PROFESSIONAL GROWTH 28
8. CONCLUSION 29
BIBLIOGRAPHY 30

viii
 LIST OF FIGURES

Figure 1: Baba Automobiles ....................................................................................................... 2

Figure 2: Photo of Mr. Sunil Dealing with a Customer.............................................................. 3
Figure 3: Piston Manufactured by Mahindra & Mahindra (in Packaging). ................................ 4
Figure 4: Piston........................................................................................................................... 4
Figure 5: Piston Ring Manufactured by Maruti Suzuki (in Packaging). .................................... 5
Figure 6: Piston Ring .................................................................................................................. 5
Figure 7: Cylinder Liner Manufactured by Goetze (in Packaging). ........................................... 6
Figure 8: Piston Liner. ................................................................................................................ 6
Figure 9: Timing Belt. ................................................................................................................ 7
Figure 10: Cylinder Head Gasket Manufactured by Maruti Suzuki (in Packaging). ................. 8
Figure 11: Tapped Packing Manufactured by Maruti Suzuki. ................................................... 8
Figure 12: Connecting Rod Manufactured by Maruti Suzuki (in Packaging). ........................... 9
Figure 13: Connecting Rod. ....................................................................................................... 9
Figure 14: Main Bearing Manufactured by Gleitlager (in Packaging). .................................... 10
Figure 15: Main Bearing. ......................................................................................................... 10
Figure 16: Logo of the Brand Mahindra & Mahindra. ............................................................. 11
Figure 17: Logo of the Brand Maruti Suzuki. .......................................................................... 11
Figure 18: Logo of the Brand Kirloskar. .................................................................................. 11
Figure 19: Logo of the Brand Goetze. ...................................................................................... 12
Figure 20: Logo of the Brand Usha. ......................................................................................... 12
Figure 21: Logo of the Brand India Pistons Ltd. ...................................................................... 12
Figure 22: Logo of the Brand Benara. ...................................................................................... 13
Figure 23: Percentage of Customers who Prefer to Order Online Vs. Customers who Prefer to
Visit the Store. .......................................................................................................................... 15
Figure 24: Percentage of Baba Automobiles' Competitors Already Offering Door Delivery. 15
Figure 25: 58% of Total Orders were Received Online Right After Implementation of the
Door Delivery. .......................................................................................................................... 17
Figure 26: Factors Affecting Customer Experience in Nearby Districts.................................. 18
Figure 27: National Auto Mobiles, Warangal. ......................................................................... 19
Figure 28: Bharat Automobiles, Kurnool. ................................................................................ 19
Figure 29: Taj Motors, Kurnool. .............................................................................................. 20
Figure 30: S.R. Automobiles, Warangal. ................................................................................. 20
Figure 31: H.N. Auto Mobiles, Siddipet. ................................................................................. 21
Figure 32: Nath Motors and Spares, Pune. ............................................................................... 21
Figure 33: Balaji Auto Spare Parts, Delhi. ............................................................................... 22
Figure 34: H.S.A. Automobiles, Bangalore. ............................................................................ 22
Figure 35: Logo of Flipkart. ..................................................................................................... 26
Figure 36: Flipkart's Alternate, and Smaller Logo. .................................................................. 26
Figure 37: Logo of Amazon. .................................................................................................... 26
Figure 38: Amazon's Alternate and Smaller Logo. .................................................................. 27
Figure 39: IndiaMart's Logo. .................................................................................................... 27

ix
 1. INTRODUCTION
The automotive spare parts industry thrives on a delicate balance between product availability
and customer convenience. Today, time is a valuable commodity, and customers increasingly
seek solutions that simplify their purchase journey. This internship report chronicles a 4-month
journey with Baba Automobiles, a leading supplier of four-wheeler engine spare parts in
Hyderabad, India. Focusing on enhancing sales and marketing strategies, the report delves into
the critical role of market research in understanding customer needs and crafting effective
solutions.

Through a combination of customer surveys, competitor analysis, and on-the-ground

interaction, the internship aimed to identify pain points and tailor solutions that would elevate
customer experience. The report details the implementation of a door-to-door delivery system
within the twin cities of Hyderabad and Secunderabad, driven by the insights gleaned from
market research. This initiative aimed to revolutionize the purchasing process for customers,
eliminating the need for physical visits to the store and enabling them to order spare parts
conveniently through a simple WhatsApp message.

Furthermore, the report explores the efforts made to expand Baba Automobiles' customer reach
beyond Hyderabad. By visiting existing customers and establishing connections with potential
partners in nearby districts like Kurnool and Warangal, the internship explored the feasibility
of replicating the successful delivery system and competitive pricing strategies in new markets.

This report serves as a testament to the transformative power of customer-centric approaches

in the automotive spare parts industry. It showcases the effectiveness of market research in
identifying unmet needs and the impact of implementing solutions that prioritize convenience
and efficiency. By analysing the internship's successes and the proposed recommendations for
future growth, the report offers valuable insights for Baba Automobiles and similar businesses
looking to optimize customer experience and expand their reach in a competitive market.

1
 2. ABOUT BABA AUTOMOBILES
Baba Automobiles is a leading retail and wholesale shop for four-wheeler engine spare parts.
They are situated at ‘15-1-478/7, ground floor, integrity tej towers, Old Feel Khana, Hyderabad,
Telangana- 500012’ and can be contacted at +91 90003 22741 to place orders or connect with
a representative.

Figure 1: Baba Automobiles

2
 Figure 2: Photo of Mr. Sunil Dealing with a Customer.

Their commitment to quality products, competitive pricing, and exceptional customer service
has earned them a reputation as a leading player in the Hyderabad automotive spare parts
industry. Baba Automobiles prides itself on a huge inventory that addresses the intricate needs
of everyone looking for spare parts for their four-wheeler vehicles. Their shelves are always
stocked with essential parts like:

• Piston: The main function of a piston is as a receiver for combustion pressure. It

is a component located in the cylinder block area.

3
 Figure 3: Piston Manufactured by Mahindra & Mahindra (in Packaging).

Figure 4: Piston.

• Piston ring: It is an expandable split ring used to provide a seal around the piston
when it is installed in the engine cylinder.

4
 Figure 5: Piston Ring Manufactured by Maruti Suzuki (in Packaging).

Figure 6: Piston Ring

• Cylinder Liner: It is a thin-walled hard metal cylinder inserted into a cylinder

block of an engine and in which the piston runs. A cylinder liner plays an
important role in the internal combustion engines by providing a smooth sliding
surface for the piston’s reciprocating motion.

5
 Figure 7: Cylinder Liner Manufactured by Goetze (in Packaging).

Figure 8: Piston Liner.

• Timing belt: It is a rubber belt with hard teeth that interlock with the cogwheels
of the crankshaft and the camshafts.

6
Figure 9: Timing Belt.

7
• Other high demand products:

Figure 10: Cylinder Head Gasket Manufactured by Maruti Suzuki (in Packaging).

Figure 11: Tapped Packing Manufactured by Maruti Suzuki.

8
Figure 12: Connecting Rod Manufactured by Maruti Suzuki (in Packaging).

Figure 13: Connecting Rod.

9
Figure 14: Main Bearing Manufactured by Gleitlager (in Packaging).

Figure 15: Main Bearing.

10
Baba Automobiles has become a trusted source for keeping vehicles running smoothly by
selling products manufactured by world’s leading manufacturers like:

• Mahindra & Mahindra

Figure 16: Logo of the Brand Mahindra & Mahindra.

• Maruti Suzuki

Figure 17: Logo of the Brand Maruti Suzuki.

• Kirloskar

Figure 18: Logo of the Brand Kirloskar.

11
• Goetze

Figure 19: Logo of the Brand Goetze.

• Usha

Figure 20: Logo of the Brand Usha.

• India Pistons Limited

Figure 21: Logo of the Brand India Pistons Ltd.

12
• Benara

Figure 22: Logo of the Brand Benara.

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 3. MARKET RESEARCH
Every successful business understands that the foundation of sales and marketing strategies lie
in a deep understanding of customer needs and market dynamics. Recognizing this, the initial
phase of my internship at Baba Automobiles focused on conducting a detailed market research
within Hyderabad and Secunderabad.

3.1. METHODOLOGY
3.1.1. Customer Surveys

Well-designed questionnaires were distributed to a variety of customers, ranging from

individual car owners to representatives from automobile repair shops to local spare part
retailers.

These questionnaires explored various aspects of their experience with Baba

Automobiles, including:

• Friendliness of the staff

• Preferred methods for acquiring the goods:
o Physical store visits
o Online ordering
• Product quality
• Pricing
• Help in finding the right parts (based on vehicle, size,
etc.)
• Product returnability

3.1.2. Competitor Analysis

A thorough analysis of Baba Automobiles’ competitors was conducted. This analysis

was aimed at identifying potential gaps in the market and opportunities for Baba
Automobiles to stand out from the rest of the dealers. This included evaluating
competitors’ product range, pricing, and customer service.

3.2. Findings

It was observed that our retail customers did not care as much about the staff friendliness as did
our wholesale customers.

Most of our customers preferred to place their orders via WhatsApp and have them delivered
directly to their doorstep rather than physically visit the store.

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 PREFERRED PURCHASING METHOD

18%

82%

ORDER ONLINE VISIT THE STORE

Figure 23: Percentage of Customers who Prefer to Order Online Vs. Customers who Prefer to Visit the Store.

We also observed that most of our competitors were not offering door delivery system for their
retail customers and that these customers were willing to pay an extra sum of money for delivery
and save their time.

PURCHASING METHODS OFFERED BY

COMPETITORS
2%

98%

OFFERING DOOR DELIVERY PHYSICAL VISITS ONLY

Figure 24: Percentage of Baba Automobiles' Competitors Already Offering Door Delivery.

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 4. DOOR-TO-DOOR DELIVERY SYSTEM
IMPLEMENTATION
A clear need for door delivery system was discovered from the market research. To cater to this
need of the customers, we decided to implement a system. This system was developed mainly
for the retail customers of the twin cities of Hyderabad and Secunderabad.

4.1. System Development

4.1.1. Streamlined Ordering Process

We established a user-friendly ordering process. Customers were asked to place their

orders via text messages on WhatsApp, eliminating the need for physical visits, or even
phone calls. For orders that required help in finding the right product, the customer could
share a photo of the part that needed to be replaced in their vehicle.

4.1.2. Delivery Network Establishment

We established a network of reliable delivery partners to ensure prompt and efficient

delivery of spare parts within the twin cities of Hyderabad and Secunderabad.

4.1.3. Communication Strategy

A clear communication strategy was implemented to keep our customers informed

during each step of the process. We shared confirmation messages with our customers
at every step.

4.2. Final System

Upon receiving an order, our team quickly calculates the total amount of the order and shares
it with the customer. As soon as the customer gives a go-ahead on their order, we share our
payment QR code allowing them to pay online, allowing a hassle-free experience along with
promoting the Digital India Movement launched by the Government of India. Upon receiving
payment confirmation and their location (using WhatsApp Current Location feature, or Google
Maps), we quickly pack their order and send it out with one of our trusted delivery partners.
We also share an order tracking link with the customer along with the contact details of the
delivery executive to ensure a peace of mind for the customer and enable a smoother delivery
process.

4.3. Impact and Customer Feedback

Firstly, our customers appreciated the convenience and timesaving purchasing experience
delivered to them through the new system.

Secondly, we observed a 33% growth in sales among the retail customers of the twin cities of
Hyderabad and Secunderabad after implementing the delivery system.
16
Among all orders received, from local retail customers, post implementation of the door-to-
door delivery system, 58% orders were received online, and the rest were by physical store
visits.

ORDERING TREND UPON IMPLEMENTATION

OF THE DELIVERY SYSTEM

42%

58%

PHYSICAL STORE VISIT ONLINE ORDER

Figure 25: 58% of Total Orders were Received Online Right After Implementation of the Door Delivery.

Lastly, implementation of this system improved the brand perception of Baba Automobiles.
Customers noticed that they are heard, and that solidified Baba Automobiles’ position as a
customer-centric business.

17
 5. CUSTOMER OUTREACH IN NEARBY DISTRICTS AND
CITIES
In the next phase of my internship at Baba Automobiles, I visited nearby districts to meet and
interact with our existing customers as well as potential future customers in those areas.

5.1. Building Relationships

Initially, I travelled to Kurnool and Warangal, two famous cities/districts in the states of Andhra
Pradesh and Telangana.

• Gathering Customer Feedback: I directly interacted with the existing

customers of these two districts to gain their insights regarding the
customer service and their purchasing experience from Baba
Automobiles. I found that our current clients are very impressed by the
service they receive from Baba Automobiles. Some major factors
affecting their experience were prompt responses from our team, better
prices than our competitors, and shorter delivery times.

FACTORS

RESPONSE RATE PRICING DELIVERY TIME

Figure 26: Factors Affecting Customer Experience in Nearby Districts.

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 Figure 27: National Auto Mobiles, Warangal.

Figure 28: Bharat Automobiles, Kurnool.

• Identifying Potential Customers: Upon visiting these districts, I found

variety of new retailers, and automotive repair shops. I approached these
parties to introduce them with Baba Automobiles and the services
provided by us.

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 Figure 29: Taj Motors, Kurnool.

Figure 30: S.R. Automobiles, Warangal.

Visiting these parties personally (existing customers and potential future customers) resulted in
happier and more satisfied customers as they were left with even more assurance of Baba
Automobiles’ extensive product range, pricing, delivery methods, and reliable service.

Positive feedback from these site visits motivated my employer to send me to more nearby
districts and cities. As a result, I was sent to Karimnagar, Mehboobnagar, Bangalore, Delhi, and
Pune to meet with our existing clients there and to find new clients. Upon visiting these districts
and cities, I implemented the same methods I had already implemented in Warangal and
Kurnool to increase Baba Automobiles’ rapport among existing customers and awareness,
among others.

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 Figure 31: H.N. Auto Mobiles, Siddipet.

In Pune, Delhi, and Bangalore, we targeted only retail shops as potential customers of Baba
Automobiles as small orders were not feasible to fulfil in these cities, hence leaving out all the
repair shops.

Figure 32: Nath Motors and Spares, Pune.

21
 Figure 33: Balaji Auto Spare Parts, Delhi.

Figure 34: H.S.A. Automobiles, Bangalore.

5.2. Challenges

• Understanding local language

• Building trust with new partners

5.3. Learnings

• Importance of personal relationships

• Limited access to specialised parts in districts like Karimnagar, and
Mehboobnagar

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• Customers in small districts value more for money than time and are
willing to travel till Hyderabad to purchase rather than paying extra for
delivery.

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 6. KEY LEARNINGS AND RECOMMENDATIONS
6.1. Market Research is Crucial

Conducting thorough research is vital to understand customer needs and market dynamics. The
knowledge and results gained from the initial surveys were crucial to the growth of Baba
Automobiles’ sales. Through the extensive market research, we understood that in the twin
cities of Hyderabad and Secunderabad, most of our customers chose convenience within reason;
we also understood that in the nearby districts like Warangal and Kurnool, our retail customers
preferred lower costs (by avoiding delivery charges) and visited the store themselves to make
their purchase over ordering online.

Another reason for the parties in the nearby districts choosing to visit the shop themselves is
that once they are in the city of Hyderabad and in the Begum Bazar area, market of automobile
spare parts, they are free to explore more shops, compare the prices, and eventually end up
saving more money.

6.2. Delivering on Customer Needs is Crucial

The retail customers located in the twin cities of Hyderabad and Secunderabad wanted to have
the products delivered to their doorstep and upon delivering on this need, the overall sales of
Baba Automobiles skyrocketed in a very short time.

We implemented a system where our customers only must send a message on WhatsApp to
confirm their order and pay the bill. After which we take over and promptly pack and dispatch
their orders with a trusted delivery partner.

6.3. Convenience Drives Sales

Within the twin cities of Hyderabad and Secunderabad, a massive boom in sales was observed
upon implementation of the door-to-door delivery system. This system eradicated the hassle of
even speaking with a shop representative to order and receive their order. In order to establish
a trust among the customers, we keep them updated during each step of the process and also
share the contact details of our delivery partner along with a link to track their package.

This convenience to the customers increased the sales of Baba Automobiles massively in a very
short duration of time.

6.4. Building Relationships Matters

The customer outreach program in nearby districts and cities highlighted the significance of
building and maintaining strong relationships with customers. Visiting the customers personally
and interacting with them increased their trust in doing business with us. It also enabled us to
introduce ourselves and business methodologies with new customers and expanding the
company’s horizon.

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6.5. Future Prospects to be Considered by Baba Automobiles
6.5.1. Develop a User-Friendly Online Platform

Developing a comprehensive e-commerce platform (website/application) would enable

the customers to browse Baba Automobiles’ extensive product catalogue, place orders
free of any hassle, track their packages in real-time, and access essential information
any time of the day (24/7). This would significantly improve ease of access, and comfort
leading to greater customer satisfaction which in fact would lead to more sales and
growth of the company.

6.5.2. Invest in a robust Inventory Management System

A robust inventory management system would enable the executives of Baba

Automobiles to track their stock in real time, minimizing the risk of stockouts, and
enabling them to fulfil orders at a faster pace. This would improve customer satisfaction
and will also ease stock management.

This inventory management system could encompass features such as:

6.5.2.1.Centralized Inventory Management

Keeping possibility of future expansion in mind, a central inventory

management system would allow the executives of Baba Automobiles to
manage their stock over all locations (multiple stores, warehouses) from one
place.

6.5.2.2.Real-Time Stock Update

The system must be equipped to update stock levels in real-time as soon as

orders are fulfilled, or new stock is purchased and unpacked. This would ensure
display of accurate information on the e-commerce platform and prevent
customer frustration due to misleading inventory data.

6.5.2.3.Reorder Alerts

The system can be set to alert the executives when a particular product in their
inventory drops below a certain quantity. This would allow the executives of
Baba Automobiles to place orders in a timely manner and avoid stock outages.

6.5.3. Listing Products on Already Existing E-Commerce Platforms

Executives of Baba Automobiles can leverage the already available e-commerce

websites like Amazon, Flipkart, IndiaMart, etc. to list their products and expand their
customer reach using the delivery gateway provided by some of these platforms.

6.5.3.1.About Flipkart
25
Flipkart is an Indian e-commerce platform that could provide Baba Automobiles
to expand their services to all over India and potentially take over previously
unexplored parts of the country.

Figure 35: Logo of Flipkart.

Figure 36: Flipkart's Alternate, and Smaller Logo.

6.5.3.2.About Amazon

Amazon is an American multinational technology company that would offer an

e-commerce platform for Baba Automobiles to potentially expand their business
to an international scale.

Figure 37: Logo of Amazon.

26
 Figure 38: Amazon's Alternate and Smaller Logo.

6.5.3.3.About IndiaMart

IndiaMart is yet another Indian e-commerce platform like Flipkart but the key
difference between the two is that IndiaMart allows purchase of goods in bulk.
This would enable Baba Automobiles to establish a wholesale market over the
web.

Figure 39: IndiaMart's Logo.

27
 7. PERSONAL AND PROFESSIONAL GROWTH
This internship at Baba Automobiles helped me take a deep dive into the real world and
understand how the market and the customers’ needs change from one place to another.

Prior to this internship, my understanding of market research was purely theoretical where I
thought that a bunch of questions are handed out to the recipients/customers and their answers
would make sense in the first look but while implementing this theoretical knowledge into
practice, from creating the questionnaire to compiling the data to making sense of that data and
converting it into information, I learnt about the mentality of a customer.

I understood that every customer has a different and unique need but the factors affecting their
needs were more or less the same. Customers in some regions preferred convenience over cost
while the opposite was true for the customers in other regions. This displayed how the mindset
and requirements of a person changes upon slightly changing the factors that affect their
decision making.

Gaining hands-on experience in conducting market research taught me how to formulate

effective questionnaires, interpret customer feedback, and identify key trends within the market.

Along with understanding the needs of the customers, I also understood how to tackle the
competitive nature of the market. I came to understand that the pricing at which goods are sold
must not be set at the convenience of anyone but should tackle head-to-head with the pricing
offered by competitors. It is also essential to learn about the competitors’ product stock as a
shortage in their stock would result in sales of the same product at a higher price.

This internship also improved my communication skills as the visits to other districts and cities
led to interaction with a diverse range of people including people from different backgrounds,
different nature of businesses, and cultural differences as well. I learned to tailor my
communication style and effectively convey complex information to different audiences.

I also learned that building and maintaining relations with the customers is extremely important
as that helps building a good reputation in the market and a good reputation leads to higher
sales and profits. These relations can be forged through amazing customer service and customer
satisfaction.

The implementation of the door-to-door delivery system tested and further honed my problem-
solving skills. I learned how to break down a complex task into manageable steps, delegate
responsibilities effectively, and monitor progress toward achieving the project’s goals.

28
 8. CONCLUSION
This internship at Baba Automobiles served as a transformative experience, bridging the gap
between theoretical knowledge and practical application. Throughout the 4-month journey, my
focus was on a customer-centric approach which yielded booming results in terms of improved
customer experience.

The initial market research proved to be invaluable as it uncovered a strong customer desire for
convenience within the twin cities of Hyderabad and Secunderabad. We addressed this need
head-on by implementing the door-to-door delivery system which increased customer
satisfaction, and overall sales.

Outside Hyderabad and Secunderabad, things were very different as customers there wished for
cheaper products over convenience. However, visiting these clients in person improved their
perception of Baba Automobiles significantly and either forged new relationships or
strengthened the ones that were already established.

29
 BIBLIOGRAPHY
• "Customer Satisfaction Guaranteed" by Joseph M. Basinger.
• "The Service Quality Handbook" by A. Parasuraman, Valarie A. Zeithaml, and Leonard
L. Berry.
• "Developing a Customer Satisfaction Survey: A Guide for Businesses"
(https://smallbusiness.chron.com/).
• "The Importance of Customer Satisfaction in the Automobile Industry"
(https://www.researchgate.net/publication/220637013_A_Study_of_Customer_Satis
faction_of_an_Automotive_Company_in_Malaysia).
• Google Forms (https://docs.google.com/forms/u/0/).
• QR Code Generator (https://www.the-qrcode-generator.com/?lng=en).
• Google Sheets (https://docs.google.com/spreadsheets/u/0/).
• https://www.blaylock-gasket.com/the-difference-between-gaskets-and-
seals.html#:~:text=is%20a%20Gasket%3F-
,Gaskets%20seal%20a%20connection%20between%20two%20components%20or%2
0flanges%20that,commonly%20used%20as%20static%20seals.
• https://wuling.id/en/blog/autotips/getting-to-know-car-pistons-their-functions-and-
causes-of-
damage#:~:text=The%20car%20piston%20is%20a,be%20forwarded%20to%20the%2
0crankshaft.
• https://courses.washington.edu/engr100/Section_Wei/engine/UofWindsorManual/Pist
on%20and%20Piston%20Rings.htm#:~:text=A%20piston%20ring%20is%20an,load%
2C%20and%20other%20dynamic%20forces.
• https://en.wikipedia.org/wiki/Crankshaft#:~:text=A%20crankshaft%20is%20a%20me
chanical,blue)%20and%20flywheel%20(black)
• https://www.collinsdictionary.com/dictionary/english/valve-
spring#:~:text=A%20valve%20spring%20is%20a%20spring%20that%20closes%20a
%20valve,enough%20to%20close%20the%20valves.
• https://vatire.com/car-maintenance-tips/everything-you-need-to-know-about-timing-
belts/#:~:text=The%20timing%20belt%20is%20a,in%20time%20with%20the%20pist
ons.
• https://www.collinsdictionary.com/dictionary/english/cylinder-
liner#:~:text=Definition%20of%20'cylinder%20liner'&text=A%20cylinder%20liner%
20is%20a,in%20which%20the%20piston%20runs.
• https://testbook.com/mechanical-engineering/cylinder-liner-definition-construction-
and-
types#:~:text=Cylinder%20liners%20serve%20a%20crucial,glide%20smoothly%20al
ong%20its%20surface.

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