Executive summary

There has been dramatic modification in transportation industry

people use different types of two wheelers & four wheelers for
their different preferences like safety, speed, reliability, average,
outlook etc. Companies are now faced with an increasing number
of tactical options that must be efficiently and effectively applied
to an increasing number of service variations for the other
company.

Companies can outperform competition only if they can go about

winning customer by meeting & satisfying customer needs. So,
customers satisfaction after sales & before sales is become
important for any particular four-wheeler company.

This project is completely highlight on customer satisfaction in

term of after sales service offered by Empire Motors Pvt. Ltd.
Jabalpur as it is essential for every company to check practically
that customers are whether satisfied or not with workshop
services.
Concept
 Company Profile
Tata Motors Limited (formerly known as TELCO (TATA
Engineering and Locomotive Company), (NYSE: TTM) - is India's
largest passenger automobile and commercial vehicle
manufacturing company. It is a part of the Tata Group, and has
its headquarters in Mumbai, Maharashtra.

One of the world's largest manufacturers of commercial vehicles

and known for its hatchback passenger vehicle Tata Indica, Tata
Motors has its manufacturing base in Jamshedpur, Lucknow,
Pune and Singur. The OICA ranked it as the world's 21st largest
vehicle manufacturer, based on figures for 2006.

Tata Motors was established in 1945, when the company began

making trains. Tata Motors was first listed on the NYSE in 2004.
Tata Motors gained Rs. 320 billion during 2001-2006 which was
among the top 10 corporate profits in India. In 2004 it also
bought Daewoo's truck manufacturing unit, now known as Tata
Daewoo Commercial Vehicle, in South Korea. In March 2005, it
acquired a 21% stake in Hispano Carrocera SA, giving it
controlling rights in the company. On 10 January 2008, Tata
Motors launched their much awaited Tata Nano, noted for its Rs
100,000 price-tag, at Auto Expo 2008 in Pragati Maidan, Delhi.
 Topic Description
Topic description

After sales service refers to various processes which

make sure customers are satisfied with the products
and services of the organization. The needs and
demands of the customers must be fulfilled for them
to spread a positive word of mouth
The customer has always been right, and now, more
than ever, the customer is king. Given the state of the
economy and the increased availability of product
comparison information, a key sales differentiator is
the consumer experience. In a buyer's market, it is
critical to ensure that customers leave the purchase
situation confident with their choice and satisfied with
the service and attention they received.
It will benefit a company's sales organization and its bottom
line to start thinking more about how to influence and increase
customer satisfaction. Many compensation plans drive
representatives simply to "hit their number." While this is
undeniably important, it might make sense to complement the
plan with a metric that assesses a customer's satisfaction with
the sales experience and ultimate purchase decision. This can
help prevent buyer's remorse, improve product retention and
generate a more positive customer experience, all of which can
help bolster sales.

What Is the Best Way to Measure Customer Service?

While it is easy to decide that customer satisfaction is
important, thinking through fully how and when to measure it
is much more involved. If an organization decides to base part
of its sales reps' pay on customer satisfaction, it must make
sure that the approach to measuring satisfaction is sound,
understood clearly by the reps and consistent with company
strategy. Measures of customer satisfaction should be accurate
and timely, focus on areas that are key to the company's
success and provide line of sight between an employee's efforts
and the incentive payout.
 Role
A sale is the first step to increasing your sales, not the last.
Providing good after-sales service shows your customers you want
to build a long-term relationship with them, earn their loyalty and
keep their business.

Many successful businesses use after-sales service strategies to

consolidate sales, build customer relationships and grow their
profits. Providing after-sales service keeps your customers coming
back to you and encourages them to refer your business to others.
After-sales service includes what you do at the point of sale,
including your customer service and selling techniques. It also
includes how you follow up after the customer has left, such as
providing follow-up contact and effectively dealing with
complaints.

This project highlights the importance of after-sales service and

explains customer service techniques that will help you build better
relationships with TATA customers.
 Current Scenario
In the current scenario, positive word of mouth plays an
important role in promoting brands and products.
After sales service makes sure products and services meet or
surpass the expectations of the customers.
After sales service includes various activities to find out whether
the customer is happy with the products or not? After sales
service is a crucial aspect of sales management and must not be
ignored.

After sales service plays an important role in customer

satisfaction and customer retention. It generates loyal
customers.
Customers start believing in the brand and get associated with
the organization for a longer duration. They speak good about
the organization and its products.

A satisfied and happy customer brings more individuals and

eventually more revenues for the organization.
 Future Prospect
In the future, both cars and spare parts will be
sold using an omni channel strategy which will
combine the brick and click formats and will
leverage mega trends of big data and
connectivity to make the shopping experience
most customised and personalised. INDIAN
OEMs are leading the way in terms of digitization
in car retailinga major element considered for
all of their future retailing programs. North
American OEMs are still evaluating the retailing
scenario and will mainly improve in-store
digitization over the coming years.
 Conclusion
Based on the project, it can be concluded that the significant factors
involved in after-sales service are delivery, installation and warranty.
It can be seen that customers really rely on the prompt delivery of
the products, the installation response to be according to
specification and requirement, and with the assurance of good
quality products that are guaranteed for a certain period of time.
When all these all three factors are being looked at professionally
and efficiently, the reputation of the company will be enhanced and
this will make the TATA company much talked about among the
consumers and competitors. To the manufacturers, the three factors
in after-sales service are of utmost importance to build a long lasting
profitable relationship with the existing customer. Such relationship
will create a strong loyal customer base that will give the TATA
Motors a competitive edge for future survival.
 Bibliography
Books

Philip Kotler, Marketing Management (11th Edition) Peason Education,

New Delhi. [Page no. 58]

Nargundkar Rajendra (2005), Marketing Research, Tata McGraw-Hill,

New Delhi.

Donald R. Copper Pamela S. Schinler Business Research Methods [8th Edition] McGraw-Hill, New Delhi. [Page no. 64, 65,
81,146,663]

Richard M. Hill, Ralph S. Alexander, James S. Crisis, Industrial Marketing (4 th Edition) Publication AITBS. [page no 188]

Thompson Strickland, Strategic Mgt. Concepts & Cases (12th Edition)

Publication Tata McGraw Hill Edition. [Page no. 143-144]

Thomas L. Wheelen, David Hunger, Kish Rangarajan Strategic Mgt. & Business Policy Publication Pearson Education
[page no 86]

Website

www.chevrlet.com/automobile/industrygrowth.html

www.indiamart.com/production.html