Project Summer report on Bharti Airtel.

1. CONTENTS
CHAPTER – I
 INTRODUCTION
 COMPANY PROFILE
 OBJECTIVES OF THE STUDY
CHAPTER – II
 BUSINESS & MARKETING STRATEGIES
 COMPANY PLANS.
CHAPTER – III
 RESEARCH METHODOLOGY
 ORGANIZATIONAL STRUCTURE
 RESEARCH DESIGN
CHAPTER – IV
 DATA ANALYSIS AND INTERPRETATION
 SWOT ANALYSIS
 FINDINGS
 SUGGESTIONS & RECOMMENDATIONS
 CONCLUSION
CHAPTER –V
• APPENDIX
• BIBLIOGRAPHY & QUESTIONNAIRE

2. DECLARATION
I, MANOJ hereby declare that the project entitled “ACQUISITION &
RETENTION OF AIRTEL CUSTOMER ” is my original work, done by me.
Now it is an asset of VAISH COLLEGE, Rohtak. All the rights for
using this project report lie with the institute. Unauthorized copying, hiring,
broadcasting, or rental of this project without permission from the
institute will be considered illegal.
DATE: Sign. Of Student

3. ACKNOWLEDGEMENT
Presenting a Summer Training project of this type is an arduous task, demanding a lot
of time. I cannot in full measure reciprocate the kindness shown and contribution made by
various persons in this endeavor. I will remember all of them with gratitude.
My sincere thanks towards Mr. ANAND PRIYA DE ASM -Airtel, Rohtak), for
giving me a chance to take this project and for her valuable guidance, which helped me on all
those points, which I needed to include in, with full intensity , for his significant support
extended for the successful completion of the project
I am extremely gratified to Mr. RAHUL SINGH (T.L., Airtel), who was extremely
helpful in offering his professional expertise and bestowing me practical knowledge in all
spheres related to the whole organization working.
I am always beholden to my God, for always being with me and showing me the right
ways, my family members, for always doing favors to me and my friends and colleagues
consistently helped with encouragement and criticism throughout the project work, for
always lifting my sights to higher vision, raising my personality beyond normal limitation
and for realizing me my strengths and potential, specially my brother, as I did not always
welcome her exhortation, “try again; you can do better.” But this project owes a great deal to
it – and so do I.

4. PREFACE
It’s a thing of massive gratification for me to present this Summer Training Project
Report on the topic “ Customer Acquisition & retention of airtel customer ”
completed in an unrivaled organization ‘AIRTEL’.
Mobile telephony adoption is on the rise and recent technological innovations have
dramatically enhanced the capabilities of the wireless telephone. Leveraging the power of
these new capabilities, various business sectors are working together to offer a wide array of
services. Each sector is looking for the next “killer application," yet we are still learning
about people's information and communication needs while "on the go."
The goal of this two-months training is to bring together an international group of 5-8
practitioners and researchers from various sectors of the mobile communications industry. We
will discuss the following topic areas and, prior to the workshop; invite participants to
identify specific issues that they feel are particularly relevant and timely.
I myself have for a long time deeply interested in studying consumer trends &
behavior towards mobile industry. I know that even in the areas in which I have a little
knowledge, I do not know enough. There are new tasks in these areas for which I am not
yet equipped with tested, proven approaches and tools. New areas of challenge and new
technology problems has arisen, where I have done 7 little work so far and where I have so
far only ignorance rather than even a modicum of knowledge.
This project attempts to identify and define areas related to consumer behavior
regarding new connection services. It also attempts to develop at least first approach to these
areas, to think through policies, principles, and practices to accomplish the new tasks and to
satisfy the customer needs. By this practical training I am able to equip the manager with the

5. Understanding, the thinking, the knowledge, and the skills for todays and also for
tomorrow’s market exigency. Initially I was just having the bookish knowledge about
all Marketing policies, practices and functions, but after joining this organization, I
got most of the practical knowledge. I have come to know, what actually happens in the
organizations. Though it is not possible to have the information of all the spheres in market,
in such a very short period, but I tried to get more and more about all functions and practices
applied in practical working, I have particularly stresses on. This is the boom time for
mobile industry. Youths are having keen flair for mobile communication.
Now the mobile communications are the fastest growing industry. We can reach to anyone,
anywhere across world through mobile connectivity. Just look in the areas they’re in; health,
education, banking, insurance, travel, couriers, manufacturing, entertainment,
government, computer helpdesks- the list goes on market is going on global, & so the need of
communication is emerging day by day…
I saw that though the times are hard but if same thing innovative is done, people will get
more craze for that. We are fast becoming a part of a new era of management. No longer
does a manager sit in an ivory tower and issue directives from a distance. This study,
complex as it is, has acquired new dimensions with the dynamic social and technological
changes of the past two decades. Changing technologies, cultural diversity, more educated
work force and awareness of rights and privileges have prompted a new look at the entire
organizational structures and systems. This project report has been painstakingly and
thoroughly prepared to cover extensively various facets – both micro as well as macro –

6. of the field of telecommunication marketing. Its coverage is broad and up to date and it is
balanced in terms of concept and application. Since customers are the most important
asset of any organization, there is increased emphasis on the need for understanding
people in a manner to satisfy them through quality of services. The language of the
presentation is highly communicative so that it becomes interesting and comprehensible.
This project is intended for a wide audience. It will be useful to not only the students of
management, marketing management and consumer behavior, but also to the people in any
other field and management practitioners who want to understand and enrich their
understanding of consumer trends & effectively manage their sales.

7. EXECUTIVE SUMMARY
Airtel comes to you from Bharti Cellular Limited - a part of the biggest
private integrated telecom conglomerate, Bharti Enterprises. Bharti provides a range of
telecom services, which include Cellular, Basic, Internet and recently introduced
National Long Distance. Bharti also manufactures and exports telephone terminals
and cordless phones. Apart from being the largest manufacturer of telephone
instruments in India, it is also the first company to export its products to the USA. Bharti
is the leading cellular service provider, with a footprint in 15 states covering all four
metros and more than 7 million satisfied customers Bharti Tele-Ventures believes that the
demand for mobile services in India will continue to grow rapidly as a result of the
following factors:
⇏ Lower tariffs and handset prices over time;
⇏ Growth in pre-paid customer category;
⇏ Greater economic growth and continued development of India's economy;

8. ⇏ Higher quality mobile networks and services; and
⇏ Greater variety and usage of value added services
The project is based on the study of consumer trends, behaviour, preferences and level of
satisfaction in Airtel communication Ltd. The study was conducted in Delhi with sample size
of 50 and sample units were suppliers and Consumer of mobile connection
INDEX
1. Sector’s Profile
2. Company Profile
3. Executive Training
4. Introduction to study
5. Methodology
6. Analysis of performance V/s Target
7. SWOT analysis
8. Suggestion
9. Limitation

9. 10. Questionnaire
11. Conclusion
12. Bibliography
INTRODUCTION OF THE PROJECT
INTRODUCTION
TELECOM HISTORY SINCE 1842 TILL NOW
With the dramatic changes in interpersonal communication over the past decade, Internet
messaging has emerged as the primary medium for transferring information quickly,
inexpensively, and reliably. However, the growing popularity of wireless telephones has
added another dimension to the communications equation—mobility. As more Indians rely
on cellular communication, this market is expected to see explosive growth over the forecast

10. period.
Let’s have a review of telecommunication History:-
TELECOM HISTORY
1842: Wireless by conduction
1843: Early electromagnetic research, wireless by induction
1865: Induction and Dr. Loomis
Early radio discoveries
1879: D.E. Hughes and the first radio-telephone reception
1880: The photo phone and the first voice radio-telephone call
1880 to 1900: Radio development begins in earnest
1910: The first car-telephone
1924: The first car-mounted radio-telephone
1937: Early conventional radio-telephone development

11. The Modern era begins
1946: The first commercial American radio-telephone service
1947: Cellular systems first discussed
1948: The first automatic radio telephone service
1969: The first cellular radio system
1973: The Father of the cell phone
1978: First generation analog cellular systems begin
1980: Growth of Japanese cellular development
1981: NMT -- the first multinational cellular system
1982: The rise of GSM
1990: North America goes digital: IS-54
Prehistory (Birth to Bell Labs, 1924)
While puzzling over the mysteries of radio, many inventors worked concurrently on
power generation, telegraphs, lighting, and later, telephone. The thorough understanding of
electricity required to produce a reliable, practical radio system took a long time and
happened in different phases.
In 1820, Danish physicist Christian Ousted discovered electromagnetism, the science that
could help generate electrical power and, if fully understood and applied, usher in the era of
telecommunication.

12. Michael Faraday - 1791 to 1867
In 1821 Michael Faraday reversed Oberstar’s experiment and in so doing discovered
induction. This helped him build the world's first electricity generator. He worked on
Different electrical problems in the next ten years, eventually publishing his results
on induction in 1831.
Joseph Henry - 1797 to 1878
In 1830 the great American scientist Professor Joseph Henry transmitted the first
practical electrical signal; showing that electromagnetism could do more than just create
current or pick up heavy weights -- it could communicate. In a stunning demonstration in his
Albany Academy classroom, Henry created the forerunner of the telegraph. While Henry did
not pursue electrical signaling, he did help someone who did. And that man was Samuel
Finley Breese Morse.
Samuel Morse - 1791 to 1872
In 1837 Samuel Morse invented the first practical telegraph, applied for its patent in
1838 and was finally granted it in 1848. Joseph Henry helped Morse build a telegraph relay
Or repeater that allowed long distance operation. The telegraph brought the country closer
and eventually the world. Morse also experimented with wireless, not by passing signals
though the atmosphere but through the earth and water. Without a cable.

13. Wireless by conduction
On October 18, 1842, Morse laid wires between Governor's Island and Castle
Garden, New York, a distance of about a mile. Part of that circuit was under water. But
before he could complete this demonstration a passing ship pulled up his cable, ending it
seemed, his experiment. Undaunted, Morse proceeded without the cable, passing his
telegraph signals through the water itself. This is wireless by conduction.
Over the next thirty years most inventors and developers concentrated on wire line
telegraphy, that is, conventional telegraphy carried over wires suspended on poles. Few
tinkered exclusively with wireless since a basic radio theory had not yet been worked out.
Telegraphy, however, did produce a good understanding of wireless by induction since wires
ran parallel to each other and often induced rogue currents into other lines.
Early electromagnetic research
In 1843 Faraday began intensive research into whether space could conduct
electricity.
In 1864 Maxwell released his paper "Dynamical Theory of the Electromagnetic
Field" which concluded that light, electricity and magnetism were all related and that all
electromagnetic phenomena travelled in waves.

14. Induction and Dr. Loomis
In 1865, a dentist Dr. Mahlon Loomis of Virginia may have been the first person to
communicate through wireless via the atmosphere. Between 1866 and 1873 he transmitted
telegraphic messages at a distance of 18 miles. At one location he even flew a metal-framed
kite on a metal wire, perhaps taking inspiration from Benjamin Franklin. At another location
a similar kite picked up these signals and noted them with a galvanometer.
Early radio discoveries
Maxwell's 1864 conclusions were distributed around the world and created a
sensation. But it was not until 1888 that Professor Heinrich Hertz of Bonn, Germany, could
produce and detect radio waves consistently and reliably.
On November 22, 1875, while working on acoustical telegraphy, a science close to
telephony, Thomas Alva Edison noticed unusual looking electro-magnetic sparks.
D.E. Hughes and the first radio-telephone reception
From 1879 to 1886, London-born David Hughes discovered radio waves but was told
incorrectly that he had discovered no such thing. Discouraged, he pursued radio no further.
Hughes noticed a clicking noise in his home built telephone each time he worked
using his induction balance, a device now often used as a metal detector. He transmitted
signals from one room to another in his house in London. But since the greatest range there
was about 60 feet, Hughes took to the streets with his telephone, intently listening for the
clicking produced by his clockwork transmitter, gradually diminishing until it no longer
could be heard.
Alexander Graham Bell was the man who invented the telephone and made the first
call on a wired telephone to Thomas Watson. Bell was also first with radio.

15. 1888 onwards: Radio development begins in earnest
In 1888 the German, Heinrich Hertz, conclusively proved Maxwell's prediction that
electricity could travel in waves through the atmosphere. Unlike Hughes, the extensive and
systematic experiments into radio waves that Hertz conducted were recognized and validated
by inventors around the world.
Jagadish Chandra Bose demonstrated electromagnetic waves in 1895 "by using them to ring a
bell remotely and to explode some gunpowder".
Marconi established the first successful radio system. In 1901, his radio-telegraph
system sent signals across the Atlantic Ocean. Ships were the first wireless mobile platforms.
In 1901 Marconi placed a radio aboard a Thorny croft steam-powered truck, thus producing
the first land-based wireless mobile transmitting data, not voice.
In December 24, 1906, Reginald Fessenden accomplished the first radio band
wave communication of human speech over a distance of 11 miles, from Brant Rock,
Massachusetts, to ships in the Atlantic Ocean. Radio was no longer limited to telegraph
codes, no longer just a wireless telegraph, but a means of verbal communication.
The first car-telephone
From 1910 onwards, Lars Magnus Ericsson, the man who founded Ericsson in
1876, and his wife Hilda, regularly worked the first car telephone. Access was not by radio,
instead there were two long sticks, like fishing rods, handled by Hilda. She would hook them
Over a pair of telephone wires, seeking a pair that was free. When they were found, Lars
Magnus would crank the dynamo handle of the telephone, which produced a signal to an
operator in the nearest exchange.

16. Around the same time, the triode tube was developed, allowing far greater signal
strength to be developed both for wire line and wireless telephony. No longer passive like a
crystal set, a triode was powered by an external source, which provided much better reception
and volume.
Later, with Armstrong's regenerative circuit, tubes were developed that could either
transmit or receive signals, were stable and powerful enough to carry the human voice and
sensitive enough to detect those signals in the radio spectrum.
In 1919, three firms came together to develop a wireless company that one day would
have a reach across the globe. Heavy equipment maker ASEA, boiler and gas equipment
maker AGA and telephone manufacturer LM Ericsson, formed SRA Radio, the forerunner of
Ericsson's radio division.
The first car-mounted radio-telephone
Bell Laboratories claims to have invented the first version of a mobile in 1924. It was
a two-way, voice-based radio-telephone and the adjoining photograph from their site
certainly seems to confirm it.

17. History of cellular mobile telephony: 1982 to 2001
1980 - First cellular phones began to appear
1982 - Nordic Mobile Telephony (NMT) standard
1983 - American Mobile Phone System (AMPS) standard
1986 - Nordic Mobile Telephony (NMT) 900 MHz
1991 - Commercial launch of the GSM service
1993 - Coverage of main roads GSM services start outside Europe
1994 - Japanese Digital Cellular (JDC)
1996 - USA Personal Communications Systems (PCS)
1982 - The beginning
During the early 1980s, analog cellular telephone systems experienced rapid growth
in Europe, particularly in Scandinavia and the United Kingdom, but also in France and
Germany. Each country developed its own system, which was incompatible with those of
others, in equipment and operation. This was an undesirable situation, because not only was
the mobile equipment limited to operation within national boundaries, but also limited to the
market for each type of equipment. This scenario in a unified Europe was undesirable.
The Europeans realized this early on, and in 1982, the Conference of European Posts
and Telegraphs (CEPT) form a study group called the Group Special Mobile (GSM) to study
and develop a pan-European public land mobile system. The proposed system had to meet
certain criteria, which included:
1. Good subjective speech quality.
2. Low terminal and service cost.
3. Support for international roaming.
4. Ability to support handheld terminals.
5. Support for a range of new services and facilities.

18. 6. Spectral efficiency
7. ISDN compatibility.
Nordic Telecom and Netherlands PTT proposed to the CEPT the development of a
new digital cellular standard that would cope with the ever-burgeoning demands on European
mobile networks. The European Commission (EC) issued a directive which required member
states to reserve frequencies in the 900 MHz band for GSM to allow for roaming.
1986 Main GSM radio transmission techniques were chosen.
1987 September - 13 operators and administrators from 12 areas in the CEPT GSM advisory
group signed the charter GSM (Groupe Spéciale Mobile) MoU "Club" agreement, with a
launch date of 1 July 1991.
The original French name Groupe Spéciale Mobile was changed to Global System for Mobile
communications; but the original GSM acronym remains.
GSM SPECIFICATIONS WERE DRAFTED.
1989 – 1998
In 1989, GSM responsibility was transferred to the European Telecommunication
Standards Institute (ETSI), and phase I of the GSM specifications was published in 1990.
Commercial services started in mid 1991, and by 1993 there were 36 GSM networks in 22
countries, with 25 additional countries like South Africa, Australia and many Middle and Far
East countries opting for GSM. By the beginning of 1994, there were 1.3 million subscribers
worldwide.
The developers of GSM chose an unproven (at that time) digital system, as opposed to
the then standard analog cellular systems like AMPS in the United States and TACS in the
United Kingdom. They had faith in the advancements in compression algorithms and digital
signal processors to allow the fulfillment of the original criteria and the continual
improvement of the system in terms of quality and cost.
The European Telecommunications Standards Institute (ETSI) defined GSM as the
internationally accepted digital cellular telephony standa

19. 1990
Phase 1 GSM 900 specifications were frozen
DCS adaptation started.
Validation systems implemented.
First GSM World congress at Rome had 650 participants.
1991
First GSM specification was demonstrated.
DCS specifications were frozen.
GSM World Congress at Nice had 690 participants.
1992
January - The first GSM network operator was Oy Radiolinja Ab in Finland.
December 1992 - 13 networks were on air in 7 areas.
GSM World Congress at Berlin had 630 participants.
1993
GSM was demonstrated for the first time in Africa at Telkom '93 in Cape Town.
Roaming agreements between several operators were established.
By December 1993, 32 networks were on air in 18 areas.
GSM World Congress at Lisbon progressed with 760 participants.
Telkom '93 was held in Cape Town. First GSM systems were shown.
1994
First GSM networks in Africa were launched in South Africa.
Phase 2 data /fax bearer services were launched.
Vodacom became the first GSM network in the world to implement data/fax.
GSM World Congress at Athens drew 780 participants.
December 1994 -- 69 networks were on air in 43 areas.

20. 1995
GSM MOU was formally registered as an association registered in Switzerland with 156
members from 86 areas.
GSM World Congress at Madrid attracted 1400 participants.
December 1995 - 117 networks were on air in 69 areas.
Fax, Data and SMS roaming started.
GSM phase 2 standardisation was completed, including adaptation for PCS 1900.
First PCS 1900 network was shown live 'on air' in the USA.
Telecom '95, Geneva -- Nokia shows 33.6 kbps multimedia data via GSM.
Namibia goes on-line.
Ericsson 337 wins GSM ‘phone of the year’.
US FCC auctioned off PCS licenses.
1996
December 1996 - 120 networks were on air in 84 areas.
GSM World Congress was held in Cannes.
GSM MOU Plenary was held in Atlanta GA, USA.
8K SIM was launched.
Pre-paid GSM SIM cards were launched.
Bundled billing was introduced in South Africa.
Libya goes on-line.
Option International launches the world's first GSM/Fixed-line modem.
2001
Feb -- GSM Conference held in Cannes.
By May 2001 there were 500m GSM 900/1800/1900 users worldwide.
16 billion SMS messages were sent in April 2001.
By April, 500 million people are GSM users.

21. COMPANY PROFILE
Airtel comes to you from Bharti Cellular Limited - a part of the biggest private
integrated telecom conglomerate, Bharti Enterprises.
Bharti provides a range of telecom services, which include Cellular, Basic, Internet
and recently introduced National Long Distance. Bharti also manufactures and
exports telephone terminals and cordless phones. Apart from being the largest
manufacturer of telephone instruments in India, it is also the first company to export its
products to the USA. Bharti is the leading cellular service provider, with a footprint in 15
states covering all four metros and more than 7 million satisfied customers.
VISION:
To make mobile communications a way of life and be the customers' first choice.
MISSION:
We will meet the mobile communication needs of our customers through:
•Error-free service delivery
•Innovative products and services
• Cost efficiency
• Unified Messaging Solutions
CORE VALUE:
We will delight our customer with our simplicity, speed & innovation.
We will honors our commitment.
We will follow the highest standard of professional integrity & behavior.
We will respect individual, build winning teams and lead by example.
We will create a fun filled and friendly workplace.

22. AIRTEL MOBILE COMMUNICATIONS LIMITED
Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting
investments in telecommunications services. Its subsidiaries operate telecom services across
India. Bharti Tele-Ventures is India's leading private sector provider of telecommunications
services based on a strong customer base consisting of 7.42 million total customers, which
constitute, 6.76 million mobile and 657,000 fixed line customers, as of April 30, 2004.
Bharti Tele-Ventures vision for its mobile business is “To make mobile communications a
way of life and be the customers first choice”.
The mission is to meet the mobile communication needs of the customer through 1) error free
service 2) Innovative products and services and 3) cost efficiency. The Company’s strategic
objective is to consolidate its leadership position amongst the mobile service providers in
India.
The Indian mobile market, according to the COAI, has increased from approximately 1.2
million subscribers as of March 31, 1999 to approximately 29.21 million subscribers as of
June 30, 2004.
Despite this rapid growth, the mobile penetration rate in India, at approximately 2.8% as of
June 30, 2004, is significantly lower than the average mobile penetration rate in other Asian
and international markets.
The number of mobile subscribers in India is expected to show rapid growth over the next
four years. By 2006 it is projected at 50 million by COAI and 44 million by Gartner.
Bharti Tele-Ventures believes that the demand for mobile services in India will continue to
grow rapidly as a result of the following factors:
⇏ Lower tariffs and handset prices over time

23. ⇏ Growth in pre-paid customer category;
⇏ Greater economic growth and continued development of India's economy;
⇏ Higher quality mobile networks and services; and
⇏ Greater variety and usage of value added services.
Bharti Tele-Ventures, through its subsidiary has the licenses to provide GSM services in
all the twenty-two telecom circles in India. It proposes to consolidate all its subsidiaries
providing mobile services under Bharti Cellular Limited.
As of June 30, 2004, approximately 92% of India's total mobile subscriber market resided
in the Company's sixteen mobile circles, which collectively covered only 56% of India's
land mass.

24. AIRTEL DISTRIBUTION SYSTEM
DISTRIBUTION SYSTEM
A proper distribution system is very important for every company because now a days the
customer wants full service without any pain. Airtel has a deep penetration in the market of
prepaid cards, coupons, easy recharge and postpaid cards. I also seen in the market the
happy faces of customers and retailers of Airtel because of the easy availability of
Airtel cards and coupons.

25. BENEFITS OF GOOD DISTRIBUTION SYSTEM
1. Easy availability
2. Satisfied customers
3. Competitive advantage
4. Better market reputation
5. Saves time
DISTRIBUTION SYSTEM OF AIRTEL
1. Organization (C&FA's)
2. Distributor
3. Retailer
4. Customer
OBJECTIVE OF THE STYDY
o To study the consumer trends in telecommunication sector and study consumer
decision-making & preferences.
o To study marketing strategies adopted by Airtel.

26. o To study the level of customer satisfaction in Airtel.
o To understand the needs of different consumer segments.
o Comparative study of different mobile companies.
o To know why some retailers don’t sell new connections of Airtel.

27. BUSINESS & MARKETING STRATEGIES
Some Marketing And Business Tools Adopted By AIRTEL As To
Promote Its Activities:
Seminars: seminars are conducted at different places by the expert time by time
to make people aware.
Publicity: publicity is done through various media.
Stalls at famous places: they conduct their stall after a particular period of time
on the famous and public place to attract them towards themselves.
DSA (Direct Sales Agency)
Print media
Hoarding
Banners
Advertisement
Leaflets
Follow ups
By KNOP

28. Mobile Strategy
Capture maximum telecommunications revenue potential with minimum geographical
coverage to maximize its revenues and margins. Build high quality mobile networks
by deploying state-of-the-art technology to offer superior services.
Use the experience it has gained from operating its existing mobile networks to develop and
operate other mobile networks in India and to share the expertise across all of its existing and
new Circles.
Attract and retain high revenue generating customers by providing competitive tariffs,
offering high quality customer support, proactive retention programs and roaming packages
across all of its mobile circles.
Provide affordable tariff plans to suit each segment of the market with a view to expand the
reach, thereby increasing the mobile customer base rapidly.
Key highlights of Jan-04 are as follows:
Industry additions were up from the last month's 12.71 lacks to 13.69 Laces this month. In
percentage terms, this translates to a increase of 8 % in net ads over last month.
The number of subscribers moved up from 21.99 MN at the end of Dec-03 to 23.36 MN at
the end of Jan-04, a growth of 6.22 %.
All India monthly growth in subscriber numbers was 6.13 %. The growth elsewhere was:
· Metros – 5.28 %
· A circles – 6.22 %
· B circles – 7.75 %
· C circles – 3.43 %
All Circles Total – 6.67 %

29. Airtel – 6.39 %
B Circle category has shown the highest growth in subscriber base on an individual basis
this month.
At Airtel, we have always sought to enhance value for you as a customer by providing you
the most relevant and easy to use services through innovation and by harnessing the latest
developments in technology. In line with this strategy, we have constantly introduced
innovative products and services to suit your unique needs and wants.
Our services range from CLI to Music Messaging to Lost Call Alerts – all to serve you
better.
Move your mouse over any service from the following menu to get a brief description on
what it is all about.
SMS
ASTROLOGY
RINGTONES
VOICE-MAIL
DAIL-A-RINGTONE
LOGOS
CALLER TUNES
MUSIC MESSAGING
FLASH MESSAGES
BLINKING MESSAGES
JOKES
LOVE JOKES
YAHOO! MESSAGING
YAHOO! MAIL
NEWS UPDATES
SPORTS
CALLER IDENTIFICATION

30. TRENDS IN MOBILE COMMUNICATIONS
The growth and penetration of sophisticated digital communication systems,
infrastructures, and services, has been increasing constantly over the last decade. Examples
of these services are the Internet, electronic mail, multimedia, pagers, PDA's, and mobile
telephony. From marginal penetration 15 years ago, these systems and services are
becoming a commodity in both professional and consumer markets worldwide. The
developments in these fields are still going strong. In particular, rapid advances - both in
technology and services - can currently be observed in wireless and mobile systems that
support the communication of different media, such as data, speech, audio, video and
control.
Current wireless network and mobile phone services roll-out is centered around four
available technologies, namely WAP, UMTS, Bluetooth, and mobile positioning systems.
The wireless application protocol (WAP), initially carried by second generation GSM and in
the future by third generation UMTS wireless networks, will turn the mobile phone into a
networked smart-phone capable of low to medium data rate Internet functionalities.
Bluetooth will allow for short-range data communication between
consumer appliances in a domestic environment. Positioning systems will become
integral part of mobile phones such that services can be made dependent on the location of
the user in the network.
When projecting the progress in mobile networks and services into the future, three
developments are of importance. In the first place, we can observe that more and more
Mobile phone-like devices start to include accessories such as a small keyboard, a
display, and a speech interface. Such communication and information-oriented systems
are emerging as hybrids between the mobile phone and the wireless laptop personal
computer. With higher bit rates supporting more advanced services, the integration of
the personal computer and personal communication devices will be pushed even further.

31. In the second place, we observe that computing resources are becoming ubiquitously - that is
everywhere and at all time - available. We will soon live in an environment that supports us
by providing ubiquitous Computing for a wide variety of tasks and services. Daily life
consumables, durable products and services already contain an ever-increasing number of
sensors, actuators, processing units, and (embedded) software. The personal computer has
entered daily life as a necessary commodity, and the development of sophisticated
communication systems in today's society relies heavily on the availability of computation
resources.
Finally, we observe that communication and computing is becoming increasingly personal.
The device (and therefore the user) is always on-line, the user is identifiable, the device can
be personalized, and the system knows about the user’s position.
“CELLULAR MOBILE PRICING STRUCTURE AND TRENDS”
Successful growth and diffusion of mobile communication services is focusing greater
attention on how mobile relates to fixed networks. Accordingly, it is necessary for regulatory
authorities to review current frameworks in those instances where regulation might impede
the offering of certain pricing structures, such as calling party pays. This issue is critical in
putting fixed and mobile networks on an equal footing, so the potential for competition
between networks can be exploited. Testing the demand for new pricing structures can be left to
the market. Successful growth and diffusion of mobile communication services is focusing
greater attention on how mobile communication relates to the Internet and electronic
commerce. This report reviews and benchmarks the pricing of emerging services such as short
message services. These services are the harbingers of ? Third generation ? Information services
over mobile networks, and policy makers need to review current regulatory frameworks to
enhance pricing innovation and competition in the provision of these services.

32. INDIVIDUAL CUSTOMIZATION
An important trend in our society is agility or mass individualization. Consumer behavior is
much more volatile, much less predictable and increasingly concerned with instant
gratification. The expectation is that in due course this trend towards individualization will
become a more important factor in the emerging markets too, particularly in the urban areas.
As well as setting quality standards for products, this attitude also demands delivery at the
right time and in the right place. At any moment, wherever the consumer may be, it has to be
possible to satisfy his or her requirements; it is a question of the consumer as a "moving
target" and how we can increase our chances of "scoring a hit".
In modern thinking about categories of consumers, every consumer has something of this
instant consumer in his or her make-up, alongside other possible descriptions, such as
"rational", "social" and "responsible". What's more, this can vary according to the product
category. One moment, moreover, this instant consumer will be demanding products on the
basis of flavor, convenience or cheapness, and in the next breath will be voicing concerns
about the environment, animal welfare or his or her own health. The likelihood is that in the
long term health, the environment and animal welfare will be significant factors in the
concept of quality, as safety already is.
Changes in consumption patterns are an important factor in this development. While the retail
trade is evolving from supermarket to household service provider in response to mass
individualization, consumers are increasingly also obtaining their food through other outlets:
company canteens, take-away meals, snack bars, old people's homes etc. "Young couples" in
Europe are rapidly moving towards the situation that already exists in the United States,
where 50% of the food consumed is prepared outside the home. This places different
demands on products in terms of keeping qualities (shelf life), convenience and presentation.
Consumer-driven technology development

33. These trends in the market and among consumers generate a demand for a more differentiated
and more rapidly changing product range and also call for a different approach to technology
development (dedicated production systems). In the future there will have to be product
development that takes the dynamic of the market and the divergent wishes of the consumers
as its starting point and uses the technologies of the future: biotechnology, separations
technology, sensor technology and modern information technology (IT). To achieve this,
product development will have to be tackled in a more structured way, and knowledge
deriving from different areas of research will have to be integrated more effectively. The
development of sensor technology in the agro sector, for instance, requires the integration of
materials technology, biotechnology and process technology. New scientific developments
also provide interfaces through which the sector may respond to wishes relating to health:
both the information about genetic aspects and the new insights into bioactive components -
substances that, in low concentrations, affect human health - offer interesting prospects of
made-to-measure food!
In the future, "made-to-measure food" will also mean "food produced in a way that the public
finds socially acceptable". Such aspects as the environment, animal welfare etc. will play a
major role. This will have to be specifically taken into account in the development of
technology.

34. From chains to flexible networks
As well as imposing requirements in terms of technology development, trends such as mass
individualization call for a responsive answer to a sharply fluctuating market demand. This
places considerable demands on the organization of agricultural production chains. The full
vertical integration of links in a chain can mean a loss of flexibility. It would appear to be
more efficient to opt for a continuation of the development of the chain concept; leading to
responsive networks that combine the advantage of co-ordination with the flexibility of more
loosely linked organizations. These independent organizations work closely together in the
flow of goods along the chain in order to achieve the desired "customer value" at the lowest
possible cost.

35. M
ORGANIZATION STRUCTURE
Organisation of AIRTEL provides services through FSO (Full Service Outlets) and
DSA (Direct Sales Agent)
“MANAGEMENT HIERARCHY AT AIRTEL”
THREE TYPES OF SALES:
1. Primary Sales - Organization to Distribution of Prepaid, Postpaid Cards, Coupons, easy
recharge etc.
2. Secondary Sales - Distributor to Retailers
3. Tertiary Sales - Retailer to Customer.

36. PROCEDURE OF ACTIVATION OF PREPAID CONNECTION:
Dealer (Confirms on 570)
FOS (Saw that the form is completed and has Accessory papers
Distributor (Activates the card)
PROCEDURE OF ACTIVATION OF POSTPAID CONNECTION:
Dealer (Collects of Cash and facilitates in Competition)
FOS (Collects the Form)
Distributor (Activates the card)

37. MOBILE FOOTPRINT
The map below depicts the location of, and provides certain information for, Bharti Tele-
Ventures' existing mobile circles in India:

38. SOURCE
(1) Population estimates are as per National Census, 2001 and are as of March 1, 2001. The
population for Uttar Pradesh (West) circle is approximately 37% of the total population for
the state of Uttar Pradesh.
(2) Mobile subscriber statistics are as of June 30, 2004 and are based on data released by
COAI. Mobile market size comprises the total number of mobile subscribers of all the service
providers in a circle.
(3) Demographics of Maharashtra and Tamil Nadu do not include demographics of state
capitals (metros) Mumbai and Chennai respectively.
(4) Demographics of Haryana does not include Faridabad & Gurgaon as they are included in
Delhi & NCR. Similarly demographics of Uttar Pradesh (West) & Uttaranchal does not
include Noida & Delhi as they are included in Delhi NCR.
The significant growth in the Company's mobile business has been through a combination of
organic growth and acquisitions of additional licenses and has been summarized below. The
information given below is for the total market and is not representative of our market share or
network coverage.
1) Comprises the circles of Maharashtra and Goa.
2) Comprises the circles of Delhi, Himachal Pradesh, Karnataka and Andhra Pradesh.
3) Comprises the circles of Delhi, Himachal Pradesh, Karnataka, Andhra Pradesh and
Chennai.
4) Comprises the sixteen operational circles of Bharti Tele-Ventures.
5) Based on data released by the COAI on the total number of persons subscribing to
mobile services in our licensed areas.

39. ‘COMPANY’S PLANS’
PREPAID PLANS
Are you wary of committing yourself to a date for making your bill payments?
Is it too much of a bother for you to remember dates for bill payments? Do you often
end up paying late fees against your monthly utility services bills? Do you end up
spending too much if you have the option to pay the bill later?
Think over for if one of these represents you, we have a solution for you. Start
thinking prepaid is our advise!
So what exactly is this prepaid! It is simply a way of going cellular by paying
for the talk time in advance. For e.g. if you feel that you need Rs. 300 worth of talktime
for a month, you can buy a recharge coupon which gives you that much talktime on
your cellphone. Once that money gets exhausted you can buy another recharge coupon
for the same or different denomination depending on your future need.
Prepaid allows you to be in control of your cellular expenses even while you are
spending. You will be surprised that today In India, Prepaid connections account for
almost 60 to 70 percent of the total new entrants into cellular telephony. That’s because
almost every one of us wants to be in control of our cellular expense.
Advantages of prepaid:
Some of the many advantages that you enjoy with Airtel Pre-Paid...
Total Cost Control

40. Enjoy the liberty of total cost control with your Airtel Pre-paid! Re-charge as
much as you feel the need to! Now that's what we call complete freedom!
No Rentals
Buy an Airtel prepaid card without having to pay any rentals!
No deposits
Your Airtel prepaid card comes without you having to pay heafty deposits!
STD/ISD facility till the last rupee
Now experience complete freedom like never before with Airtel! Our STD/ISD
facility allows you to make long distance calls in India and Overseas from your
cellular phone!
Instant Balance Inquiry
Check your talk-time instantly by calling our toll-free number!
60 second pulse
Airtel provides you with a 60-second pulse rate! Freedom for you to experience
like never before!
• Instant Recharge

41. • Avail of instant recharge on your Airtel prepaid card with just a few simple
steps!
• 24-hour recharge facility
• With our round-the-clock recharge facility, recharge you Airtel prepaid card
anytime, anywhere!
• Caller Line Identification
• Call Line Identification gives you the power to know the phone number of the
calling party even before you answer the call, thus giving you the choice to either
reject or take the call. It provides the added advantage of saving the incoming
number directly in the Handset Phone Book. So that the next time you want to call
the same person, you don't need to retype his number, simply use your phone
book.
• Call Divert, Call Hold and Call Wait
• Airtel prepaid card!
• Short Messaging Service (SMS)
• With Airtel’s Short Messaging Service (SMS), send messages and jokes to your
friends and colleagues, anytime anywhere!
• SMS based Information Services
• With Airtel's SMS based information services; you can get up to-the-minute cricket
scores, order flowers as well as send couriers or check your daily horoscope!
Voice Mail service
• Voice Mail lets you receive messages even when your handset is switched off or
•
• when you are outside the coverage area. You can listen to your messages whenever
you feel like, from anywhere in the world. Voice Mail can store up to 75 messages,
with each message of two-minute duration.

42. • With Airtel's SMS based information services; you can get up to-the-minute cricket
scores, order flowers as well as send couriers or check your daily horoscope!
Voice Mail service
• Voice Mail lets you receive messages even when your handset is switched off or
•
• When you are outside the coverage area. You can listen to your messages
whenever you feel like, from anywhere in the world. Voice Mail can store up to 75
messages, with each message of two-minute duration.
POST-PAID PLAN
Airtel welcomes you to a vibrant world of unlimited opportunities. More
exciting, innovative yet simple new ways to communicate, just when you want to, not
just through words but ideas, emotions and feelings. To give you the unlimited
freedom to reach out to your special people in your special way.
Post paid Plan:
New Airtel 150
ONE TIME CHARGES (Rs.)
Activation Charges 250
Membership Fee 250 (converts into security after 24 months)
Security Deposit NA
MONTHLY CHARGES (FIXED) (Rs.)
Bill Plan Charge 150

43. RESEARCH METHODOLOGY
Research problem:
To study consumer trends, behavior, preferences and level of
satisfaction in Airtel communication Ltd. The study was conducted in Delhi with
sample size of 50 and sample units were suppliers and
Consumer of mobile connection
Research Objectives:
o To study the consumer trends in telecommunication sector.
o To study consumer decision-making & preferences.
o To study marketing strategies adopted by Airtel.
o To study the level of customer satisfaction in Airtel.
o To study the market potential.
o To study customer purchase decision behavior.
o To understand the needs of different consumer segments.
o Comparative study of different mobile companies.

44. Research Design
The following methodology was adopted for the study purpose:
Type of research:
Descriptive and qualitative research design were used while conducting the project.
Sampling Design was taken by the researcher as the Research design.
The major purpose of the study is to describe the state of affairs as it exists at present.
The study was based on the facts or information already available, & analysis of this
available information make a critical evaluation of the material.
Research Method/Technique:
In the project report the researcher used following techniques while conducting his
study:
Analysis of documents
Survey Method: A market survey was done on life insurance
companies.
Interview (Personal): Both open and closed ended (unstructured) questions
were asked while taking some information from the users of the cellular at
DELHI.
Questionnaire (Structured): A structured designed comprehensive questionnaire
was framed and pretested for data collection from the customer of mobile

45. Research Data
Data is the key activity of marketing research. The design of the data
collecting method is backbone of research design.
Data constitute the foundation of statistical analysis and interpretation.
Hence the first step in statistical work is to obtain data.
Data can be obtained from two important sources, namely:
1. Primary Data
2. Secondary Data

46. Primary Data:
Primary data are gathered for the specific purpose or for a specific
research project, consist of original information for the fulfilment of project objective.
When the data are required for the particular study can be found neither in the internal
record of the enterprises nor in published sources. In some cases it may become
necessary to collect original data.
Primary data can be collected in four ways:-
1. Observation
2. Survey
Secondary Data:
Secondary data are the data, which already exists somewhere. Secondary
data provide starting point for research and after that the advantage of low cost and
ready availability. Secondary data can be divided into two types:
1. Internal data
2. External data
When researcher uses the data that has already been collected by other
data are called secondary data. Secondary data can be obtained from journals i.e.
internal sources report, government publication and books, professional bodies etc.
Internal data are reports and memos generated within an organisation to
facilitate its operations and annual report. External data are those specially produce for
outside consumption.
Sources from which the researcher has taken the secondary data are as under:

47. 1. Direct observation
2. Airtel website
3. Books for marketing management
4. Surveys and customer data & report
5. Airtels customers care office
6. Airtel’s Brouchers
SAMPLE
DESIGN Area of
Sample:
The areas covered up in this survey was DELHI
Selection of units under study
Sampling Units from DELHI were suppliers and
Consumer of mobile connection
Source list (Sampling Frame)
SUPPLIERS: 20
CUSTOMERS: 150
Sample size: 50
Sampling Procedure: Probability Sampling (Simple Random Sampling)

48. DATA ANALYSIS AND INTERPRATION
(1) Do you have own mobile connection? A.
Yes
B. No.
14
Having Mobile
Not having
mobile
86
The data shows that the total sample size of 50 people taken for research out
of which 86% of persons keep mobile with them.
Sample size - 150
Having mobile Respondent
Yes 136
No 14

49. (2) Which kind of phone you would like use?
Land line
Mobile
The data shows that the total sample size of 50 people taken for research out
of which 50% of persons like to use land line phone and 30% person like to use mobile
and rest 20% person like to use WLL.
Sample size - 50
CONNECTION Respondent
LANDLINE 25
MOBILE 15
WLL 10

50. (3) Which age group you belong to?
(a) 15-20
(b) 20-25
(c) 25-35
(d) 35- above
15-20
20-25
25-35
35-above
The analysis shows that 14% people from 15- 20 age group, 8% persons from 20-25
age group, 36% persons from 25-35 age group, and 42% of people from 35-above
age group keep mobile with them.
Sample size - 50
Age Respondent
15-20 7
20-25 4
25-35 18
35-above 21

51. (4) What occupation do you have? (a)
Business
(b) Professional
(c) Government Employee
(d) Student
The data shows that 50 persons are from, 23 persons are professionals, 16 persons are
Private and 5 persons are found retirement 6 person are government employee to
consume mobiles.
Sample size - 50
Occupation Respondent
Professional 23
Private 16
Retirement 5
Government 6

52. (5) Which connection would you prefer?
(a)MTNL
(b) Airtel
(c) Orange/ Hutch
(d) BPL
(e) Reliance
When the preferences for mobile phone connections were asked, results
Drawn that 40% of persons prefer to take BSNL because they believe in BSNL’s
better coverage & cheaper rates after BSNL, 20% of people opt Reliance services
because of its cheaper rate and flexible schemes, then Airtel is only 25% but there is
very high recommendation for its better connectivity. Airtel is rich in attractive
schemes and plans for business persons and persons related to corporate world.
Sample size: 50
Phone Connections Respondent
Airtel 20
BPL 8
MTNL 12
OTHERS 10

53. (6) You would like to take prepaid connection or Post paid connection?
a. Prepaid
b. Post paid
The research study shows that almost people from the selected segment give priority to
Post Paid connection, because of the flexibility and attractive plans for this market
segment.
Sample size: 50
Connection Respondent
Pre paid 40
Post paid 10

54. Airtel
market
Competito
r's
Airtel
market
Competitor
's
Airtel
Lapu
Competitor
's
Careter’s meeting 40% 60% 45% 55% 41% 59%
Final Touch 67% 33% 45% 55% 45% 55%
Naaz photo 36% 64% 42% 58% 43% 57%
Tone & melodies 45% 55% 43% 57% 40% 60%
Milan comm. 38% 63% 43% 57% 38% 63%
Aalamcomm. 45% 55% 57% 43% 29% 71%
Vijay electronics 38% 62% 38% 63% 38% 62%
Aman comm. 42% 58% 40% 60% 38% 62%
Rose comm. 43% 57% 29% 71% 29% 71%
TOTAL 45% 55% 43% 57% 37% 63%

55. Outlet name Airtel
market
Competito
r's
Airtel
market
Competito
r's
Airte
l
Competitor
's
A 2 Z 43% 57% 40% 60% 33% 67%
B.K.Marketing 64% 36% 50% 50% 40% 60%
Santacruz mart 61% 39% 9% 91% 41% 59%
Mobile villa 68% 32% 27% 73% 44% 56%
Vakola Mall 80% 20% 40% 60% 44% 56%
Matrix telecom 37% 63% 50% 50% 30% 70%
Gupta Telecom 58% 42% 38% 62% 45% 55%
Moon contacts 74% 26% 42% 58% 53% 47%
Mobile city 44% 56% 33% 67% 45% 55%
Konkan 58% 42% 38% 62% 43% 57%
TOTAL 61% 39% 24% 76% 43% 57%

56. Airtel
market
Competito
r's
Airtel
market
Competito
r's
Airte
l
Competitor
's
Gala & sons 75.00% 25% 53% 47% 60% 40%
Bharat telecom 75.00% 25% 45% 55% 45% 55%
Praveen & sons 70.97% 29% 56% 44% 56% 44%
Zarina general store 64.52% 35% 57% 43% 48% 52%
Ravi communication 72.73% 27% 55% 45% 48% 52%
Sai communication 75.00% 25% 45% 55% 44% 56%
Quality inn 62.50% 38% 52% 48% 56% 44%
Nirmals shop 76.47% 24% 48% 52% 60% 40%
Andheri Shop 66.67% 33% 50% 50% 43% 57%
Tota 72.27% 28% 49% 51% 54% 46%

57. Airtel Competito Airtel Competito Airtel Competitor
Nair Gallery 55% 45% 45% 55% 33% 67%
Poonam Art 50% 50% 44% 56% 43% 57%
Aman comm. 63% 38% 42% 58% 42% 58%
Khar 44% 56% 33% 67% 31% 69%
Saif business 26% 74% 47% 53% 40% 60%
Unique 43% 57% 36% 64% 67% 33%
Antiqu
e 54% 46% 54% 46% 43% 57%Harmain Entp.. 56% 44% 42% 58% 43% 57%
Orpat watches 56% 44% 56% 44% 29% 71%
Sindhi Mobiles 45% 55% 40% 60% 38% 62%
TOTAL 50% 50% 43% 57% 40% 60%

58. Airtel
market
competito
r's
Airtel
market
competito
r's
Airte
l
competitor
's
Magic gallery 46% 54% 40% 60% 31% 69%
Photo world 40% 60% 40% 60% 35% 65%
Baba Telecom 42% 58% 63% 37% 36% 64%
Gift Point 48% 52% 5% 95% 37% 63%
Gift 4 U 36% 64% 45% 55% 29% 71%
Arco electronics 43% 57% 35% 65% 36% 64%
Marlboro 38% 63% 38% 62% 36% 64%
Star comm. 43% 57% 30% 70% 36% 64%
Malik comm. 43% 57% 37% 63% 39% 61%
Highway 44% 56% 29% 71% 38% 62%
TOTAL 43% 57% 38% 62% 35% 65%

59. Amar
enterpris
Golde
n
Bhara
t
Kapil
com
Plus
Point
Plaza
com
New
Star
Kuma
il
Juhu
genera
Airtel prepaid
connection 67% 58% 63% 71% 75% 73% 56% 50% 56%Competitor's stock 33% 42% 38% 29% 25% 27% 44% 50% 44%
Airtel coupon value 42% 40% 33% 33% 42% 40% 60% 40% 50%
Competitor's coupon 58% 60% 60% 67% 58% 60% 40% 60% 50%
Airtel Lapu value 45% 40% 50% 56% 48% 47% 42% 40% 38%
Competitor's Lapu 55% 60% 50% 44% 52% 53% 58% 60% 63%

60. SWOT ANALYSIS OF AIRTEL
Strengths
INVESTOR’s FAITH:
Investor’s faith in Airtel that causes huge monetary support.
STRONG ADMINISTRATION:
Under the leadership of Bharti Cellular Ltd Airtel proved themselves as an well-organized &
administrative company.
BRAND NAME:
Airtel as a brand is the synonym of success. It is the largest private limited organization of
India.
Weakness
Lack Of Co-Ordination Between Deptt.
Lack of Choice of Good Pre-paid numbers like XXYY numbers like others providing.
Opportunity
favourable TARRIFS: Newly issued tariffs are suitable for Airtel so they can easily modify
their tariff plans according to it and gain customer attraction.
Threats
tough COMPETITION: Airtel has to face a tough competition with existing market leaders
like Reliance (Reliance is providing Free Outgoing also) Hutch, Idea, Dolphin and Trum

61. FINDINGS
Basically for providing customer services in terms of their queries to build good relation with
customers to reach a point of customer satisfaction. Building good customer relation does not
only help in expanding sales but also helps in knowing the customer better and knowing the
customer further leads to acknowledgement of tastes & preferences of the customer.
One of the various ways to reach the customer is through franchisee. It helps the customer to
be in touch with a particular business. The franchisee should be at many places to build a
strong relation with all segments of customer. It must also have many customer executives so
that there are enough people to attend all customers and time can be saved. It leads to instant
help to the consumer to be happy and satisfied and the sole purpose of marketing "Customer
Satisfaction is achieved.
OUTLOOK OF THE FRANCHISEE:
The franchisee was having transparent glasses outside so that anybody can look in that its
open from outside from inside the franchisee was beautifully furnished with furniture. Most
of the things there was of Red, black and white colour which are colours of Airtel. The
franchisee was centrally air-conditioned and have all the necessary things which customer
needs like sufficient number of seats, drinking water etc.

62. INTERACTING WITH THE CUSTOMER'S
All the customer's were treated well, when they enters the franchisee the executives greets
them. All the executives there listens the customer query very patiently and try there level
best to solve it they send the customer to the floor manager.
For eg.:
For the new connection - The executives first listening to the customer patiently (his needs
and preferences) than tell them postpaid and prepaid connection plans which most suited to
the customer and helps them to choose the best for them, on the basis of their budget, for
what purpose they are buying, how often he will use it etc.
SERVICES PROVIDED BY Franchisee:
New Postpaid and prepaid connection
New SIM issue
Duplicate SIM issue.
Coupons and Easy recharge (Value)
Bill deposit (In cash and cheque)
Solving Customer queries
Migration of prepaid connection to postpaid connection and vice versa
Name and Address change of postpaid connection
Activation of Roaming and STD
Bill details
Changing of plans
Disconnection of plan

63. Mobile problems
Queries regarding broadband, GPRS
Queries regarding Land line phone
OBSERVATION:
The executives there were not fully aware of all plans. For eg. the executives was not aware
that Rs. 2,000 prepaid Connection in which the customer's get two years incoming validity
was still going on, he come to know about it when the customer said that he got a message
from Airtel today about this plan.
Customer's of new connection were very unhappy that there connection will be activated after
a weak.
Customer's were not satisfied with the Airtel services.
Customer care number doesn't connects easily, it takes a lot of time to connect some-times a
day to speak with executive.
Many fraud cases were coming.
Most of the people are opting for postpaid connection instead of prepaid connection postpaid
and prepaid connection plans which most suited to the customer and helps them to choose the
best for them, on the basis of their budget, for what purpose they are buying, how often he
will use it etc.
Most of the people were opting for Rs. 1399 advance rental plan of 2 years.
Many customers were demanding for corporate connection but the executives said that
individual connection of corporate is not possible; they should be atleast five connections.
People were very happy with add-on scheme of postpaid and also opting for it.

64. The franchisee sells 7 to 9 postpaid and 3 to 5 prepaid connection daily.
Many customer's were coming for making adjustment in their bill plan or amount.
Many customer's were coming with the problem that the plan they are assigned was not
opted by them.
Radio-connectivity of their system was getting very slow again and again by which
the customer's were getting irritated.
The customer's who need prepaid connection were getting less preference in
comparison to the customer's who need postpaid connection.
The customers were very happy with Airtel scheme in which the customer can make
the payment through bank automatically every month by filling ECR form.

65. SUGGESTIONS
There should be more customer care numbers and executives so that the problems of
the customers can be solved quickly.
They should have more space for payment.
The executives there should be given training time to time about new schemes and
plans. No phone calls should be attended while entertaining the customer.
Every executives should know his responsibility and work.

66. CONCLUSION
“Good services is the way to retain the clients”
 AIRTEL CONNECTIONS ARE SELLING BECAUSE OF BEST NETWORK
COVERAGE.
 GOOD RELATIONSHIP OF FOS. & REATILER IS BEING HELPFUL IN
SELLING.
 LARGE MARKET COVERAGE, EASY AVAILABILITY OF COUPONS.
 CUSTOMER CARE NUMBER DOES NOT CONNECTS EASILY AND
EXECUTIVES THERE WERE ALSO NOT AWARE OF THE SCHEMES.

67. QUESTIONNAIRE
SURVEY OF AIRTEL
Dear Sir/Madam,
We are thankful to you for patronizing AIRTEL. We hope that you are
satisfied with the product and quality of the services offered by the Airtel. As there is
always scope for improvement, we would like to get your opinion in these areas.
I would, therefore, request you to kindly assist us in our efforts by sparing
a little time to give us your valuable feedback and suggestions in the feedback form
below. Please do not hesitate to inform us of any observation that you think may be
relevant. We assure you that we would try to come up to your expectations.
Name:
…………………………………………………………………………………… Sex :
………………… Age:…………
Occupation: ..
………………………………………………………………………..…………
Address:
……………………………………………………………………………………
……………………………………………………………………………………
Contact Number: +91989…………………
1. WHICH PRODUCTS OF AIRTEL THEY WERE SELLING AND

68. WHICH NOT?
2. WHY WERE THEY NOT SELLING THAT PARTICULAR PRODUCT?
3. WHAT ARE THE DIFFICULTIES FACED DURING SELLING
THE PRODUCTS.
4. WHAT IS THE LEVEL OF STOCK MAINTAINED BY THEM?
5. THEIR FEEDBACK IN COMPARISON WITH THE COMPETITORS.

69. BIBLIOGRAPHY
BOOKS
Marketing Management by Philip Kotler 13th Edition
Research Methods for management by Dr. S. Shajahan 2nd Edition
Principal & Practice of Management by L.M. Prasad, 4th Edition.
REFRENCES
AIRTEL’s reports
Books & magazine on mobile communication
WEBSITES & SEARCH ENGINE
www.airtelworld.com
www.bhartiteleventures.com
www.researchandmarket.com www.info-
shop.com www.smartmobs.com
www.yahoosearch.com