ACKNOWLEDGEMENT

We wish to acknowledgment the help of all those who have provided me information,
guidance and other help during our training period. Without their help it would have been
difficult for us to have reached this state of completion of our project report.

We are very thankful to MR. VIPUL and MR AMOL SIR for giving me their valuable

advice and guidance towards fulfillment of the project. In writing this project report, we have

drawn on thoughts from a variety of discipline that has bearing on the different facts of the

topics.

We would like to give heartily thanks to IMED, Pune to give us an opportunity to learn
something practical apart from books by including the in-plant training in our MBA
PROGRAM.

We are also thankful to all our family members and our friends who are help to make this
project successfully.
 EXECUTIVE SUMMARY

Indian retail sector is witnessing one of the most hectic Marketing activities of all
times. The companies are fighting to win the hearts of customer who is ‘God’ said by the
business tycoons. There is always a ‘first mover advantage’ in an upcoming sector. Here, that
advantage goes to “BAJAJ ALLIANZ” and its collaboration with various retail sectors like
Reliance and CROMA Ltd. It has brought about many changes in the buying habits of people
from using cash to cashless and taking financial aid. It has created formats, which provides all
items under one roof at low rates, or so it claims! In this project, we have studied the
transformational journey of the customer’s experience from with cash to cashless.

The project titled ‘A research study on changing customer experience from cash to
finance’ helps us to understand the effect of promotional strategy undertaken by Bajaj Allianz
on their consumer durable services which is responsible for attracting customers towards
increase of sales in CROMA. This study is helpful to the management to improve the present
promotional strategy so that more and more customers may opt for availability of easy EMI
and other funding for consumer sales.

During the project I have analyzed major financial areas of Bajaj with its peer group and
observed their trend with respect to the Industry trend which helped me to gain better insight
of market condition of these companies. All major schemes and policies was explained which
can be provided to the customers. My practical work started with placing me at CROMA Store,
Phoenix mall, where I have learned basic things about consumer durable goods and how it is
offered to customers initially with officials from Baja team. I had to go daily from morning
11:00 am to evening 8:00 pm. Where I have to deal with the customer and tell them about 0%
finance plan, benefits of EMI card which is available easily on almost all brands of consumer
durable goods. Time to Time I have asked the customers for their suggestions and feedback to
improve this service in better way. This process helped me to understand customer behavior
and a way to approach them. As customers are of different types with different attitude, so
overall this experience was good for me.
 INDEX

Chapter TOPIC PAGE

No. No.
ACKNOWLEDGEMENT I
EXECUTIVE SUMMARY II