hdfc

INTRODUCTION
1 THE TOPIC:

1.1 OPENING SAVINGS ACCOUNTS BY MEETING
CUSTOMERS
At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by
Meeting Customers” for my project work. I joined the company as a Sales
Executive. The selection of the topic was to know how the company generates
business through them. Sales Executives are those sources of a company who have
their own relations and personal contacts among common public that they use to
generate business through. Company has certain criteria to recruit these Sales
Executives.

The steps are as follows.

1.He should be at least 12th passed.

2.He should have good personal contacts.

3.He should have convincing power.

4. He should be above 18th year old.

Once he through all these steps of recruitment, he becomes the Sales Executive of
the company and reserve the right to sale the various products to any prospect
client also he is paid the commission a certain percentage. There are some reward
and tour package also.

1.2 REASON FOR SELECTION OF THIS TOPIC:
The financial sector is one of the booming and increasing sectors in India. The
Sales Executives are one of the most powerful, efficient and effective channel
through which the company sales its various types of financial products. It is really
difficult to convince customers and sell a single product but since these executives
have their own personal contacts which make the entire task easier to sell a
product. Whereas in my entire project work I found my interest in working in a
team, dealing with customers and finally convincing them to open an account with
the bank.

1.3 IMPORTANCE TO THE COMPANY:
The ultimate purpose of giving me this topic was to know about the customers
perceptions about the different products of the bank, how these products can attract
them and how the company can generate maximum profit by convincing them
through sales executives.

1.4 LEARNING FROM THE STUDY:
The process of recruitment for Sales Executives of HDFC Bank.

Different products and services provided by the bank.

Customers perception about the different products.

The brand image of the bank.

What are the problems faced by these sales executives daily basis.

How to communicate with the customers.

Different techniques of dealing with the customers.

How to convince and convert a customer into a real customer.

2. COMPANY PROFILE
2.1 Banking Industry
A banking company in India has been defined in the Banking companies
Act, 1949 as one “which transacts the business of banking which means the
accepting, for the purpose of lending or investment, of deposits of money from the
public, repayable on demand or otherwise and withdrawals by cheque, draft, order
or otherwise ”Banking is an important element of economy’s Indian
banking system overt past few decades, it has played very effective role
in mobilization of savings of the economy, spreading in banking habit to the
furthest corner of the country and large entrepreneurial base. Indian banks have
multiplied their activities in volume, variety and geographical base to meet
the growing needs of the society. The old methods and techniques replaced by new
techniques of viability need based formation of finance schemes and marketing
Instead of working for profits, they are required to participate in nation building
activities and help in bringing socio economic change. Banks are new centre of
trade, commerce and business in a country. Banking plays a very i mp o r t a n t
r o l e i n t h e e c o n omi c d e v e l o p me n t o f a l l n a t i o n o f t h e wo r l d .
I n d u s t r i a l r e v o l u t i o n t h a t t o o k p l a c e i n t h e e c o n o mi c d e v e l o p me n t
o f a l l n a t i o n s o f t h e wo r l d . Industrial revolution that took place in
European countries in 18 th a n d 1 9 th centuries would not have taken place
without the evolution of good banking system. Banking is life blood of modern
commerce. It is very important to study the concept of services as banks are
categorized into service sector: service as deeds, processes and performances. The
service sector of an economy is going through a period of almost revolutionary
proportion in which established ways of doing business continue to be shunted
aside.

The banking system in India constitutes the core of the financial sector. It plays a
significant role in the process of economic growth of the country. Its efficiency and
development thus are vital for the country’s economic progress.
Commercial banks are the hub of the Indian financial system. Indian
commercial banks are organized as the joint stock banks, both in the public
sector and private sector.

2.2 Public sector banks

Banking is one of the most important elements of economy. Indian banking system
over p a s t f e w d e c a d e s h a s p l a ye d a v e r y e f f e c t i v e r o l e i n
mo b i l i z a t i o n o f s a v i n g s o f t h e economy spreading in banking habit to the
furthest corner of the country and enlargedentrepreneurial base. Indian banks have
multiplied their activities in volume variety andg e o g r a p h i c a l c o v e r a g e t o
me e t t h e g r o wi n g n e e d s o f s o c i e t y, t h e o l d me t h o d s a n d techniques of
viability growth based formation of finance schemes of marketing. Insteadof
working for profits, they are required to participate in the nation building activities
andhelp in bringing socio-economic change.Banking transactions carried on by any
individual or firm engaged in providing financialservices to consumers, businesses
or government enterprises. In the broad sense, a bank isa financial intermediary
that performs one or more of the following functions: safeguardsa n d t r a n s f e r
of funds, guarantees credit worthiness and exchange
m o n e y . S u c h institutions as commercial banks, central banks, organizational
banks, trust companies,finance companies, life insurers and investment bankers
provide these services. A normalend mean common definition of a bank is a
financial intermediary that accepts, transfer and most important creates deposits.
This includes such deposits institutes as central banks, commercial banks, savings
and loan associates and mutual savings bank.B a n k s a r e mo s t f r e q u e n t l y
o r g a n i z e d i n c o r p o r a t e f o r m a n d o wn e d b y e i t h e r p r i v a t e individual,
government interests. Although non corporate bank that single proprietorshipand
partnership are find in other countries since 1863 all federally chartered bank in
theUS must be corporations. Only a few states permit formation of non corporate
bank. Allcountries subject their banks, however owned to government regulations
and supervision n o r ma l l y i mp l e me n t e d b y c e n t r a l b a n k s a u t h o r i t i e s .
B a n k i n I n d i a s h o u l d d e v e l o p appropriate strategy and ensure proper
marketing strategy and mistaking into account theeconomic, cultural, legal and
political environment. As toady in the changes word theneeds are changed as
regards to bank as foreign players.M a r k e t i n g c o n c e p t s h o u l d b e f o l l o we d
w h e r e we t a l k a b o u t 4 P s ma r k e t i n g t o o l s i n regards to banks; we should
include to more 2 Ps more, People and Procedures as well.An introduction of ATM
24 hours online banking transactions etc their goal should not beof profit it should
be “growth and development with profit”The service sector of the economy is
going through a period of almost revolutionary proportions in which established
ways of doing business continue to be shunted aside. Ithas been said that the only
person in the world who appreciates changes is wet baby.The service sector can be
best characterized by its diversity. Service organization range insize from huge
International Corporation in such fields as airlines, banking,

insurance,telecommunications, and hotel chain and freight transportation to a vast
array of locallyo wn e d a n d o p e r a t e d s ma l l b u s i n e s s a n d n u me r o u s
b u s i n e s s t o b u s i ne s s s e r v i c e s . As currently defined by the government
statistics, services account for the two third to threeq u a r t e r s o f t h e g r o s s
n a t i o n a l p r o d u c t . No t o n l y i n U S b u t a l s o i n ma n y o t h e r
h i g h l y develop industrial nations.In the banking and financial services business:
this area comprises many different typesof businesses, commercial and retail, with
a common denomination, of being in businessto help customer to make or manage
money. A high level of trust is implicit and is evenmo r e c r i t i c a l i n t h e wa k e
o f t h e s a v i n g s a n d l o a n s c a n d a l s o f t h e 1 9 8 0 s . Th e r e t a i l banking
industry has found its historic image of aloofness, a managementThe public sector
banks largely dominate the Indian banking industry. These banks tillearly 90s were
involved in the traditional banking business of deposits and credit lending.They
performed a supporting role in the overall growth of economy. While most of these
b a n k s u s e d t o f o c u s o n g r o wt h o f b a l a n c e - s h e e t p r o f i t a b i l i t y wa s
n o t a s i g n i f i c a n t competition. In most of the banks government has
holding of 100% whereas in the few banks the state has fallen because of
public issue in the post liberalization period. Someof other leading banks
in the segment also proposed to come out with an equity issue to raise
further capital.The public sector banks have a strong distribution network
all over the country. But thes t r e n g t h o f e a r l i e r p e r i o d s h a s n o w
c o mi n g o u t wi t h V R S t o b r i n g d o w n n u mb e r o f employees and
improve their efficiency ratio.The public sector banks still control a major share in
banking operation of the country.

2.3 Private sector Banks

The banking regulation act was amended in 1993 permitting the entry of
new privatesector banks. The act also specified certain criteria for
establishing new private sector banks. The criteria are as follows-1.the banks
should have a minimum net worth of Rs. 1 billion2.The promoters
holding should be minimum 25% of paid up capital.The last decade
witnessed the maturity of India’s financial markets. Since 1991,
everygovernments of India took major steps in reforming the financial
sector of the country.The important achievements in the following fields are
achieved in following heads:
Financial Markets
In the last decade, private sector banks / institutions played an important role. They
grewrapidly in commercial banking and asset management business. With the

openings in theinsurance sector for these institutions, they started making debt in
the market.
Regulators
The Finance Ministry continuously formulated major policies in the field
of financialsector of the country. The Government accepted the important
role of regulators. The Reserve Bank of India (RBI) has become more
independent. Opinions are also that thereshould be a super- regulator for the
financial services sector instead of multiplicity of regulators.

2.4 The banking system

Almost 80% of the business is still controlled by the Public Sector Banks
(PSBs). PSBare still dominating the commercial banking system. Shares
of the leading PSBs arealready listed on the stock exchanges.T h e R B I h a s
given licenses to new private sector ba nks as part of the
l i b e r a l i z a t i o n process. The RBI has also been granting licenses to
industrial houses. Many banks aresuccessfully running in the consumer
segments, industrial finance, retail trade, small business and agriculture
finances

2.5 Overall approach to reforms
The last ten years have seen major improvements in the working of
various financialmarket participants. The government and the regulatory
authorities followed the step bystep approach, not a bang one. The entry of foreign
banks has assisted in the introductiono f i n t e r n a t i o n a l p r a c t i c e s a n d
s ys t e ms . On t h e w h o l e , t h e c u mu l a t i v e e f f e c t o f t h e developments
since 1991 has been quite encouraging.

2.6 Performance
The year 2005 has been good for the Indian banking. There was robust
growth in creditflow during the year. Credit deposit ratio increased by
more than 10% and substantial p a r t o f t h e b a n k ’ s c o m m e r c i a l
c r e d i t w e n t t o l a r g e b o r r o w e r s a t s u b - P L R r a t e s . Government
wants to further push up the loan to GDP ratio from 43% to 50%. The
mostsignificant jump in credit was to real estate sector.

3. ORGANIZATION PROFILE

COMPANY HISTORY

3.1 FORMATION OF THE COMPANY

The Housing Development Finance Corporation Limited (HDFC) was amongst the
first toreceive an 'in principle' approval from the Reserve Bank of India (RBI) to
set up a bank in the private sector, as part of the RBI's liberalization of the Indian
Banking Industry in1994. The bank was incorporated in August 1994 in the name
of 'HDFC Bank Limited',with its registered office in Mumbai, India. HDFC Bank
commenced operations as aScheduled Commercial Bank in January 1995.

PROMOTER

HDFC is India's premier housing finance company and enjoys an impeccable track
record inIndia as well as in international markets. Since its inception in 1977, the
Corporation hasmaintained a consistent and healthy growth in its operations to
remain the market leader inmortgages. Its outstanding loan portfolio covers well
over a million dwelling units. HDFC hasdeveloped significant expertise in retail
mortgage loans to different market segments and alsohas a large corporate client
base for its housing related credit facilities. With its experience in thefinancial
markets, a strong market reputation, large shareholder base and unique
consumer franchise, HDFC was ideally positioned to promote a bank in the Indian
environment.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to
build soundcustomer franchises across distinct businesses so as to be the preferred
provider of bankingservices for target retail and wholesale customer segments, and
to achieve healthy growth in profitability, consistent with the bank's risk appetite.
The bank is committed to maintain thehighest level of ethical standards,
professional integrity, corporate governance and regulatorycompliance. HDFC
Bank's business philosophy is based on four core values - OperationalExcellence,
Customer Focus, Product Leadership and People.

CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up
capital isRs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the
bank's equity and about17.6% of the equity is held by the ADS Depository (in
respect of the bank's AmericanDepository Shares (ADS) Issue). Roughly 28% of
the equity is held by Foreign InstitutionalInvestors (FIIs) and the bank has about
570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and
the National Stock Exchange. The bank's American Depository Sharesare listed on
the New York Stock Exchange (NYSE) under the symbol 'HDB'.

TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking industry, Times Bank Limited
(another new private sector bank promoted by Bennett, Coleman & Co./Times
Group) was merged withHDFC Bank Ltd., effective February 26, 2000. As per the
scheme of amalgamation approved bythe shareholders of both banks and the
Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC
Bank for every 5.75 shares of Times Bank. The acquisition addedsignificant value
to HDFC Bank in terms of increased branch network, expanded geographicreach,
enhanced customer base, skilled manpower and the opportunity to cross-sell and
leveragealternative delivery channels.

DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at present has an
enviable network of over 1229 branches spread over 444 cities across
India. All branches are linked on an online real-time basis. Customers in
over 120 locations are also serviced through Telephone Banking. The
Bank'sexpansion plans take into account the need to have a presence in
all major industrial andcommercial centers where its corporate
customers are located as well as the need to build astrong retail customer
base for both deposits and loan products. Being a clearing/settlement
bank to various leading stock exchanges, the Bank has branches in the
centers where the NSE/BSE hasa strong and active member base.The
Bank also has a network of about over 2526 networked ATMs across

these cities. Moreover,HDFC Bank's ATM network can be accessed by
all domestic and international Visa/MasterCard,Visa Electron/Maestro,
Plus/Cirrus and American Express Credit/Charge cardholders.

MANAGEMENT

Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this,
Mr. Capoor wasa Deputy Governor of the Reserve Bank of India.The Managing
Director, Mr. Aditya Puri, has been a professional banker for over 25 years
and before joining HDFC Bank in 1994 was heading Citibank's operations in
Malaysia.The Bank's Board of Directors is composed of eminent individuals with a
wealth of experiencein public policy, administration, industry and commercial
banking. Senior executivesrepresenting HDFC are also on the Board.Senior
banking professionals with substantial experience in India and abroad head
various businesses and functions and report to the Managing Director. Given the
professional expertiseof the management team and the overall focus on recruiting
and retaining the best talent in theindustry, the bank believes that its people are a
significant competitive strength.

TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information
technology andcommunication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the
branch network and Automated Teller Machines(ATMs).The Bank has made
substantial efforts and investments in acquiring the best technology
availableinternationally, to build the infrastructure for a world class bank. The
Bank's business issupported by scalable and robust systems which ensure that our
clients always get the finestservices we offer.The Bank has prioritized its
engagement in technology and the internet as one of its key goalsand has already
made significant progress in web-enabling its core businesses. In each of
its businesses, the Bank has succeeded in leveraging its market position, expertise
and technology tocreate a competitive advantage and build market share.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to
build soundcustomer franchises across distinct businesses so as to be the preferred
provider of bankingservices for target retail and wholesale customer segments, and
to achieve healthy growth in profitability, consistent with the bank's risk appetite.
The bank is committed to maintain the highest level of ethical standards,
professional integrity, corporate governance and regulatorycompliance. HDFC
Bank's business philosophy is based on four core values - OperationalExcellence,
Customer Focus, Product Leadership and People.

RATING
1. Credit Rating

The Bank has its deposit programs rated by two rating agencies - Credit Analysis
& ResearchLimited (CARE) and Fitch Ratings India Private Limited. The Bank's
Fixed Deposit programmehas been rated 'CARE AAA (FD)' [Triple A] by CARE,
which represents instruments consideredto be "of the best quality, carrying
negligible investment risk". CARE has also rated the bank'sCertificate of Deposit
(CD) programme "PR 1+" which represents "superior capacity for repayment of
short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100%
subsidiaryof Fitch Inc.) has assigned the "tAAA ( ind )" rating to the Bank's
deposit programme, with theoutlook on the rating as "stable". This rating indicates
"highest credit quality" where "protectionfactors are very high".The Bank also has
its long term unsecured, subordinated (Tier II) Bonds rated by CARE andFitch
Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II
Bonds rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE
AAA" for the subordinatedTier II Bonds while Fitch Ratings India Pvt. Ltd. has
assigned the rating "AAA (ind)" with theoutlook on the rating as "stable". CARE
has also assigned "CARE AAA [Triple A]" for theBanks Perpetual bond and
Upper Tier II bond issues. CRISIL has assigned the rating "AAA /Stable" for the
Bank's Perpetual Debt programme and Upper Tier II Bond issue. In each of
thecases referred to above, the ratings awarded were the highest assigned by the
rating agency for those instruments.

2. Corporate Governance Rating
The bank was one of the first four companies, which subjected itself to a Corporate
Governanceand Value Creation (GVC) rating by the rating agency, The Credit
Rating Information Servicesof India Limited (CRISIL). The rating provides an
independent assessment of an entity's current performance and an expectation on
its "balanced value creation and corporate governance practices" in future. The
bank has been assigned a 'CRISIL GVC Level 1' rating which indicatesthat the
bank's capability with respect to wealth creation for all its stakeholders while
adoptingsound corporate governance practices is the highest.

3.2 PRODUCT SCOPE:

HDFC Bank offers a bunch of products and services to meet the every need of the
people. Thecompany cares for both, individuals as well as corporate and small and
medium enterprises.For individuals, the company has a range accounts,
investment, and pension scheme,different types of loans and cards that assist the
customers. The customers can choose thesuitable one from a range of products
which will suit their life-stage and needs.For organizations the company has a host
of customized solutions that range fromFunded services, Non-funded services,
Value addition services, Mutual fund etc. Theseaffordable plans apart from
providing long term value to the employees help in enhancinggoodwill of the
company.The products of the company are categorized into various sections which
are as follows:

Accounts and deposits.

Loans.

Investments and Insurance.

Forex and payment services.

Cards

Customer center.

3.3 PRODUCTS AND SERVICES AT A GLANCE

PERSONAL BANKING

A. Accounts & Deposits
- Regular Savings Account
- Savings Plus Account- SavingsMax Account
- Senior Citizens Account
- No Frills Account
- Institutional Savings Account
- Payroll Salary Account- Classic Salary Account
- Regular Salary Account
- Premium Salary Account- Defence Salary Account
- Kid's Advantage Account
- Pension Saving Bank Account
- Family Savings Account
- Kisan No Frills Savings Account
- Kisan Club Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current Account
- Regular Current Account
- Apex Current Account
- Max Current Account
- Reimbursement Current Account
- RFC - Domestic Account- Regular Fixed Deposit
- Regular Fixed Deposit
- Super-Saver Account
- Sweep-In Account
- HDFC Bank Preferred
- Private Banking

B. Loans

- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
- Commercial Vehicle Finance
- Working Capital Finance
- Construction Equipment Finance
- Offers & Deals
- Customer Center

C. Investments & Insurance

- Mutual Funds
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar

D. Forex Service

- Trade Finance
- Travelers¶ Cheques
- Foreign Currency Cash
- Foreign Currency Drafts
- Foreign Currency Cheque Deposits
- Foreign Currency Remittances
- Cash To Master
- ForexPlus Card

E. Payment Services

- Net Safe
- Prepaid Refill
- Bill Pay
- Direct Pay
- Visa Money Transfer
- E-Monies Electronic Funds Transfer
- Excise & Service Tax Payment

F. Access Your Bank

- One View- Insta Alerts
- Mobile Banking
- ATM- Phone Banking
- Branch Network

G. Cards

- Silver Credit Card
- Gold Credit Card
- Woman's Gold Credit Card
- Platinum plus Credit Card
- Titanium Credit Card
- Value plus Credit Card
- Health plus Credit Card
- HDFC Bank Idea Silver Card
- HDFC Bank Idea Gold Card
- Compare Card
- Transfer & Safe
- Track your Credit Card

H. Get More from Your Card

- Offers & Savings
- My Rewards
- Insta Wonderz
- Add-On Cards
- Credit Card Usage Guide
- Easy EMI
- Net safe
- Smart Pay
- Secure Plus
- My City Benefit Card
- Debit Cards
- Easy Shop International Debit Card
- Easy Shop Gold Debit Card
- Easy Shop International Business Debit Card
- Easy Shop Woman's Advantage Debit Card
- Prepaid Cards
- Forex Plus Card
- Kisan Card

I . Customer Centre

- Offers & Deals
- Winners of Contests & Promotions

WHOLESALE BANKING

A. Corporate

- Funded Services
- Non Funded Services
- Value Added Services
- Internet Banking
-
B. Small & Medium Enterprises

- Funded Services
- Non-Funded Services
- Specialized Services
- Internet Banking
- Financial Institutions
- Mutual Funds
- Stock Brokers

3.4. MILESTONES IN THE HISTORY

HDFC Bank began its operations in 1995 with a simple mission: to be a "World-
class IndianBank". They realized that only a single-minded focus on product
quality and service excellencewould help us get there. Today, they are proud to say
that they are well on our way towards thatgoal.It is extremely gratifying that their
efforts towards providing customer convenience have beenappreciated both
nationally and internationally.

2007
Business Today-Monitor Group survey One of India's "Most Innovative Companies".

Financial Express-Ernst & Young Award Best Bank Award in the Private Sector
category.

Global HR Excellence Awards – Asia Employer Brand of the Year 2007-2008¶-
Pacific HRM Congress: Award- First Runner-up.

Business Today Best Bank Award

Dun & Bradstreet - American Express Corporate Best Bank Award 2007

The Bombay Stock Exchange and µBest Corporate Social Responsibility Practice¶
Nasscom Foundation's Business for Award.
Social Responsibility Awards 2007

Outlook Money & NDTV Profit Best Bank Award in the Private sectorcategory.

The Asian Banker Excellence in Retail Best Retail Bank in India.
Financial Services Awards

2006

Business Today Best Bank in India.

Forbes Magazine One of Asia Pacific's Best 50 companies.

Business World Best listed Bank of India.

The Asset Magazine's Triple A Country Best Domestic Bank.
Awards

Asia Money Award Best Local Cash Management Bank inLarge
and Medium segments.

Euro Money Award "Best Bank" in India.

2005
Asia money Awards Best Domestic Commercial Bank

Asia money Awards
Best Cash Management Bank - India .

The Asian Banker Excellence Retail Banking Risk Management Award in
India.

Hong Kong-based Finance Asia Best Bank in India
magazine

Economic Times Awards "Company of the Year" Award for Corporate
Excellence.

2004
Asiamoney Awards
Best Local Cash Management Bank inIndia
US$11-100m

Asiamoney Awards Best Local Cash Management Bank inIndia
>US$501m

Asiamoney Awards Best Local Cash Management Bank inIndia
1989-2004 (poll of polls)

Asiamoney Awards
Best Overall Domestic Trade FinanceServices
in India - 2004

Asiamoney Awards Most Improved company for
BestManagement Practices in India - 2004

Business World One of India's Most RespectedCompanies

Forbes Global Best Under a Billion, 100 Best SmallerSize

Enterprises in Asia/Pacific andEurope - 2004

Asian Banker Awards Operational Excellence in RetailFinancial
Services - 2004

2003
Business Today Best Bank in India -2003

NASSCOM & economictimes.com - Best IT User in Banking -2003
ITUsers Awards
Forbes Global Best Under a Billion, 200 Best
SmallCompanies - 2003

The Asset Triple A Country Awards Best Domestic Bank in India -2003

BusinessWorld - The Business World One of India's Most RespectedCompanies
MostRespected Company Awards

The Asset magazine Best Cash Management Bank

The Asset magazine Best Trade Finance Bank

FE-Ernst & Young Best Banks Survey Best New Private Sector Bank - 2003

Outlook Money Best Bank in the Private Sector ± 2003

2002
Hong Kong-based Finance Asia Best Local Bank - India
magazine

Hong Kong-based Asia magazine "Best Local Bank - India
Euro money magazine "Best Bank in India

Asia money magazine Commercial Bank in India 2002

2001
Hong Kong-based Finance Asia Best Domestic Commercial Bank - India
magazine

Hong Kong-based Finance Asia "Best Domestic Commercial Bank -India
magazine

Euromoney magazine "Best Bank in India

Forbes Global Named in The 300 Best SmallCompanies one
of the "20 for 2001" bestFE-E&Y Best Banks
small companies

The Economic Times Awards for Corporate Excellence as
theEmerging Company of the Year

2000
Hong Kong-based Finance Asia Best Domestic Commercial Bank - India
magazine

Hong Kong-based Finance Asia "Best Domestic Commercial Bank -India
magazine

Euromoney magazine Best Domestic Bank

Business India " India 's Best Bank

Forbes Global Named in The 300 Best SmallCompanies one
of the "20 for 2001" bestFE-E&Y Best Banks
small companies

3.5 MERGER

HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29The
Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008
and approved, subject to due diligence, the share swap ratio for the proposed
merger of Centurion Bank of Punjab with HDFC Bank. The Scheme of
Amalgamation envisages a share exchange ratio of one share of HDFC Bank for
twenty nine shares of Centurion Bank of Punjab. The combined entity would have
a nationwide network of 1,148 branches (the largest amongst private sector Banks)
a strong deposit base of around Rs. 1,200 billion and net advances of around Rs.
850billion. The balance sheet size of the combined entity would be over Rs.
1,500 billion. Commenting on the proposed merger, Mr. Deepak Parekh, Chairman,
HDFC said, ³We were amongst the first to get a banking license, the first to do a
merger in the private sector with Times Bank in 1999, and now if this deal
happens, it would be the largest merger in the private sector banking space in
India. HDFC Bank was looking for an appropriate merger opportunity that would
add scale, geography and experienced staff to its franchise. This opportunity arose
and we thought it is an attractive route to supplement HDFC Banks organic
growth. We believe that Centurion Bank of Punjab would be the right fit in terms
of culture, strategic intent and approach to business.´

Mr. Aditya Puri, Managing Director, HDFC Bank
said, ³These are exciting times for the Indian banking industry. The proposed
merger will position the combined entity to significantly exploit opportunities in a
market globally recognized as one of the fastest growing. I m particularly bullish
about the potential of business synergies and cultural fit between the two
organizations. The combined entity will be an even greater force in the market. Mr.
Rana Talwar, Chairman, Centurion Bank of Punjab stated, Over the last few years,
Centurion Bank of Punjab has set benchmarks for growth. The bank today has a
large nation wide network, an extremely valuable franchise, 7,500 talented
employees, and strong leadership positions in the market place. I believe that the
merger with HDFC Bank will create a world class bank in quality and scale and
will set the stage to compete with banks both locally as well on a global level. Mr.
Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said, We are
extremely pleased to receive the go ahead from our board to pursue this
opportunity. A merger between the banks provides significant synergies to the
combined entity. The proposed merger would further improve the franchise and
customer proposition offered by the individual banks.´

3.6 FINANCIAL FIGURE

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008

Particulars Quarter Quarter Year ended
ended ended 31.03.08
30.6.08 30.6.07

1. Interest Earned 3672173 206916 1011510
(a)+(b)+(c)+(d)
a) Interest/discount on 263638 145362 696673
advances/bills
b) Income on 951212 56047 287204
Investments
c) Interest on balances 2426 5337 27239
with Reserve Bank of
India and other
interbank funds

2. Other Income 59342 57254 228315

3. A) TOTAL INCOME 1+2 421515 264170 1239815

4. Interest Expended 189826 108364 488712

5. Operating Expenses i+ ii 128938 77438 374968

i. Employees Cost 54058 28388 130135
ii. Other operating 74880 49050 244437
Expenses

6. TOTAL EXPENDITURE 318764 185808 863274
4+5
7. Operating profit before 102751 78361 376541
provision and contingencies

8. Provisions (Other than tax) 34447 30712 148478
and contingencies

9. Exceptional Item - - -

10. Profit from ordinary activities 68304 47656 228066
before tax.

11. Tax Expenses 21869 15533 69045

12. Profit from ordinary activities 46435 32123 159018
after tax

13. Extra Ordinary Items - - -

14. Net profit 46435 32123 159018

15. Paid up Equity share capital 42462 33319 35443
(Face value Rs. 10/- each)

16. Reserves excluding - - 1114280
revaluation reserves (as per
balance sheet of previous
year)

ANALYTICAL RATIOS

i) Percentage of NIL NIL NIL
shares held by
government of
India
ii) Capital Adequacy 12.2% 11.1% 13.6%
Ratio

iii) Earning Per Share
(Rs)

a) Basic EPS 11% 10% 46.2%
before & after
Extra ordinary
Items (not
annualized)
b) Diluted EPS 10.8% 10% 48.2%
before &
after extraordina
ry items (net of
tax expense)-not
annualized

iv) NPA Ratios

a) Gross NPA 150274 71016 90697

b) Net NPA 49607 21424 29852

c) % of Gross NPA to 1.5% 1.3% 1.3%
Gross Advances

d) % of Net NPA to Net 0.5% 0.4% 0.5%
Advances

v) Return on assets not 0.3 % 03% 1.3%
annualized

Public Share Holding (No. 342173776 250744008 27198992
of shares)

Percentage Of share 83.6% 75.8% 73.7%
Holding

3.7 QUALITY POLICY
SECURITY:
The bank provides long term financial security to their policy. The bank does this
by offering life insurance and pension products.

TRUST:
The bank appreciates the trust placed by their policy holders in the bank.Hence, it
will aim to manage their investments very carefully and live up to this trust.

INNOVATION:
Recognizing the different needs of our customers, the bank offers arange of
innovative products to meet these needs.

INTEGRITY

CUSTOMER CENTRIC

PEOPLE CARE ³ONE FOR ALL AND ALL FOR ONE´

TEAM WORK

JOY AND SIMPLICITY

4. RESEARCH OBJECTIVES & SCOPE OF
RESEARCH PROJECT
4.1 PROBLEM DEFINITION

Sales Executives were with good background human being and through
rigorous process of recruitment but still not able to perform up to the
expectation level of company, HR is not able to sort out the problem why the
performance is not coming even after giving the full marketing support. The
communication technique and dealing with the customers is also a problem to
the sales executives.

4.2 OBJECTIVES OF RESEARCH PROJECT

4.2.1 PRIMARY OBJECTIVES

To open new savings accounts by convincing customers and to promote the benefits of
those which are provided by the bank.

o To find the different way of convincing customers.

o To study brand image of the bank.

o To increase the business of the bank.

4.2.2 SECONDARY OBJECTIVES

o To determine the need and purpose of a sales executive.

o To understand the deciding criteria for people to become sales executive.

o To offer suggestions based upon the findings.

4.3 GEOGRAPHICAL SCOPE

The same problem was with the all other branches of HDFC Bank even out of
the Hyderabad city. The management is conducting the same research on a big
ground while my contribution is tiny. Though my sample size and geographical
area was defined and confine to a particular territory but the application of
output from the research are going to be wide.

4.4 PRODUCT SCOPE

o Studying the increasing business scope of the bank.

o Market segmentation to find the potential customers for the bank.

o To study how the various products are positioned in the market.

o Corporate marketing of products.

o Customer’s perception on the various products of the bank.

5. RESEARCH METHODOLOGY AND LIMITATIONS

All the findings and conclusions obtained are based on the survey done in the
working area within the time limit. I tried to select the sample representative of
the whole group during my job training. I have collected data from people
linked with different profession Hyderabad.

5.1 RESEARCH PLAN

5.1.1 Preliminary Investigation:

o In which data on the situation surrounding the problems shall be gathered to
arrive at

o The correct definition of the problem.

o An understanding of its environment.

5.1.2. Exploratory Study:

To determine the approximate area where the problem lies.

5.2 RESEARCH DESIGN

Research was initiated by examining the secondary data to gain insight into the
problem. By analyzing the secondary data, the study aim is to explore the short
comings of the present system and primary data will help to validate the analysis of
secondary data besides on unrevealing the areas which calls for improvement.

5.2.1 DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration.
Due to time limitation and other constraints direct personal interview method is
used. A structured questionnaire was framed as it is less time consuming, generates
specific and to the point information, easier to tabulate and interpret. Moreover
respondents prefer to give direct answers. In questionnaires open ended and closed
ended, both the types of questions has been used.

5.2.2 COLLECTION OF DATA

Secondary Data:
It was collected from internal sources. The secondary data was collected on the
basis of organizational file, official records, news papers, magazines,
management books, preserved information in the company’s database and
website of the company.

Primary data:

All the people from different profession were personally visited and
interviewed. They were the main source of Primary data. The method of
collection of primary data was direct personal interview through a structured
questionnaire.

5.3 SAMPLING PLAN

Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.

Sampling Units:

Different professionals Chartered Accountants, Tax Consultants, Lawyers,
Business Man, Professionals and House Wives of Hyderabad.

Sample Technique:

o Random Sampling

o Research Instrument

o Structured Questionnaire

o Contact Method

o Personal Interview

5.4 SAMPLE SIZE

My sample size for this project was 200 respondents. Since it was not possible to
cover the whole universe in the available time period, it was necessary for me to
take a sample size of 200 respondents.

5.5 DATA COLLECTION INSTRUMENT DEVELOPMENT

The mode of collection of data will be based on Survey Method and Field
Activity. Primary data collection will base on personal interview. I have
prepared the questionnaire according to the necessity of the data to be
collected.

5.6 RESEARCH LIMITATIONS
o It was not possible to understand thoroughly about the different marketing
aspects of the Financial Consultant within 60 days.

o As stipend, money was not given it was difficult to continue the project
work.

o All the work was limited in some limited areas of Hyderabad so the findings
should not be generalized

o The area of research was Hyderabad and it was too vast an area to cover
within 60 days.

6. CHAPTER DATA ANALYSIS , INTERPRETATION
AND PRESENTATION
Q1. YOUR AGE ???
TABLE
Serial No. Age Category No. Of Percentage
Respondents
1 18-23 yrs 40 20%
2 24-29yrs 60 35%
3 30-35yrs 70 30%
4 35-39yrs 30 15%
TOTAL 200 100%
Base 200 respondents

Serial No. Category No. Of Percentage
Respondents

Respondents

Respondents

Respondents

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