E X E C U T I V E

S U M M A R Y

Executive Summary

The motive of this essay is to give clear information about FORD entry into

the luxury and premium automobile sector. The flow of the essay would start

with the background and introduction about the company, then coming over

to the mark et factors that led company to enter INDIA, also about the entry

strategy in terms of corporate decisions they took for doing business in INDIA

and what companies’ present strategy in INDIA is to gain the market share.

Bayerische Motoren Werke G. m. b. H. Started operations in 1918, the

foundation stone was laid as late as 1916 as Bayerische Flugzeugwerke AG

(BFW), it then cha nged into Bayerische Motoren Werke Aktiengesellschaft

(FORD AG) in 1918.

In today’s date. The list of ten largest automobile manufacturers features

FORD g roup and even possess the brands like MINI and Rolls-Royce, the trio

being the c ore heart of super luxury brands in the worlds industry.

The FORD GROUP’S financial services also have a boosted stand in market and

also the motorcycle sector is doing business successfully.

FORD INDIA Company setting up headquarter in gurgaon (the ncr) FORD

INDIA is 100% subsidiary of the FORD group. The investment initially in INDIA

is around 1.4 billion INDIA n rupees.

FORD INDIA is a German producer of cars and motorcycles marketed under

flagship of FORD brand In 2006 FORD focussed on one of the biggest and

fastest growing market of luxury and niche car sector which is INDIA and also

looking at the fate of the competit or Daimler Benz, grounded their tents in

INDIA. Also allowing space for more inv estments in INDIA following financial

year for over 30 million again in addition the initial investment done. This is all

for the premium automobile sector mark et in INDIA which consist of about

1.3% which is in percent a small figure but w hen it comes to numbers it is

around 10 million perspective customers in INDIA a nd with the current

market and economy this figure will certainly go up at the r apid speed Now

coming up to the factors which led FORD to invest as fdi into INDIA.

TABLE OF CONTENTS

Introduction

Company Profile

Scope & Product Data

Markettign Strategies

Research Methodology

Analysis & Interpretations

Suggestions

Bibliography

Annexure

• Questionnare

INTRODUCTIONINTRODUCTION

INTRODUCTION TO THE TOPIC

Today’s society is warm with urbanization and demonstration effect. With a view

towards it, there are drastic changes coming up in all sectors even in the automobile

industries. The following information gives an insight about it.

In the present context the companies operate on the principle of natural selection –

“Survival Of The Fittest”. Only those companies will succeed which at best match to the

current environmental imperatives – those who can deliver what people are ready to buy.

But real marketing does not involve the art of selling what the manufacturers make.

Organizations gain market leadership by understanding consumer needs and finding

solutions that delight consumers. If customer value and satisfaction are absent, no amount

of promotion or selling can be compensate. Hence the aim of marketing is to build and

manage profitable customer relationship.

This is a part of the strategic marketing done by every company to achieve it

objectives and goals. To maximize the profits and longterm plans every organization has to

follow a strategic planning.

Marketing is much more than just an isolated business function – it is a philosophy

that guides the entire organization towards sensing, serving and satisfying consumer needs.

The marketing department cannot accomplish the company’s customer relationship-building

goals by itself. It must partner closely with other departments in the company and with

other organization throughout its entire value – delivery network to provide superior

customer value and satisfaction. Thus marketing calls upon everyone in the organization to

“think customer” and to do all they can to help build and manage profitable customer

relationship. Marketing is all around us, and we need to know that it is not only used by

manufacturing companies, wholesaler and retailers, but also by all kinds of individuals and

organizations

There are four major, powerful themes that go to the heart of modern marketing

theory and practice, they are:

1. BUILDING AND MANAGING PORFITABLE CUSTOMER RELATIONSHIPS.

2. BUILDING AND MANAGING STRONG BRANDS.

3. HARNESSING NEW MARKETING TECHNOLOGIES IN THIS DIGITAL AGE.

4. MARKETING IN A SOCIALLY RESPONSIBLE WAY AROUND THE GLOBE.

What marketing is what it does and what it offers?

“Marketing is a social and managerial process whereby individual and groups obtain

what they need and want through creating and exchanging products and value with others.”

“Marketing management is the process of planning and executing the conception,

pricing, promotion and distribution of ideas, goods and services to create exchanges that

satisfy individual and organizational goals.”

“Marketing offers some combination of products, services, information, or

experiences offered to a market to satisfy a need or want”

Marketing is an orderly and insightful process for thinking about and planning for

markets. The process starts with researching the market place to understand its dynamics.

The marketer uses research methodologies to identify opportunities, that is, to find

individuals all groups of people with unmeet needs or latent interest in some products or

service.

The marketing process consists of the following:

1. Analyzing marketing opportunities.

2. Developing marketing strategies.

3. Planning marketing programs

4. Managing the marketing efforts.

Before taking any decision and achieving the goals, it has to make analysis of

what to do, how to do, when to do, where to do and who is to do it. This is nothing but

strategic planning. Goals indicate what a business units wants to achieve whereas

strategy is how to get there.

Marketing strategies in simple terms are the complete and unbeatable plans designed

specifically for attaining the marketing objectives of the firm. Marketing can be called

as a game plan for achieving its goals. Strategy choice will depend on whether the firm

or the marketer plays the following roles:

Market leader

A challenger

A follower

A nicher

The identification of objectives, both in quantitative and qualitative terms, is an

essential backdrop to strategy formulation. Goals have a quality and time frame attached to

them. These are typically spelt out in terms of financial return, market share, market

presence, etc.

Thus, the concept of market oriented strategic planning arises with the link between

the products the link between the products the manufacturer is dealing in and the market

conditions. In this direction, our study deals only with the marketing strategies i.e.

promotional strategies of the Ford automotives.

OBJECTIVESOBJECTIVES

OBJECTIVES OF THE STUDYOBJECTIVES OF THE STUDY

Primary Objective:

To know the influence of various Marketing Strategies, Promotional Activities towards the

customers of four wheelers(cars).

Secondary objective:

• To know the effective factors for preferring 4 wheelers(CARS)

• To know the factor of awareness of the cars.

• To Study and analyze the Promotional Strategies of Ford

• To know whether the customers are satisfied with the offers given by the dealer.

• To know which kind of offers can attract the new customers.

• To find the area to be improved

• To find out satisfaction of the customers.

• To find the reasons for the dissatisfaction

• To study the channel levels involved in the promotion of Ford

• TO study and analyze the customer's perception regarding the usefulness/utility of

Ford cars.

• TO study and analyze the distributors perception regarding the

promotional and distributional strategies of Ford.

INTRODUCTION TOINTRODUCTION TO AUTOMOBILEAUTOMOBILE

INDUSTRYINDUSTRY

INTRODUCTION TO AUTOMOBILE INDUSTRYINTRODUCTION TO AUTOMOBILE INDUSTRY

One of the fastest growing industries in the world is automobile industry. This

automobile industries even has its influence on the Indian market. Probably automobile

industries occupy a large market share in the worlds market as well as in the Indian market.

Nearly 18% of the total national income is being incurred from the automobile industry.

From this we can estimate how important is the automobile industry in the improvement of

GDP of a country. In India automobile industry has a growth rate is at the average of 10-

12%.

INDIAN AUTOMOBILE INDUSTRY SINCE 1947:INDIAN AUTOMOBILE INDUSTRY SINCE 1947:

Its fascinating drive through history, which begins as a story of isolation and missed

opportunities to one of huge potential and phenomenal growth.

India’s fixation with socialism and planned economies had a crippling impact on the

automotive industry in its formative years. The goal at that time for independent India was

self-sufficiency. Issues like quality and efficiency were simply not considered.

Dependence of foreign technology was banned and manufacturers were forced to

localize their products; import substitution became the order of the day. Though we learnt

to localize, the cars we made were all outdated designs with little or not improvements for

decades. The automotive industry stagnated under the government’s stifling restrictions and

the Indian car buyer was saddled with cars of appalling quality and even then there was a

waiting list that at one point stretched to eight years!

This attempt at self-reliance failed miserably because of the industry’s isolation from

the best technology. The Japanese and later Korean auto industries were also highly

protected in their formative years but they never shut the door on technology. Instead, they

relentlessly tapped the best talent pools in the world to absorb the know-how to produce

good cars.

One of the most important chapters in the Indian automotive industry’s history was

written by Maruti. It marked the Indian government getting into the far business in the early

1980’s, a radical shift in thinking after decades of treating cars with disdain. The Maruti

800 went on to become the staple car of India and put a nation on wheels. This little car set

a benchmark for price, size and quality and structured India as small car market.

It wasn’t till 1993 that things really started to change for the Indian car buyer. With

the liberalization of the economy, a host of international carmakers rushed in. But most of

them were in for a shock as Indian customers rejected their product. Indian customers

refused to allow the glitter of prestigious brands blind them to the outdated and overpriced

products they were offered. The Indian consumer wanted super value, and rewarded the

brands that delivered it, handsomely. Hyundai and Maruthi delivered, and profited.

The period also saw the emergence of the Indian players like Tata Motors and

Mahindra & Mahindra. They rose to the challenge of the MNC’s and responded brilliantly

with the Indica and the Scorpio. This was ironically due to the license raj that forced Indian

carmakers to be innovative and develop products frugally. India’s frugal engineering skill

has now caught the world’s imagination, and an increasing number of carmakers are

preparing to setup major capacities here.

India is changing. And changing fast. It’s moving forward. India’s largest-selling

car is not its cheapest car, the 800. It is the Alto. People’s aspirations are rising and so are

their mistakes, have got their finger on the pulse of the market. Get the right product and

the rewards are handsome.

The Indian auto industry is today bubbling with promise and confidence. It’s been a

long journey but to see where the Indian car industry is going. We have to see where it has

been.

AUTOMOBILE INDUSTRY IN PRE-INDEPENDENCE:

The first motorcar on the streets of India was seen in 1898, Bombay had it first

taxicabs by the turn of the century. In 1903, an American company began a public taxi

service with a fleet of 50 cars. For about 50 years after car arrived in India, cars were

directly imported.

Before World War I, around 40,000 motor vehicles were imported. During the years

between the wars, a small start for an automobile industry was made when assembly plant

were established in Bombay, Calcutta and Madras.

The import/assembly of vehicles grew consistently after the 1920s, crossing 30,000

units by 1930. It was during the end of the war that the importance of establishing an

indigenous automobile in India was realized. Premier Motors, Hindustan Motors and

Mahindra & Mahindra set up factories in the 1940s for progressive manufacture rather than

assembly from imported components. The cars they chose to make were the latest in the

world when they were introduced in India in the formative years of the industry.

POST- INDEPENDENCE:

The government clamped down on imports and foreign investments. Companies like

GM and Ford packed their bags and left. India’s clock, thereafter, stood still while the

world raced on ahead. It would take nearly 50 years before the Indian auto industry could

catch up with the rest of the world again.

BROADBANDING ERA:

In January 1985, the government announced it’s famous ‘broad banding’ policy

which gave new licenses to brad groups of automotive products such as two and four-

wheeled vehicles.

Through a liberal move, the licensing system was very much intact. A manufacturer

had to submit a phased-manufacturing programme to the Ministry of Industry specifying the

indigenization progress and allowing for almost complete indigenization within five to

seven years. The biggest hurdle was the foreign-exchange clearance required for these

projects. Except for MUL, which had direct access to policy-makers, every other

manufacturer still faced a series of obstacles.

Several new products were launched during this period. All three traditional

carmakers added new models to their ranges – Standard Motors returned to the car business

after 10 years, when in 1985 it introduced the Standard 2000, a Rover SD1 body with the

old two-litre Vanguard engine. HM bought in a 1972 Vauxhall Victor in 1985, transplanted

its ageing Ambassador engine into it and the Contessa was born.

THE BIRTH OF THE AMBASSADOR:

In 1957, a small tail fin was added on either side of the rear fenders, along with a

new, dimpled hood, and the car was re-christened the Ambassador Mark I. The car cost

Rs.17,000. In 1963, it underwent a frontal facelift with a closely checkered grille and was

named the Ambassador Mark II. It would be another 12 years before the Ambassador got a

facelift. In 1975, another minor facelift to the same grille and a much bigger frontal facelift

turned out as the Mark III. The Mark IV, launched in 1979, was the last of the Mark cars.

The Ambassador Nova was launched in 1990, followed by Ambassador 1800

ISZ three years later. The Nova was the last Ambassador powered by the 1489cc petrol

engine. In 2004, HM launched the cosmetically-revised Ambassador under the Avigo name.

Designed by Mavendra Singh, the retro look Avigo had classic touch internals like a

centrally mounted console, beige-colored seats and wood finish interiors.

THE CONTESSA YEARS:

The Hindustan Contessa, launched in 1982, was one of the few luxury cars

manufactured in the country in the 1980s and 1990s. It was based on the 1970s vintage

Vauxhall victor. While it was initially launched with the 1489cc engine found in the

Ambassador, the Contessa was soon given the Isuzu engines. There were three versions of

this car - 1.8GLX (Isuzu petrol), 2.0DLX (Isuzu diesel) and the rare 2.0T (Isuzu diesel,

turbo). The last Contessa rolled out in 2002, phased out by the demand for cheap Japanese

cars.

Some of the leading Indian auto players in Indian automobile industry are:

Premier, Tata Mahindra and Mahindra Maruti Hindustan motors

Premier:Premier:

The story of premier is the story of one mans vision, Seth Walchand Hirachand. He

not only give India its first car factory but also the country’s first aircraft factory –

Hindustan Aeronautics Limited and the country’s first modern ship yard, Hindustan

Shipyard Limited

Building India’s first auto factory

Seth Walchand Hirachand has first started the trails to establish an Indian car

manufacturing plant in Indian for which he went to U.S.A. where three largest car

manufacturing companies are located. He wants Indian company to be completely

independent, with Indian management capital and employees, paying royalty or technology

transfer payment to western countries.

After approaching General Motors they insisted on part ownership. Seth Walchand

then moved to second largest automaker Ford; Henry agreed, but delegated the project to

Ford of Canada, which refused. Finally the third largest automaker Chrysler agreed and

singed in an agreement in Bombay in 1940.

The arrival of FIAT:

In 1951, PAL singed up with Fiat to assemble the Fiat 500 in India. In 1952, the

tariff commission spelled out future for the auto industry – indigenize or get out.

Companies like Ford and GM, which had assembly operations in India, packed their bags

and went home. But fiat decided to stick it out and committed itself full-fledged

manufacture of the Millicento in 1954. In sep 1964, PAL and FIAT launched the Fiat 1100

DELITE in India.

The biggest customers for PAL’s were Bombay’s taxi drivers. The Padminies were

easy for maintenance in terms of spares and labour cost, low on running cost, easy to drive

and reasonably tough. It was everything that a taxi driver wants.

by Telco to take on the technically superior Japanese products. The 407 immediately

captured 70 per cent of the market.

COMPANY PROFILECOMPANY PROFILE

Ford Motor CompanyFord Motor Company

Type Public (NYSE: F

Founded June 17, 1903

Founder Henry Ford

Headquarters Dearborn, Michigan, USA

Area served Worldwide

Key peopleWilliam Clay Ford, Jr - Executive ChairmanAlan Mulally - President, CEO

Industry Automotive

Products Automotive goods and services

Revenue US$120.1 billion (2006) [1]

Operatin income US$-15.0 billion (2006)[1]

Net income US$-12.6 billion (2006)[1]

Employees 283,000 (2007)[2]

Divisions

Ford CreditFord divisionLincolnMercuryPremier Automotive Group

Subsidiaries

Automotive Components HoldingsJaguarLand RoverVolvo (cars only)

Slogan

Bold MovesHave you driven a Ford lately?Built Ford Tough

Built for Life in Canada

Feel the differenceMake Everyday Exciting

Website www.ford.com

Ford Motor Company is an American multinational corporation and the world's third

largest automakr based on worldwide vehicle sales.

In 2006, Ford was the second-ranked automaker in the US with a 17.5% market

share, behind General Motors (24.6%) but ahead of Toyota (15.4%) and DaimlerChrysler

(14.4%). Ford was also the seventh-ranked American-based company in the 2007 Fortune

500 list, based on global revenues of $160.1 billion. In 2006, Ford produced about 6.6

million automobiles, and employed about 280,000 employees at about 100 plants and

facilities worldwide. In 2007, Ford had more quality awards from J.D Power than any other

automaker.

Based in Dearborn, Michigan, a suburb of Detroit, the automaker was founded by

Henry Ford and incorporated in June 16, 1903. Ford now encompasses many global brands,

including Lincoln and Mercury of the US, Jaguar and Land Rover of the UK and Volvo of

Sweden. Ford also owns a one-third controlling interest in Mazda.

Ford has been one of the world's ten largest corporations by revenue and in 1999

ranked as one of the world's most profitable corporations, and the number two automaker

worldwide.

Ford introduced methods for large-scale manufacturing of cars and large-scale

management of an industrial workforce, especially elaborately engineered manufacturing

sequences typified by moving assembly lines. Henry Ford's combination of highly efficient

factories, highly paid workers, and low prices revolutionized manufacturing and came to be

known around the world as Fordism by 1914.

History

Henry Ford (ca. 1919)

Ford was launched in a converted factory in 1903 with $28,000 in cash from twelve

investors, most notably John Francis Dodge and Horace Elgin Dodge who would later

found the Dodge Brothers Motor Vehicle Company. During its early years, the company

produced just a few Model T's a day at its factory on Mack Avenue in Detroit, Michigan.

Groups of two or three men worked on each car from components made to order by other

companies. Henry Ford was 40 years old when he founded the Ford Motor Company, which

would go on to become one of the largest and most profitable companies in the world, as

well as being one of the few to survive the Great Depression. The largest family-controlled

company in the world, the Ford Motor Company has been in continuous family control for

over 100 years.

Corporate governance:

Members of the board as of early 2007 are: Chief Sir John Bond, Richard Manoogian,

Stephen Butler, Ellen Marram, Kimberly Casiano, Alan Mulally (President and CEO), Edsel

Ford II, Homer Neal, William Clay Ford, Jr., Jorma Ollila, Irvine Hockaday, Jr., John L.

Thornton and William Clay Ford (Director Emeritus).[8]

The main corporate officers are: Lewis Booth (Executive Vice President, Chairman (PAG]

and Ford of Europe), Mark Fields (Executive Vice President, President [The Americas]),

Donat Leclair (Executive Vice President and CFO), Mark A. Schulz (Executive Vice

President, President [International Operations]) and Michael E. Bannister (Group Vice

President; Chairman & CEO Ford Motor Credit.[9]. Paul Mascarenas (Vice President of

Engineering, The Americas Product Development)

FORD IN INDIAFORD IN INDIA: :

Ford started its innings with the Mahindra-Ford joint venture formed in 1994, which

produced the Escort out of M&M Nashik plant. After meeting initial success, sales of the

Escort was finally replaced by the Ikon in 1999.

The Ikon marked a new beginning for Ford in India. It rolled out of the

Marajmalaingar plant near Chennai and by now, the company had parted ways with M&M

and was renamed Ford India Ltd in 1998. The Ikon was the first model by a multinational

to be developed specifically for India. Though it was based on the Fiesta, it was a unique

body style and was offered and was offered with an option of three engines, including a

diesel. The car was a big hit. The Ikon underwent several face-lifts and price cuts to keep

demand high. However, fresher competition and a reputation for high-maintenance saw

sales gradually decline. After the arrival of the modern and highly-capable Fiesta, another

made-for-India car, with state-of-the-art engines, the Ikon has been marginalized. The

Fiesta has picked up where the Ikon left and is selling well.

Though the Ikon and Fiesta have been the mainstays of Ford’s production in India,

the company has had limited success with other models. The Mondeo, launched in 2001,

was a very talented car by was simply not suited to Indian conditions and earned a

reputation for being exorbitant to maintain.

The Endeavour SUV was launched in early 2004 and has sold well for its niche. The

Endeavour has recently been upgraded in 2007 and this has boosted the appeal of the big

SUV. In 2004, Ford launched the Fusion, which has received a lukewarm response though

the recent diesel variant has perked up sales.

Fortune FordFortune Ford is an authorized dealer for Ford India Limited, who are one of the

leading manufacturers of top quality cars in India, with many variants in the offering.

Fortune Ford is a 50:50% Joint Venture set up between two well known and

reputed families in Hyderabad, the Modis and the Babu Khans. Fortune Ford is a blend of

experience and youth. The experience and good will that Mr. Misbahuddin Babu Khan and

Mr. Pramod Modi enjoy blend very well with the youth and energy of the youngsters

Bashir, Ashish, Nirav and Siraj to make Fortune Ford a truly world class Ford Dealership.

Fortune Ford markets and services the recently launched truly European Ford

Fiesta, the ever-popular Ford Ikon Flair, the No non-sense car Ford Fusion and the macho

SUV the Ford Endeavour through its sales and service outlets at Hyderabad. The sales

outlet is located strategically at Somajiguda next to Eanadu. We have two service centers,

one at Chapel Road, Abids opposite Stanley College and other one at Fathebagh,

Santhnagar. These centrally located outlets provide convenient and easy access to both the

proud owners as well as prospective buyers. The workforce at Fortune Ford is committed

to excellence in serving all esteemed customers.

The Sales Team is made up of dedicated showroom and field executives who are

professionally trained by Ford India Limited. They are adept at guiding the customer

through the entire sales process right from assisting in the choice of model, colour and

features to lending a helping hand in providing attractive buyback options and also

arranging finance at competitive rates.

The Service Centre is armed with the state-of-the art equipment and is in-line with

Ford's exacting Global standards. The service team is technically qualified and trained to

analyze and provide solutions adhering to Quality Care, in order to satisfy even the most

demanding customers.

The Fortune Ford dealership maintains a high standard of excellence in sales and

services by sending its personnel for training on a regular basis to Ford India Limited, to

update them with the latest technological advances in the automotive sphere.

SHOWROOM

We have 5000 sft centrally air conditioned showroom, located in the heart of the city in

Somajiguda, adjacent to Eenadu office and just opp. to Khairtabad RTA. This makes

convenient for almost every one residing in and around Hyderabad and Secunderabad.

The facilities offered from the showroom are :

1. Very easy finance facility with in-house finance team to cater to your every car finance

requirements. All the leading finance counters are available like ICICI, HDFC, KOTAK,

SUNDARAM, SBI, etc.

2. Exchange offer for any of your used car. Free spot evaluation for any usedcar.

3. Professionally trained and courteous sales staff to take care of every relevant needs of the

customers.

4. Ford preferred insurance for cashless transactions in the event of claims. Special offers

on Insurance renewals. You can also renew your insurance by just making call to our

Service marketing help line 9848885962.

Showroom @ Somajiguda

5.Full range of Ford cars with all colors and models to choose from.

6. A good stock of Ford genuine accessories to make your Ford ownership more delightful

and safe.

7. A well maintained fleet of test drive cars to give you the feel and experience the drive

dynamics on actual driving conditions before take the purchase decisions. You can call our

sales help line for test drive or fill the on-line test drive requisition form.

Significant milestonesSignificant milestones

• The first Indian built Ford Escort rolled off the assembly line in 1996.

• The Company was able to deliver Ford Escorts in seven major cities simultaneously,

in just a month after booking.

• The Special Value Pack program was launched in 1997, with commemorative

'Freedom', followed by the petrol and diesel driven 'Anniversary'. Recent SVPs have

included the Orion, Alpha and Sport - E.

• Ford Escort won the J D Power Award in India Quality Survey in 1997.

• Ford topped the Customer Satisfaction Index (CSI) ratings in 1997 and 1998, in the

Customer Satisfaction Survey.

• QualityCare, Ford's branded service initiative, provides car owners with superior

services at its dealership countrywide.

• The new, integrated manufacturing plant was dedicated in March 1999, where

FORD IKON is manufactured.

• Ford India launched Ford Assured on April 24 2000, a new initiative to buy and sell

used cars of all makes.

• On September 11, 2000. Ford India launched the Ford IKON SXi – the stylish ‘josh’ machine

• Ford India has started exporting Ford IKON

2001 Ford India launched the Ford Mondeo.

2002

• Ford India show cases a wide spectrum of exciting cars at the Auto Expo • Ford India Limited announced a strategic partnership with Hindustan Motors

Limited (HML).

• Certified QS 9000: 1998, 3rd edition on March 21, 2002 Ford India received the QS 9000 award from TÜV Süddeutschland.

• New Ikon Variant 1.6 EXi was launched

2003:

• The New Ford Ikon NXT launched - The Next Level of Josh. • Adding Refinement to Josh- Ford India launches Ikon NXT ‘Finesse.’

• Ford Celebrates Centennial in India.

• Ford India launches Ikon NXT SXi.

• Ford India Ranks Highest in J.D. Power India Sales Satisfaction Study.

• Ford launches Ikon Flair at Rs. 4.95 Lakhs.

2004: Autocar SUV of the Year – Winner Ford Endeavour.

2007:

• FORD Motor Company of Southern Africa achieves three wins and two seconds on this year total economy run

• DOE AWARDS FORD two grants for vehicle fuel efficiency research

• FORD MONDEO IS AUTO EXPRESS car of the year

• LAND ROVER DISCOVERY 3 scoops category win at TOWCAR AWARDS 2007

• FORD MONDEO is the Caravan Club TOWCAR of the year 2008.

MANAGEMENT PROFILE:MANAGEMENT PROFILE:

ARVIND MATHEW – Managing Director and President

Arvind Mathew is the Managing Director and President of Ford India. He took this position in August 2005.

LUCY MILLAR – Vice President, Finance & IT

Lucy is the Vice President of Finance and IT at Ford India. She took up this position in May 2005. She reports to Arvind Mathew, President and Managing Director, Ford India.

SCOTT McCORMACK – Vice President, Marketing, Sales & Service

Scott McCormack is the Vice President, Marketing, Sales and Service at Ford India. He took this position in July 2006. Scott reports to Arvind Mathew, President and Managing Director, Ford India.

NANCY REISIG – Vice President, Human Resources

Nancy Reisig is Vice President, Human Resources at Ford India. She took this position in March 2005. Nancy reports to Arvind Mathew, President and Managing Director, Ford India.

SANDIP SANYAL – Vice President, Supply and Total Value ManagementSandip Sanyal is the Vice President.

PRODUCT PROFILEPRODUCT PROFILE

Fusion:Fusion:

PRICE(lacs) 6.59

Engine:Type 4 Cyl. In – Line, 16 – V DOHCConstruction All Aluminium AlloyFuel System SEFIDisplacement (cc) 1596Compression Ratio 9.75:1Max. Power (ps/rpm) 101 / 6500Max. Torque (nm/pm) 146 / 3400Emission Stage Bharat Stage IIIKerb Weight (Kg) 1143Transmission Manual 5 SpeedMaxSpeed (Kmph) 174Mileage 11.3

Endeavour:Endeavour:

PRICE(lacs) (4X2) 16.16(4X4) 17.17

Engine:Type 2.5 litre, 4 Cylinder in-line, Turbocharged & inter-cooled dieselDisplacement (cc) 2499Max. Power (PS/rpm) 116/3500Max. Torque (kgm/rpm)

28.5/2000

Ignition System CompressionValve System SOHC, 12 Valves Fuel System Indirect Injection Mechanical Pump Emission Exhaust Gas Recirculation (EGR) Meeting Bharat Stage III

Norms Kerb Weight (Kg) 1933/1958Transmission Manual 5 SpeedMaxSpeed (Kmph) 142Mileage 8.2

FiestaFiesta::

Ikon:Ikon:

Engine 1.4 EXI 1.6 ZXI 1.6 SXI 1.4EXI (TDCi)

1.4 ZXI (TDCi)

1.4 SXI (TDCi)

Price(in lacs) 6.76 7.28 8.28 8.00 8.52 9.19

Type 4 Cylinder in-Line, 16 Valve DOHC

4 Cylinder in-Line, 8 Valve SOHC

Construction All-aluminium Alloy

Fuel System SEFI High Pressure Common Rail

Displacement cc 1388 1596 1596 1399 1399 1399

Compression Ratio 9.75:1 9.75:1 9.75:1 18:1 18:1 18:1

Max. Power Output

ps/rpm 82/6000 101/6500 101/6500 68/4000 68/4000 68/4000

Max. Torque Nm/rpm 127/4000 146/3400 146/3400 160/2000 160/2000 160/2000

Emmision Compliance Bharat Stage III

Transmission Type 5 Speed Manual

Kerb Weight (Kg)

MaxSpeed (Kmph) 170/178

Mileage 14.75/13.6

PRICE(lacs) 5.50

Engine:Type 4 Cylinder, 8-V SOHC, Rocam PetrolFuel system SEFIDisplacement (cc) 1299Max. Power (ps/rpm) 70/5500Max. Torque (Nm/rpm) 105/2500Transmission Type 5 Speed ManualKerb Weight (Kg) 978MaxSpeed (Kmph) 148Mileage 10.8

MondeoMondeo::

PRICE(lacs) 6.59

Engine:Engine type 2.0L 16V DOHC Petrol Displacement 1999 ccMax. power 142.7 PS/6000 rpm Max. torque 185 Nm/4500 rpm Compression ratio 10:8:1Valves 16V DOHC Fuel injection Sequential electronic fuel injection (SEFI) Emission level Bharat Stage III Construction All Aluminium AlloyTransmission Type Ford MTX-75 manual 5-speed with

synchromeshKerb Weight (Kg)MaxSpeed (Kmph) 200Mileage 8.6

SOURCE OF DATASOURCE OF DATA

Marketing strategy and analysisMarketing strategy and analysis:

A marketing strategy is a process that can allow an organization to concentrate its

limited resources on the greatest opportunities to increase sales and achieve a sustainable

competitive advantage.

Any organization that wants to exchange its products or services in the market place

successfully should have a Strategic Marketing plan to guide the allocation of its resources.

A strategic marketing plan usually evolves from an organization’s overall corporate strategy

and serves as a guide for specific marketing programs and policies. Marketing strategy is

based on a situation analysis- a detailed assessment of the current marketing conditions

facing the company, its product lines, or its individual brands. From this situation analysis,

a firm develops an understanding of the market and the various opportunities it offers, the

competition and the market segments or target markets the company wishes to pursue.

Marketing strategy is the complete and unbeatable plan, designed specifically for

attaining the marketing objectives of the firm/business unit. The marketing objectives

indicate what the firm wants to achieve; the marketing strategy provides the design for

achieving them.

For example, if the marketing objectives of a business unit stipulate that next year, it

should achieve a sales revenue of Rs. 1,000 crore and a net profit of 15 percent of sales

revenue, it is the job of marketing strategy to indicate how and wherefrom this sale and

profit will come, which product lines/products/brands will accomplish this task and how.

Marketing strategy forms an integral part of marketing planning. A marketing

strategy is most effective when it is an integral component of corporate strategy, defining

how the organization will successfully engage customers, prospects, and competitors in the

market arena. It is partially derived from broader corporate strategies, corporate missions,

and corporate goals. As the customer constitutes the source of a company's revenue,

marketing strategy is closely linked with sales. A key component of marketing strategy is

often to keep marketing in line with a company's overarching mission statement.

MARKETING AND PROMOTIONS PROCESS MODEL:

Development of marketing program requires an in-depth analysis of the market.

This analysis may make extensive use of market research as an input into the planning

process.

Marketing Strategy and Target marketing Market planning analysis process program development target market

promot-ion to

final buyer

Purchase

Promotion to trade

This input, in turn, provides the basis for the development of marketing strategies in

regard to product, pricing, distribution and promotion decisions. Each of these steps

requires a detailed analysis, since this plan serves as the road map to follow in achieving

marketing goals. Once the detailed market analysis has been completed and marketing

Opportunity analysis

Competitive analysis

Target marketing

Product decisions

Pricing decisions

Channel of distributio

n decisions

Promotional decisions

AdvertisingDirect

marketingInteractive

marketingSales

promotionPublicity and

public relations

Personal selling

Ultimate consumer

Consumers Businesses

Identifying markets

Market segmentation

Selecting & Target

marketing

Positioning through marketing

strategies

Resellers

objectives have been established, each element in the market mix must contribute to a

comprehensive integrated marketing program. Of course, the promotional program element

must be combined with all other program elements in such a way as to achieve maximum

impact.

Formulating the marketing strategy:

Basically, formulation of marketing strategy consists of three main tasks:

1. Selecting the target market,

2. Positioning the offer,

3. Assembling the marketing mix.

This implies that the essence of the marketing strategy of a firm for a given

product or brand can be grasped from the target market chosen, the way it is positioned and

how the marketing mix is organized. The target market shows to whom the unit intends to

sell the products; positioning and marketing mix together show how and using what

uniqueness or distinction, the unit intends to sell. The three together constitute the

marketing strategy platform of the given product.

SELECTING THE TARGET MARKET:SELECTING THE TARGET MARKET:

To say that target market selection is a part of marketing strategy development is just

stating the obvious. It does not fully bring out the import of the inseparable likage between

the two. When the selection of the target market is over, an important part of the marketing

strategy of the product is determined, defined and expressed.

Marketing targeting simply means choosing one’s target market. It needs to be

clarified at the outset that market targeting is not synonymous with market segmentation.

Segmentation is actually tee prelude to target market selection. One has to carry out several

tasks besides segmentation before choosing the target market.

Through segmentation, a firm divides the market into many segments. But all these

segments need not form its target market. Target market signifies only those segments that

it wants to adopt as its market. A selection is thus involved in it.

Marketing segmentation is a process that throws up not one but several market

segments. There may be segments that are sizeable and the ones that are not so sizeable.

There may be segments assuring immediate profits and the ones that call for heavy

investments in market development. There may also be segments that show great potential,

but display tough barriers to entry. As such, the question, which segment/segments, the firm

should select as its target market, assumes crucial importance.

STRATEGIC MARKET SEGMENTATION:

Market Segmentation is “dividing up a market into distinct groups that (1) have

common needs and (2) will respond similarly to a marketing action”, which was said by

Eric N.Berkowitz, Roger A.Kerin, and William Redulius.

The Segmentation process involves five distinct steps:

Finding ways to group consumers according to their needs.

Finding ways to group the marketing actions – usually the products offered –

available to the organization.

Developing a market-product grid to relate the market segments to the firm’s

products or actions.

Selecting the target segments toward which the firm directs its marketing actions.

Taking marketing actions to reach target segments.

Markets can be segmented using several relevant bases. For example, demographic

characteristics of consumers, such as age, sex, income/purchasing capacity, education level

etc, form one base for segmentation. Geographic characteristics constitute another; and

buying behavior of the consumers forms yet another base.

The various types of segmentations are

Geographic segmentation

Demographic segmentation

Psychographic segmentation

Buyer behavior

Benefits segmentation

Volume of purchase segmentation

POSITIONING:POSITIONING:

Positioning is a platform for the brand. It facilitates the brand to get through to the

target consumers.

It is defined as “the art and science of fitting the product or service to one or more

segments of the broad market in such a way as to set it meaningfully apart from

competition.”

Positioning is the act of fixing the locus of the product offer in the minds of the

target consumers. In positioning, the firm decides how and around what parameters, the

product offer has to be placed before the target consumers. The significance of product

positioning can be easily understood from David Ogilvy’s words: “The results of your

campaign depends less on how we write your advertising than on how your product is

positioned”.

Definitions of product positioning:

Sengupta, in his book Brand Positioning says, “ The aim of product positioning is to create

a perception for our brand in the prospect’s mind so that it stands apart from competing

brands… we must cover that space in the consumer’s mind as if we had won a long-term

lease. We must find a strong position in that mind and sit on it….”

Micheal Rothschild, in his book Marketing Communications – From Fundamentals to

Strategies says, “Positioning refers to the place a brand occupies in the mind in relation to a

given product class. This place was originally a product-related concept…. Concerning

market structure. The concept now refers to the place that the brand holds in the consumer’s

mind related to perceptions and preferences”.

Developing a Positioning Strategy:

To create a position for a product or service, Trout and Ries suggest that managers

ask them selves six basic questions.

1. What position, if any, do we already have in the prospect’s mind?

2. What position do we want to own?

3. What companies must be outgunned if we are to establish that position?

4. Do we have enough marketing money to occupy and hold the position?

5. Do we have the guts to stick with one consistent positioning strategy?

6. Does our creative approach match our positioning strategy?

PRODUCT POSITIONING AND BRAND POSITIONING:

It is essential to understand the relationship between products positioning and brand

positioning. Though in discussions, the two terms are synonymously and interchangeable

used, technically they are different.

Product positioning denotes the specific product category/product class in which the

given product is opting to compete. And brand positioning denotes the positioning of the

brand viz-a viz the competing brands in the chosen product category.

It is evident that for any product, before entering the market it has to sequentially

carry out the two exercises, product positioning and brand positioning. In the first step, the

product category where the new entrant should enter and compete, i.e. against what all

products it has to compete, has to be decided. In this step, it is the broad function that the

product is trying to serve that matters. This choice of product category will decide the

nature of the competition the product is going to face. Once product category positioning is

decided, the position for the new entrant against competing brands in the chosen product

category has to be analyzed and fixed.

ISSUES IN PRODUCT POSITIONING:

• Where is the new offer going to compete? As what?

• Which product function/customer need is it trying to meet?

• What other product categories serve this need? In other words, what are the

substitute products that serve the same need?

• Where is the real gap, where is such a new offer most welcome and wanted

by the market?

• What are company’s competencies to fight here?

ISSUES IN BRAND POSITIONING:

In deciding the Brand positioning, the issues are:

• Which are the competing brands in the chosen product category?

• What are the unique claims/strengths of the various brands?

• What position do they enjoy in consumer’s evaluation and perception?

• What is the most favoured position…? And yet vacant?

• Can the new brand claim the needed distinction and take the position and

satisfy the need?

The major dimension of marketing strategy relates to positioning of the offer. The

firm has already selected the target market and decided its basic offer. Now, what is the

conjunction between these two entities? How do they get connected? What is the interface?

In other words.

What is the locus the firm seeks among the customers in the chosen targer market with its

offering?

How would the firm want the consumer to view and receive the offer?

These are the issues the firm has to grapple with in positioning. And, while

formulating the marketing mix too, the firm will agitate over these issues. The Product

Differentiation and Positioning discusses the multifarious issues involved in the subject.

PRODUCT REPOSITIONING :

Products do undergo ‘repositioning’ as they go along their life cycle. In some cases,

even products that are fairing well are repositioned. This is done mainly to enlarge the

reach of the product offer and to increase the sale of the product by appealing to a wider

target market. The product is provided with some new features or it is associated with some

new target segments.

PROMOTIONAL DECISIONS:

Promotion has been defined as the coordination of all seller initiated efforts to set up

channels of information and persuasion in order to sell goods and services or promote an

idea. While implicit communication occurs through the various elements of the marketing

mix, most of an organization’s communications with the market The basic tools used to

accomplish an organization’s communication objectives are often referred to as the

promotional mix.

The promotional mixThe promotional mix

Advertising:

Advertising is defined as any paid form of non personal communication about an

organization, product, service, or idea by an identified sponsor. The paid aspect of this

definition reflects the fact that the space or time for an advertising message generally must

be bought. An occasional exception to this is the public service announcement, whose

advertising space or time is donated by the media.

Advertising is the best-known and most widely discussed form of promotion,

probably because of its pervasiveness. It is also very important promotional tool,

particularly for companies, whose products and services are targeted at mass consumer

markets.

It is a very cost-effective method for communicating with large audiences. It can be

used to create brand images and symbolic appeals for a company or brand.

Direct Marketing:

One of the fastest-growing sectors of the U.S. economy is direct marketing, in

which organizations communicate directly with target customers to generate a response and

a transaction. It has become such an integral part of the IMC program of many organizations

and often involves separate objectives, budgets, and strategies, we view direct marketing as

a component of the promotional mix.

Direct Marketing is much more than direct mail and mail order catalogs. It involves

a variety of activities, including database management, direct selling, telemarketing and

direct response ads through direct mail, the Internet, and various broadcast and print media.

One of the major tools of direct marketing is direct response advertising, whereby

a product is promoted through an ad that encourages the consumer to purchase directly from

the manufacturer.

Interactive/Internet Marketing:

Advertising Direct marketing

Interactive/

internet marketing

Sales promotion

Publicity/

Public relations

Personal selling

Interactive media allow for the back-and-forth flow of information whereby users

can participate in and modify the form and content of the information they receive in real

time. Unlike traditional forms of marketing communications such as advertising, which are

one-way in nature, the new media allow users to perform a variety of functions such as

receive and alter information and images, make inquiries, respond to questions and of

course make purchases. In addition to the Internet, other forms of interactive media include

CD-ROMs, Kiosks, and interactive television.

Sales Promotion:

The next variable in the promotional mix is sales promotion, which is generally

defined as those marketing activities that provide extra value or incentives to the sales force,

the distributors, or the ultimate consumer and can stimulate immediate sales, sales

promotion is generally broken into two major categories:

• Consumer-oriented and

• Trade-oriented activities

Consumer-oriented sales promotion is targeted to the ultimate user of a product or service

and includes couponing, sampling, premiums, rebates, contests, sweepstakes, and various point-

of-purchase materials.

Trade-oriented sales promotions are targeted towards marketing intermediaries such as

wholesalers, distributors and retailers.

Publicity/Public Relations:

Publicity refers to non personal communications regarding an organization, product,

service, or idea not directly paid for or run under identified sponsorship. It usually comes in

the form of a news story, editorial or announcement about an organization and its products

and services. Like advertising, publicity is not directly paid for by the company.

An advantage of publicity over other forms of promotion is its credibility. Another

advantage of publicity is its low cost, since the company is not paying its time or space in a

mass medium such as TV, radio or newspapers.

Public relations are defined as “the management function which evaluates public

attitudes, identifies the policies and procedures of an individual or organization with the

public interests and executes a program of action to earn public understanding and

acceptance”. Public relations generally have a broader objective than publicity, as its

purpose is to establish and maintain a positive image of the company among its various

publics.

Personal Selling:

It is a form of person-to-person communication in which a seller attempts to assist

and persuade prospective buyers to purchase the company’s product or service or to act on

an idea. Unlike advertising, personal selling involves direct contact between buyer and

seller, either face-to-face or through some form of telecommunications such as telephone

sales. Personal selling involves more immediate and precise feedback because the impact of

the sales presentation can generally be assessed from the customer’s reactions.

ASSEMBLING THE MARKETING MIXASSEMBLING THE MARKETING MIX:

Assembling the marketing mix means assembling the four Ps of marketing in the

best possible combination. Involved in this process are the choice of the appropriate

marketing activities and the allocation of the appropriate marketing effort/resources to each

one of them. The firm has to find out how it can generate the targeted sales and profit. It

considers different marketing mixes with varying levels of expenditure on each marketing

activity and tries to figure out the effectiveness of different combinations in terms of the

possible sales and profits. It then chooses the combination/mix of products, price, place and

promotion that is best according to its judgment.

Since marketing is essentially an interaction between the marketing mix and

environmental variable, and since the latter and non-controllable, marketing becomes

synonymous with assembling and managing the marketing mix. Of course, while

assembling the marketing mix, the marketing manager will take due note of the

environmental variables. Not only will he take due not of them, he will ensure that his

marketing mix suits the environmental variables. And, its it factor that renders tha task much

more complex.

MARKEGING MIX: THE SOLE VEHICLE FOR CREATING AND DELIVERING CONSUMER VALUE

The four elements mentioned above- product, distribution, promotion and pricing

constitute the marketing mix of the firm. The marketing mix is the sole vehicle for creating

and delivering customer value.

It can be easily seen that all activities and programmes, which a marketer designs

and caries out in his effort at winning customers, relate to one or the other of the above four

elements- product, place, promotion and pricing. It can also be seen that in each of these

elements, there are several sub-elements. For example, packaging is one of the sub-

elements of product and warehousing is one of the sub-elements of distribution.

The Four Ps of Marketing:

It was James Culliton, a noted marketing expert, who coined the expression

marketing mix and described the marketing manager as a mixer of ingredients. To quote

him, `The marketing man is a decider and an artist – a mixer of ingredients, who sometimes

follows a recipe developed by others and sometimes prepare his own recipe. And,

sometimes he adapts his recipe to the ingredients that are readily available and sometimes

invents some new ingredients, or, experiments with ingredients as no one else has tried

before.

Subsequently, Niel H.Borden, another noted marketing expert, popularized the

concept of marketing mix.

It was Jerome McCarthy, the well-known American professor of marketing, who

first described the marketing mix in terms of the four Ps. He classified the marketing mix

variables under four heads, each beginning with the alphabet “P”.

• Product

• Place

• Price

• Promotion

McCarthy has provided an easy-to-remember description of the marketing mix

variables. Over the years, the terms – Marketing mix and Four Ps of marketing have

come to be used synonymously.

Assembling and managing the marketing mix is the crux of the marketing task. And,

it is through the marketing mix that the marketing manager achieves the marketing

objectives.

MARKETING STRATEGIES FALL UNDER TWO CATEGORIES:

We have seen that target market selection, positioning and marketing

mix formulation together constitute marketing strategy. We have also seen that a firm can

assemble the marketing mix elements in many different ways, depending on the relative

weightage it assigns to the different elements. The scope to carve out different

combinations is, in fact immense. As a result, business firms are able to employ an

abundance of strategies and strategy stances in their relentless race to stay ahead of

competition. However, a close scrutiny will reveal that all these strategies can be fitted into

two broad categories

1. PRICE ORIENTED MARKETING STRATEGY

2. DIFFERENTIATION ORIENTED MARKETING STRATEGY

In other words, there are only two broad routes available for forging marketing

strategies: any strategy has to be ultimately either a price-oriented strategy or a

differentiation-oriented strategy.

PRICE ORIENTED MARKETING STRATEGYPRICE ORIENTED MARKETING STRATEGY:

Firms taking to the price route in marketing strategy compete on the strength of

pricing. They use price as their competitive lever. They juggle the price of their product to

suit the prevailing competitive reality. They can afford to offer lower prices and still make

the targeted profits. They elbow out competition with the cushion they enjoy in the matter

of pricing.

Price route requires cost leadership, evidently, a firm opting for the price route will

have to have a substantial cost advantage in their operations. It should be enjoying an

overall cost leadership in the given industry and its lower cost should enable it to secure

above average returns inspite of strong competition. The cost advantage can emanate from

different factors like, scale economies, earlyu entry, a large market share built over a period

of time, locational advantage, or synergy among the different businesses. The firms whole

strategy, in fact will revolve around building such cost advantage.

To successfully practice a price-led strategy, a firm should have consciously taken to

the idea sufficiently early in its evolutionary process and prepared itself for adopting such a

strategy.

DIFFERENTIATION ORIENTED MARKETING STRATEGYDIFFERENTIATION ORIENTED MARKETING STRATEGY:

The differentiation route of strategy revolves around aspects other than price. It

works on the principle that a firm can make its offer distinctive from all competing offers

and win through the distinctiveness. And, a firm adopting such route can price its product

on the perceived value of the attributes of the offer and not necessarily on competition-

parity basis.

Maximum scope for exploiting differentiation remains with the product. While all

the 4Ps of marketing are important elements from the point of view of strategy, the other Ps

normally go as elaborations of the offer, while the product forms its core.

Product differentiation is of vital importance in product management and has great

potential in forgoing successful marketing strategies.

The product can be differentiated along two major planks:

1. Tangible product attributes and functions,

2. Intangible characteristics and emotional associations.

The tangible product attributes and functions are

• Differentiation based on ingredients,

• Differentiation based on functional value,

• Differentiation based on additional features,

• Packaging contributing to differentiation,

• Differentiation based on Quality, Operational Efficiency, Technology, Service.

DIGITAL MARKETING:DIGITAL MARKETING:

Digital Marketing is the practice of promoting products and services using digital

distribution channels to reach consumers in a timely, relevant, personal and cost-effective

manner.

Whilst digital marketing does include many of the techniques and practices

contained within the category of Internet Marketing, it extends beyond this by including

other channels with which to reach people that do not require the use of The Internet. As a

result of this non-reliance on the Internet, the field of digital marketing includes a whole

host of elements such as mobile phones, sms/mms, display / banner ads and digital outdoor.

BUZZ MARKETING (WORD OF MOUTH):BUZZ MARKETING (WORD OF MOUTH):

Word of mouth, is a reference to the passing of information by verbal means,

especially recommendations, but also general information, in an informal, person-to-person

manner. Word of mouth is typically considered a face-to-face spoken communication,

although phone conversations, text messages sent via SMS and web dialogue, such as

online profile pages, blog posts, message board threads, instant messages and emails are

often now included in the definition of word of mouth. There is some overlap in meaning

between word of mouth and the following: rumor, gossip, innuendo, and hearsay; however

word of mouth is more commonly used to describe positive information being spread rather

than negative, although this is not always the case.

Word-of-mouth promotion, also known as buzz marketing and viral advertising, is

highly valued by advertisers. It is believed that this form of communication has valuable

source credibility. Research points to individuals being more inclined to believe WOMM

than more formal forms of promotion methods; the receiver of word-of-mouth referrals

tends to believe that the communicator is speaking honestly and is unlikely to have an

ulterior motive (i.e. they are not receiving an incentive for their referrals). In order to

promote and manage word-of-mouth communications, marketers use publicity techniques

as well as viral marketing methods to achieve desired behavioral response. Influencer

marketing is increasingly used to seed WOMM by targeting key individuals that have

authority and a high number of personal connections.

EVANGELISM MARKETINGEVANGELISM MARKETING: :

It is an advanced form of word of mouth marketing (WOMM) in which companies

develop customers who believe so strongly in a particular product or service that they

freely try to convince others to buy and use it. The customers become voluntary advocates,

actively spreading the word on behalf of the company.

Evangelism literally comes from the three words of 'bringing good news' and the

marketing term justly draws from the religious sense, as consumers are literally driven by

their beliefs in a product or service, which they preach in an attempt to convert others.

EFFECTIVE SALES PROMOTIONEFFECTIVE SALES PROMOTION::

Sales promotion consists of diverse collection of incentive tools mostly short

term, designed to stimulate quicker and greater purchase of particular products of services

by the consumer. Sales promotion is the only method that makes use of incentives to

complete the push-pull promotional strategy of motivating the sale force, the dealer and the

consumer in transacting a sale.

PPrice-Offs Offer:rice-Offs Offer:

Price-off offers refers to offering the product at lower than the normal price. This

encourages immediate sales, attracts non-users, induces product trail and counters

competition.

Premium:Premium:

Premium refers to the offer of an article of merchandise as an incentive in or

to sell the product.

Coupons:Coupons:

In order to encourage product trail, stimulate re-purchase rate and build

loyalty through news papaers.

Dealer stock display contestsDealer stock display contests:

It is a type of point of purchase advertising which uses the show windows of

the dealer for providing exposure to the sponsor’s products.

Dealer participating enthusiastically and creatively are awarded

DEFENDING MARKET SHAREDEFENDING MARKET SHARE:

While trying to expand total market size, the dominant firm must continuously

defend it current business against rival attacks. This step is very much essential for the

market leader firm because the challenger firms are constantly to exploit the weaknesses of

the leader firms.

EXPANDING MARKET SHAREEXPANDING MARKET SHARE:

Market leaders can improve their profitability by increasing their market share. But

for few market leaders whose share in the total market is insignificantly high, the

expansion of market share n the total market may be proved both as expensive and risky.

Therefore it is better for such leader firms in spending their time in building up the market

size rather than expanding the market share. The reason for this action may be attributed to

two factors:

1. The market leader firms might attract the provisions of various anti-trust

legislations. The rival competitors will try to force the Government to bring

legislations against the “MONOPOLISATION”

2. The second reason being the economic factors. The cost of making further gains in

the market share after a large share has been achieved may rise fast and reduce the

profit margin.

HARASSMENT STRATEGY:HARASSMENT STRATEGY:

The market leader firm will resort to an harassment strategy in order to promote its

market share. As a part of this strategy, the leader form might approach the suppliers and

threaten to reduce its purchases. If the latter supply the upstart firm, sometimes it might

put pressure on distributors not to carry the competitors product. The salesman of leader

firm might speak negatively about competitors. It may also try to hire away the better

executives of an aggressive firm. Sometimes, the market leader firm will try to restrain

these competitions through legal devices. It might push legislation that would be more

unfavorable to the competitors than to itself.

The aim of defensive strategy is to reduce the profitability of attack, divert attacks to

less threatening areas, and lessen the intensity of attack. Any attack is likely to hurt profits.

But the defender’s form and speed of response can make an important difference in the

profit consequences.

There are 6 defense strategies that a dominant firm can use:

1.1. Position DefensePosition Defense ::

The basic idea of defense is to build an impregnable fortification around one’s

territory.

2.2. Flank Defense:Flank Defense:

The market leader should not only guard its territory but also erect outposts to

protect

a weak front or possibly serve as an invasion base for counter attacking.

3.3. Preemptive DefensePreemptive Defense ::

A more aggressive defense maneuver is to launch an attack on the enemy before the

enemy starts its offense against the leader. Preemptive defense assumes that an ounce of

prevention is worth more than a pound of cure.

4. Counteroffensive DefenseCounteroffensive Defense :

Most market leaders, when attacked will respond counterattack. The leader cannot

remain passive in the face of a competitor’s price cut, promotion blitz, product

improvement, or sales territory invasion. The leader has the strategic choice of meeting the

attacker frontally, maneuvering against the attacker’s flank, or launching a princer

movement to cut off the attacking formation from their base operation.

5.5. Mobile Defense:Mobile Defense:

Mobile defense involves more than the leader aggressively defending it territory. In

mobile defense, the leader stretches it domain over new territories than serve as future

centers for defense and offense.

6. Contraction defenseContraction defense :

Large companies recognize that they can no longer defend all the territory. Their

focus are spread too thin, and competitors are nibbling away on several funds. The best

course of action then appears to be planned contraction (also called strategic withdrawal).

INNOVATION STRATEGY:INNOVATION STRATEGY:

The market leader may innovate several strategies in respect of new product ideas,

customer services, means of distribution, cost cutting discovery. In addition to these, a

leader may discourage its competition particularly challenge firm.

FORTIFICATION STRATEGY:FORTIFICATION STRATEGY:

In order to protect its market share, the market leader may try to keep it product

prices reasonable in relation to the perceived valued of the offer and competitors offer. The

leader produces it brand in a variety of sizes and firms.

CONFRONTATION STRATEGYCONFRONTATION STRATEGY:

If leader firm faces an extremely aggressive challenger, whose actions demand a

quick and direct response. In such a situation, the market leader will engage any

promotional war, engaging in a massive promotional expenditure that the aggressive

challenger cannot match. The leader firm may engage in the price war whenever a new

challenger is considering to enter in its market. This strategy will frighten the potential

competitions and make then to withdraw from entering the market.

MARKETINGMARKETING

STRATEGIES OFSTRATEGIES OF

FORDFORD

MARKETING STRATEGIES OF FORD:MARKETING STRATEGIES OF FORD:

• Product differentiation based on operational efficiency:

FORD EXCELLING THROUGH SERVICE: Ford tries to differentiate its offer on

the plank of service. It has gone in for a new norm in customer service: “fix it right-the

first time-on time”. Ford is also supplying videotapes showing how repairs have to be

done.

• Adopting Offer to Suit Target Segment:

Ford modifies its models for India:

Ford modified its models for the Indian target segments as shown below:

Higher ground clearance to make the car more compatible to the rougher road surface in

India.

Stiffer rear springs to enable negotiating the ubiquitous patholes on Indian roads.

Changes in cooling requirement, with greater airflow to the rear.

Higher resistance to dust.

Compatibility of engine with the quality of fuel available in India.

Location of horn buttons on the steering vehicles. (As the India motorist uses the horn more

frequently, for cars sold in India, the horn buttons are kept on the steering wheel and not on

a lever on the side as in the models sold in Europe.)

• Strategic segmentation of cars:

The Ford in India has launched the car only for few segment of people.

The segmentation of car buyers based on price preferences are

• Family car segment: These cars forms a reasonably sizeable segment of the market

(around 15 percent).

Preferred price range is from 5 lakh to 6 lakh.

‘FORD IKON’ AND ‘FORD FUSION’ come under this type of segment.

• Premium car segment: This segment represents buyers who need a real world-class car

and are willing to pay the due price.

Preferred price range starts from 8 lakh to 12 lakh.

‘FORD FIESTA’, ‘FORD MONDEO’ come under this segment of cars.

• SUV segment: The buyers of this segment like to have a big vehicles.

And these cars are also useful for sport riding and even on hill areas. There body is

designed similar to offroad vehicles, which can withstand to Indian roads.

‘FORD ENDEAVOUR’ occupies this segment.

• Strategic Promotions by FORD:

Ford follows the promotions at two levels, they a

1) Promotions of product directly by the manufacturer.

2) Promotions at dealer level.

In the first step the products of vehicles manufactured by the Ford Automotives are directly

promoted by the manufacturer by himself. He follows many promotional strategies like

1. Advertising through television and newspaper.

2. Internet or interactive marketing.

3. Direct marketing.

In the second step the dealer of the vehicles promotes the vehicles.

The various promotional strategies followed by the Fortune Ford at dealer are

1. Advertising though news papers, radios, palm plates. In this all the features of the

product and its prices are given in detail to the customer.

2. In televisions the scrolling are given about the product and its features.

Hoardings:

A heavy picture of the product which comprises of its attributes and special features are

displayed on the roadsides in the form of hoardings. It is a bit expensive strategy but

attracts many people who pass by that roadside.

This type of advertisement is prepared for those segments of people who cannot

afford their time in reading newspapers and watching televisions. While travelling from

their home to office, moving on their business activities they may watch these hoardings.

These hoarding are especially setup at the road signal stops.

Maintaining Data Bank:

In this the dealer collects personal/bio-data(address and contact number) of many

people from various organizations and different sector who are ready to buy the vehicles and

who change the vehicles regularly.

These people are met-in person or contacted through their contact number. The

various new features and new offers regarding the vehicles are advocated to them and are

given discounts on group purchase of vehicles, i.e. if 5 or more friends in the group

purchase the cars at a time then they are given special discounts on the vehicles.

Free Insurance:

The Fortune Ford gives a special offer of free insurance on the purchase of each

vehicle to its new customers.

Relationship Marketing:

Fortune Ford pays a special attention towards its old customers. To retain the old

and existing customers it conducts a corporate meet at a luxurious hotel. The event aims at

knowing the problems of the customers regarding the vehicles and also service feedback.

In this way it maintains an effective relationship with the customers and gains the

reputation and goodwill in the minds of the customers.

Sales Promotion:

The sales promotion is done in the fortune ford at three levels:

1. Showroom sales: In this the customers walk in to the showrooms to know about the

details of the product. Specially trained sales executives who are present in the

showrooms give a detailed explanation about the product to the customers.

Sales executives give a detailed note on the products features, various offers

given by the manufacturer and also by the dealer to the customer and enhances

the sales of the vehicles.

2. Corporate sales: A special team of sales executives are sent to some big corporate

sectors and there they personally meet the heads of the organizations like C.E.O’s,

Managers etc., and explain about the vehicles and the offers and special schemes

provided by the dealer to them on bulk purchase of the vehicles and try to promote the

sales of the vehicles.

3. Field sales: The sales executives conduct some events with the corporate working

people and try to demonstrate the product features and its benefits and try to promote

the product and increase its sales.

Conducting Customer Delight Program:

This is a unique program conducted by the Fortune Ford. This is a program

conducted to retain the old customers of the Ford. The old customers of the Fortune Ford

are meet personally and they are requested to give their feedback by filling in the

questionnaire which is specially prepared for them. In this questionnaire their problems

regarding the vehicle and also their post sale service experience are taken. If there exists

any problem, then the Fortune Ford service men try to resolve the problems of their

customers as soon as possible and makes the customer satisfied.

This is a technique to attract the new customers by satisfying the old customers and

gaining goodwill in the market.

STRATEGIC SALES STANDARDS:

Fortune Ford maintains strategic sales standards in the following manner.

The Sales faculty is clean, tidy and inviting, making customers comfortable while

purchasing products and availing services.

Customers are courteously acknowledged within two minutes of their arrival and are

advised that a Sales Consultant will be available upon request.

The Sales Consultant’s appearance and dress will be of the highest standards.

An advisory relationship is established between the customer and the Sales

Consultant who listens to the customer, identifies their needs and ensures that they

are met.

A pleasant, non-pressured purchase experience will be provided during which a

thorough demonstration of the vehicle features and benefits will be made.

A test drive will be offered to all customers.

Using a check list, the Sales Consultant delivers the vehicle in perfect condition

when promised.

Customers will be contacted within one week after delivery to ensure total

satisfaction.

MAINTAINING SERVICE STANDARDS:

An efficient service facility allows a customer to avail all the service provided by

Fortune Ford, in a clean and welcoming environment.

An appointment is available within 5 working days of the customer’s request.

Customers are courteously acknowledged within two minutes of their arrival and

the write-up will begin with five minutes.

Service needs are courteously identified, accurately recorded on the repair order

and verified with the customer.

The vehicle is serviced right on the first visit.

The vehicle is ready on the agreed upon time.

A through explanation of work done, warranty coverage and charges is given to

the customer.

All service repair work will be followed up within five working days.

Each vehicle will be washed before being returned to the customer.

EXTENDED WARRANTY:

Fortune Ford gives an extended warranty to its customers where there will be an extended time duration in the warranty.

What is Extended Warranty?♦ Factory Warranty covers only for a specific period of time/mileage.♦ After the factory warranty expires, customer is exposed to the risk of parts failures.

This is applicable for any machine/equipment/vehicle.

Extended Warranty:

♦ Is an extension of Factory Warranty♦ Offers almost similar coverage as Factory Warranty♦ Comes with a time-bound (eg. 1yr/2yrs but unlimited mileage cap)♦ Covers all Mechanical and Electrical Failures♦ Covers labour

Why is extended warranty needed?

♦ Offers peace of mind motoring♦ Protects against unexpected and non-budgeted expenses♦ Can be transferred, hence increases the resale value.

What does it NOT cover?

♦ Does not cover wear and tear of parts♦ Does not cover scheduled service items♦ Does not cover accident repairs

Benefits to customer

♦ Protection from manufacturing and material defects♦ Car can be repaired at any Ford out let across the country

♦ Unlimited number of claims♦ No excess to pay♦ One up-front payment only♦ Inflation protection from rising costs of parts and labour♦ All repairs carried out by qualified Ford technicians♦ Warranty can be transferred when vehicle is sold – better resale value♦ Total peace of mind

TOTAL MAINTENANCE PLAN

What is Total Maintenance Plan?

♦ Cost of ownership is the key factor while considering vehicle purchases♦ As part of regular maintenance, customers spend on

a) Maintenance parts that are to be replace at specific intervalsb) Replacement of worn out partsc) Labour charge for the above

♦ A comprehensive maintenance plan by Ford will serve as a good tool to improve the service experience and minimize concerns on cost of ownership of the vehicle

♦ Total Maintenance Plan (TMP) is a complete service solution provided to the customer. This enables the customer to have total peace of mind in the form of a “Maintenance Holiday”

What does it cover?

♦ Scheduled servicing like Engine Oil change, Fuel filter, Oil filter, Spark plugs etc.♦ Non-scheduled maintenance like Brake Pads/Shoes, Brake Discs, Clutch Plates,

Lower Suspension Arms, Shock Absorbers etc..♦ Mechanical/Electrical repairs♦ Labour for all the above

What does it NOT cover?

♦ Accident repairs♦ Tyres ♦ Fuel

Benefits to the customer

♦ Total peace of mind♦ Fixed price for next 2 to 3 years♦ Increased residual value of the car♦ Only Ford genuine parts are used♦ Can avail this service across the country at all Ford authorized outlets

♦ Transferable♦ Incase of total loss, can be cancelled♦ Ford factory backed programme♦ Diagnosis/repairs as per recommended standards and practices♦ Vehicles serviced by Ford trained and certified technicians

RESEARCHRESEARCH METHODOLOGYMETHODOLOGY

RESEARCH METHODOLOGIES AND LIMITATIONS:

MARKETING RESEARCH :

Definition of marketing research research as approved as by the board of directors of

the association of American marketing association is:

“Marketing research is the function which links the customer and public to the

marketer through information – information used to identity and define marketing

opportunities and problems generate define and understanding of marketing as process”.

Simply, marketing research is the systematic design collection analysis and

reporting of data finding relevant to a specific marketing situation facing the company.

Carefully planning through all stages of the research is a necessity.

Objectivity in research is all-important. The heart of scientific method is the

objective gathering of the information.

The function as marketing research with in the company as to provide the

information and analytical necessary for effective.

Planning of the future marketing activity.

Control of the marketing operation in the present.

Evaluation of marketing results.

A research may under take any of the three types of research investigation depending upon

the problem. These type of research included:

1. Basic research

2. Applied research

3. Designated Fact Gathering

BASIC RESEARCH:

It is also known as the pure fundamental research, which refers to those studies, sole

purpose of which is the discovery of new information. It is conducted to extend the

horizons on given area of knowledge with no immediate application to existing problems.

APPLIED RESEARCH:

It is attempt to apply the various marketing technique, which have been developed as

research, first and later on they become applied research techniques. It is on attempt to

apply the basic principles and existing knowledge for the purpose of solving operational

problems.

DESIGNATED FACT GATHERING:

It refers to a research where the investigation attempts to gather some pre-

determined data.

STEPS IN MARKETING RESEARCH:

Marketing research process can be out through following steps.

Define the problems and research objectives

Develops the research plan

Collect the information

Analysis and interpretation

Present the finding.

RESEARCH METHOD:

It must be classified on the basis of the major purpose of the investigation. In this

problem description studies have been undertaken, as the objective of the project is to

conduct the market shares study to determine the share of market received by the company

to the competitor.

DATA COLLECTION:

The information needed to further proceed had been collected through primary and

secondary data.

PRIMARY DATA:

It consists of information collected for the specific purpose, survey research was

used and he all the details of Ford and their competitors were contacted. Survey research is

the approached gathering description and information.

CONTACTED METHOD:

The information was solicited by administering structured questionnaire to the

customer and dealers, thus getting to know directly from the dealers their sales before and

after sales service.

SECONDARY DATA COLLECTION:

The secondary data consists of information that already existing somewhere having

been collected for another purpose. Any researcher begins the research work by first going

through secondary data. Secondary data includes the information available with company.

It may be the findings of research previously done in the field. Secondary data can also be

collected from the magazines, news papers, internet other service conducted by researchers.

METHODS OF DATA COLLECTION:

The basic method adopted in conducting the study is a structured questionnaire.

Questionnaire is administered on the sample respondents. How ever there are certain cases

where personal interactive method is followed with customers to find the satisfaction level.

ANALYSIS ANDANALYSIS AND INTERPRETATIONINTERPRETATION

Analysed Survey Report

1. Which of the following Ford car you own?

a) Fiesta

b) Ikon

c) Endeavour

d) Fusion

Data analysis:

Name of the car % of customersFiesta 49Ikon 27

Endeavour 15Fusion 9Total 100%

Interpretation: This question is meant for taking the information regarding the most

preferred car in the Ford cars. From the above graph it is found that most preferred vehicle

of Ford cars is Fiesta.

2. What do you like most about your Ford car?

a) Style/design

b) Comfort

c) Ford brand

d) Service

Data analysis:

Customers preference No of customers

Style/design 9Comfort 23

Ford brand 13Service 5

Interpretation: This question is meant to know the customers preferences and likes

towards the cars. From the data we can position our product to the comfort seeking group of

people.

3. What do you feel great about your car when compared to other cars in the

market?

a) Fuel efficiency

b) Durability

c) Low maintenance

d) Sound quality

e) Brand name

Data analysis:

Customers perspective No of customersFuel efficiency 2

Durability 7Low maintenance 9

Sound quality 12Brand name 20

Interpretation: From this question we can position the cars according to the

customer’s perspectives. Many of the Ford customers are buying the cars by seeing its

Brand Name only. The no. of customers satisfied with the fuel efficiency are very low.

4. How did you come to know about this car before purchasing?

a) From friends, relatives (buzz)

b) Advertisements

c) Car experts

d) Sale’s persons visit

e) Auto magazines

Data analysis:

Source of awareness No. of customers

Friends, relatives 9Advertisements 25

Car experts 3Sale’s persons visit 8

Auto magazines 5

Interpretation: Most of the Ford customers came to know about their vehicle through

advertisements only. The major media that attracted the customers is television.

5. Can you share your experience with after sale service support

a) Very much satisfied

b) Satisfied

c) Ok

d) Not satisfied

Data analysis:

Post service

experience

No. of customers

Very much satisfied 6

Satisfied 15Ok 25

Not satisfied 4

Interpretation: This question is prepared to know the service levels of the authorized

dealer. Most of the customers are just telling ok about the service. Only a very few

customers are very much satisfied with the service. Even some of the customers are not

satisfied with the service given by the authorized service men.

6. Where do you get your car serviced regularly?

a) At authorized service centre

b) At a local workshop near my home

Data analysis:

Place of service No. of customersAt authorized service centre 41

At a local workshop near home 9

Interpretation: Most of the Fortune Ford customers are interested to service their

vehicles only at the authorized dealers. From this we come to know what the importance of

authorized service centers for car is.

7. Which bank do you prefer in getting financial help while purchasing a

car?

a) ICICI

b) HDFC

c) SBI

d) others

Name of the bank No. of customersICICI 21

HDFC 6

SBI 20

Others 3

Interpretation: Most of the customers prefer ICICI and SBI banks for taking

financial help while purchasing a car. Customers are asking for 0% interest on financial

help provided by the banks.

8. Which type of finance do you prefer?

a) In house finance

b) Out house finance

c) No difference between the two

Data analysis:

Type of finance No. of customersIn house finance 30

Out house finance 12No difference between the two 8

Interpretation: To know the customers opinion about the finance and their interests

in preferring the finance from various sources, this question is prepared. Most of the

customers prefer only In house finance compared to outhouse finance.

9. To which media do you get expose regularly?

a) Televisions

b) Magazines

c) News papers

d) F.M/Radio

Data analysis:

media No. of customersTelevisions 26

Magazines 7News papers 16F.M/Radio 1

Interpretation: From this analysis we come to know that most of the customers are

interested in watching televisions, which is a good media for communicating with

people and delivering our intentions about product.

10. Which kind of T.V. channels do you watch regularly?

a) National news channels

b) Regional news channels

c) Sports channels

d) Entertainment channels

Data analysis:

T.V. Channels No. of customersNational news channels 10Regional news channel 16

Sports channels 4

Entertainment channels 20

Interpretation: This question is meant to know the interests and preferences of

customers towards T.V. channels. More than quarter of the sample size showed interest

only on the entertainment channels and next preference goes to the regional news

channels.

11. What’s your opinion on the price list of Ford cars?

a) Affordable by common man

b) Affordable only by rich man

c) Cant say

Data analysis:

Customer opinion on

pricelist of ford car

No. of customers

Affordable by common man 6Affordable only by rich man 42

Cant say 2

Interpretation: More than 80% of customers think that Ford cars are affordable only

by rich men. These cars are too expensive for an economic/comman man of the society.

12. What kinds of offers do you like or expect from the dealer?

a) Free insurance

b) Special discount on sale of cars

c) Extending the service period

d) Finance availability with 0% interest

Data analysis:

offers No. of customersFree insurance 9

Special discount on sale of cars 3Extending the service period 27

Finance availability with 0%

interest

11

Interpretation: By the result of this question we come to know about the various

promotional techniques/offers which attract the customers. From the above analysis

many customers are expecting the extension in the service period from the various offers

given to them.

13. What more do you expect from your dealer?

a) Information about new cars

b) Information about service and mileage

c) Assistance regarding loans and insurance

d) Understanding customer needs

Data analysis:

Expectations of customer No. of customersInformation about new cars 2

Information about service and mileage 34Assistance regarding loans and

insurance

4

Understanding customer needs 10

Interpretation: Most of the customers are expecting the information about service

and mileage regarding the cars from the dealer. From the above analysis we come to

know about the customer’s expectations and their post purchase service demands from

the dealer.

14. How do you feel when an unknown sales person approaches you by

knowing your full details to demonstrate about any product?

a) I will not respond

b) Lost my privacy

c) Interested in knowing (if I feel a need of it)

Data analysis:

Customer opinion No. of customersI will not respond 11Lost my privacy 5

Interested in knowing (if I feel a need

of it)

34

Interpretation: This question is prepared indirectly to know about the customer’s

opinion about the Data Bank maintenance by the Fortune Ford. In reply majority of the

customers gave a positive reply by showing interest in knowing about the cars when a

sales person gives a detailed description about the cars.

15. What’s your opinion on a Brand Ambassador for the cars?

a) Very necessary

b) Not needed

c) Waste of money for manufacturer

Data analysis:

Customer opinion on

ambassador

No. of customers

Very necessary 43Not needed 7

Waste of money for manufacturer 0

Interpretation: This question is meant to know about the importance of Brand

Ambassador for a car in the customer’s point of view. Most of the Ford customers think

that a Brand Ambassador is very necessary for promoting a car.

16. What’s your opinion about the previous Ambassador Abhishek Bachan

for the car Ford Fiesta?

a) Full filled the purpose

b) Unable to attract customers

c) He was not apt for it.

Data analysis:

Customer opinion No. of customersFull filled the purpose 38

Unable to attract customers 10He was not apt for it 2

Interpretation: Most of the Ford customers think that the previous Brand

Ambassador Abhishek Bachan for the car Ford Fiesta full filled the purpose and he was

able to increase the sales of the cars Fiesta.

17. Whom do you suggest as a right person for promoting a car?

a) Sports person

b) Film stars

c) Car expert

d) Any celebrity

Data analysis:

Customer suggestion No. of customersSports person 18

Film star 21Car expert 7

Any celebrity 4

Interpretation: Most of the customers of Ford suggest a film star as the best

ambassador. Because many of them get attracted only to their favorite film stars other

than other brand ambassadors.

18. What other brand(s) did you seriously consider before making this car

purchase?

a) Hyundai

b) Chevrolet

c) Maruti

d) TATA

e) Toyota

Data analysis:Brand name No. of customers

Hyundai 19Skoda 12

Maruti 5Honda 9Toyota 5

Interpretation: Most of the Ford customers are opting for Hyundai when they are

asked to consider a brand other than Ford. Skoda occupies the second place in their

preference.

SUGGESTIONSSUGGESTIONS

VALUABLE SUGGESTIONS GIVEN BY FORD VALUABLE SUGGESTIONS GIVEN BY FORD CUSTOMERS:CUSTOMERS:

Please try to increase the number of Service centers.

Keep Service Stations at main locations of the city.

There is no proper response from the service men at service station. Please

recruit efficient service men in the service centers.

The service men in the service centers are unable to understand the problems told

by us, and they are not resolving the cars problems.

Provide information on service and mileage regularly.

Please provide information about new cars along with their price lists at least

once in 6 months.

Advertisements through televisions can influence many categories of people. So

try to concentrate on this segment. We don’t see or find much of the Ford car

advertisements in T.V except Fiesta.

Try to provide financial facility at 0% interest.

Customer should be educated about the maintenance of the vehicle. i.e.

maintenance tips should be provided.

Mileage of the cars is not up to the expectations.

Mileage of Fiesta is very worst its giving only 9 to 11 Kms per liter. Please try to

rectify it.

The quality of the sun proof coating used is of very low quality, vehicle colour is

getting shaded very quickly.

Please send the specially appointed feed back taking staff on Sunday evenings

only.

The sales people present in the showroom respond to us properly when we come

to purchase a new car, but they do not respond when we come to tell our

problems regarding the cars.

BIBLIOGRAPHYBIBLIOGRAPHY

BIBLIOGRAPHYBIBLIOGRAPHY

REFERANCE BOOKS:

MARKETING MANAGEMENT V.S.RAMASWAMY AND S.NAMAKUMARI

ADVERTISING AND PROMOTIONS GEORGE E.BELCH &

MICHAEL A. BELCH

WEBLIOGRAPHY::

www.fordindia.com

www.fortuneford.com

www.wikipedia.com

www.google.com

AUTO MAGAZINES :

AUTOCAR

OVERDRIVE

ANnexureANnexure

qquestionnairuestionnairee

QUESTIONNAIRE:

Name :

Contact no.

Address: E-Mail address:

1. Which of the following Ford car you own?

a) Fiesta

b) Ikon

c) Endeavour

d) Fusion

2. What do you like most about your Ford car?

a) Style/design

b) Comfort

c) Ford brand

d) Service

3. What do you feel great about your car when compared to other cars in the

market?

a) Fuel efficiency

b) Durability

c) Low maintenance

d) Sound quality

e) Brand name

4. How did you come to know about this car before purchasing?

a) From friends, relatives (buzz)

b) Advertisements

c) Car experts

d) Sale’s persons visit

e) Auto magazines

5. Can you share your experience with after sale service support

a) Very much satisfied

b) Satisfied

c) Ok

d) Not satisfied

6. Where do you get your car serviced regularly?

a) At authorized service centre

b) At a local workshop near my home

7. Which bank do you prefer in getting financial help while purchasing a car?

a) ICICI

b) HDFC

c) SBI

d) others

8. Which type of finance do you prefer?

a) In house finance

b) Out house finance

c) No difference between the two

9. To which media do you get expose regularly?

a) Televisions

b) Magazines

c) News papers

d) F.M/Radio

10. Which kind of T.V. channels do you watch regularly?

a) National news channels

b) Regional news channels

c) Sports channels

d) Entertainment channels

11. What’s your opinion on the price list of Ford cars?

a) Affordable by common man

b) Affordable only for rich man

c) Cant say

12. What kinds of offers do you like or expect from the dealer?

a) Free insurance

b) Special discount on sale of cars

c) Extending the service period

d) Finance availability with 0% interest

13. What more do you expect from your dealer?

a) Information about new cars

b) Information about service and mileage

c) Assistance regarding loans and insurance

d) Understanding customer needs

14. How do you feel when an unknown sales person approaches you by knowing

your full details to demonstrate about any product?

a) I will not respond

b) Lost my privacy

c) Interested in knowing (if I feel a need of it)

15. What’s your opinion on a Brand Ambassador for the cars?

a) Very necessary

b) Not needed

c) Waste of money for manufacturer

16. What’s your opinion about the previous Ambassador Abhishek Bachan for the

car Ford Fiesta ?

a) Full filled the purpose

b) Unable to attract customers

c) He was not apt for it.

17. Whom do you suggest as a right person for promoting a car?

a) Sports person

b) Film stars

c) Car expert

d) Any celebrity

18. What other brand(s) did you seriously consider before making this car

purchase?

a) Hyundai

b) Skoda

c) Maruti

d) Honda

e) Toyota

Thanks for taking the time to fill out this questionnaire and for providing valuable

information which will be used for my project work, market research studies and

reports. We do not share or sell your name, address or any other data with any outside

company for any purpose.