Summer Internship Project

Report on

“To Generate Leads And Tap Potential Market For HDFC Bank “

Name Of The Company : HDFC BANK

SUBMITTED TO

INDIRA INSTITUTE OF MANAGEMENT, PUNE

POST GRADUATION DIPLOMA IN MANAGEMENT

BY

Suraj Arun Jadhav

(PGDM BATCH 2018-2020)

UNDER THE GUIDANCE OF

Prof. Prashant Rege

INDIRA INSTITUTE OF MANAGEMENT PUNE

(TAPASYA, PUNE-411033)
 COLLEGE CERTIFICATE

This is to certify that the summer training report titled " To Generate Leads And Tap
Potential Market For HDFC Bank " is a record of project work done by " Suraj Arun
Jadhav " under my guidance and supervision and that it has not previously formed the basis
for the award of any degree, fellowship or associate ship to him. While completing this
assignment, we found him sincere and hard working. We wish him success in his future
endeavors.

Dr.Pandit Mali Prof. Prashant Rege

Director (SIP Mentor)
Indira Institute of Management Indira Institute of Management
 DECLARATION

I hereby declare that the Summer Internship Project (SIP) on “To Generate Leads And Tap
Potential Market For HDFC Bank ” is an Original piece of work done by me under
guidance of Mr. Vikrant Nagare (Cluster Head South Maharashtra and Pune ) All Secondary
data and other relevant information drawn from different sources for this report are duly
acknowledged by me. I have put all our sincere efforts in making the report see the light of
the day. No part of this report has been submitted by us to any university / institution for the
award of any diploma or degree.

Date: Suraj Arun Jadhav

Place: PGDM –030/18
Marketing 2018-20
 ACKNOWLEDGEMENT

The project title To generate leads and tap potential market for HDFC bank which is part of
the summer internship program of the PGDM course has been successfully completed. I take
this opportunity to thank all the people involved directly or indirectly in making this project a
success. Firstly, I would like to thank my external project guide Mr. Vikrant Nagare (Cluster
Head South Maharashtra and Pune ) for giving me an opportunity to showcase my skills and
talent by contribution favor of the organization. I would also like to thank him for providing
all the necessary facilities and support within the organization during the internship tenure. I
would like to thank my internal project guide Prof Prashant Rege of IIMP for her timely and
valuable guidance throughout the project. I am very thankful to the Dy. Director of our
institute Dr S.P Singh, who has been guiding light house for me. His constant motivation
accelerated my performance and helped me produce great results. Thank you once again to
one and all.

Suraj Arun Jadhav

PGDM -030/18
Marketing 2018-20
 TABLE OF CONTENT

Sr. No. PARTICULARS Page No.

1 Executive Summary i
2 Introduction 1
3 Industry/Sector Profile 4
4 Company Profile 18
5 Theoretical framework 29
6 Objectives and scope of product 32
7 Action Plan 34
8 Analysis and Findings 40
9 Conclusion /achievements 55
10 Key learnings 57
11 Bibliography/References 59
12 Appendix 61

LIST OF TABLE

TABLE 1: SECTORIAL CONTRIBUTION IN GDP..................................................................................................... 8

TABLE 2: MAJOR ACHIEVEMENT ..................................................................................................................... 29
TABLE 3: CSR ACTIVITIES ........................................................................................................................... 30
TABLE 4: ACTION PLAN ................................................................................................................................... 40
TABLE 5: AMOUNT DISBURSED AND RECEIVED ............................................................................................... 43
TABLE 6: INCOME GENERATED TO BANK ......................................................................................................... 44
TABLE 8: CURRENT ACCOUNT CONVERSIONS .................................................................................................. 47
TABLE 9: SAVING ACCOUNT CONVERSIONS..................................................................................................... 48
TABLE 10: PERSONAL LOAN CONVERSION....................................................................................................... 49
TABLE 11: BUSINESS LOAN CONVERSION ........................................................................................................ 50
TABLE 12: AUTO LOAN CONVERSION .............................................................................................................. 51
TABLE 13: CASH CREDIT CONVERSION ............................................................................................................ 52
TABLE 14: HOT LEAD GENERATE IN HOME LOAN............................................................................................. 53
TABLE 15: LEAD GENERATED IN HEALTH SECTOR ............................................................................................ 54
TABLE 16: SALARY ACCOUNT CONVERSION..................................................................................................... 55
TABLE 17 : OVERALL CONVERSION .................................................................................................................. 56
 LIST OF FIGURE

FIGURE 1: BUSINESS MODEL HDFC BANK .......................................................................................................... 4

FIGURE 2: SECTORIAL CONTRIBUTION IN GDP ................................................................................................... 8
FIGURE 3: BCG MATRIX OF HDFC BANK .......................................................................................................... 28
FIGURE 4: CURRENT ACCOUNT CONVERSIONS ................................................................................................ 47
FIGURE 5: SAVING ACCOUNT CONVERSIONS................................................................................................... 48
FIGURE 6: PERSONAL LOAN CONVERSION....................................................................................................... 49
FIGURE 7: BUSINESS LOAN CONVERSION ........................................................................................................ 50
FIGURE 8: AUTO LOAN CONVERSION .............................................................................................................. 51
FIGURE 9: CASH CREDIT CONVERSION ............................................................................................................ 52
FIGURE 10: HOT LEAD GENERATE IN HOME LOAN........................................................................................... 53
FIGURE 11: LEAD GENERATED IN HEALTH SECTOR .......................................................................................... 54
FIGURE 12: SALARY ACCOUNT CONVERSION ................................................................................................... 55
FIGURE 13: OVERALL CONVERSION ................................................................................................................. 56
FIGURE 14: FEED BACK FORM ......................................................................................................................... 64
FIGURE 15: CALL REPORT FORMAT ................................................................................................................. 65
FIGURE 16: SPOT SANCTION FORMAT ............................................................................................................. 66
EXECUTIVE SUMMARY

Title of Project- To Generate Leads and Tap Potential Market for HDFC Bank

Name of Company- HDFC Bank( Sadar Bazar Satara Branch )

Duration –3 Month (1 April To 30 June)

IMPORTANCE OF THE PROJECT

The main importance of this project for me is that i am b able to apply my theoretical
knowledge into practical world. as being a marketing student and learning various theories of
marketing in past two semester i would now get to apply it in practical world and gain some
experience from that. company will also get various benefits as they also get fresh blood with
latest corporate knowledge .

OBJECTIVES OF THE PROJECT

 To study the banking process of lead generation and acquisition of new customers.
 To understand the major functions along with the products and services offered by bank.
 To identify potential buyers and induce them to buy or inquire about the products or
services offered by the bank.
 To Increase sales of the business either by new leads or by nurturing old leads.

ACTION PLAN

 Bank has given weekly plan .On each day we have to work on different product. In
that we have to perform task accordingly every day.
 Plan consist of cold calling ,padyatra ,work on master initiative, arrange meeting with
our senior staff.
 In order to create credibility in the mind of customer I used to show video of HDFC
bank how it grow during past so many year
 I have to follow ICE process.
 We also use probe 42 with help of that we find information related to company .

1
FINDINGS

 Banking illiteracy is significant

 Cash transaction are preferred over digital
 Personal loan , business loan ,home loan ,CC are more preferred
 Business loan get defaulted
 Customer preferred more saving account to current account

ACHIEVEMENTS

 Generate highest lead at Satara branch of 10 Cr in business loan, Cash credit

 Disbursed 12.5 lakh of retail loan
 Opend 9 current account of 9 big firm and 11 saving account
 Installed 5 mobile point of sale machine

CONCLUSION

 More business is getting from Personal loan ,Business loan, Home loan
 Bank should be more careful and Vigilant
 Demand for individual account are more and less for current account
 Awareness is less for digital banking
 More promotion activities are required for getting Business from Auto loan ,Gold
loan

2
CHAPTER I: INTRODUCTION AND RATIONALE OF THE STUDY

3
Introduction

In today’s dynamic world banks play the most important role in the development of the
country. Banks are the institutions, which help each and every sector to expand their
business. They have also helped bring a draw of development on the world’s horizon and
developing country like India no exception.

Banks fulfils the role of a financial intermediary. This means that it acts as a vehicle for
moving finance from those who have surplus money (however temporarily) to those who
have deficit. In banking term, they channelize the funds from depositors whose accounts are
in credit to the borrowers who are in debt.

BUSINESS MODEL OF HDFC BANK

Figure 1: Business Model HDFC Bank

4
  Focus on customer relationship
 Delivering high quality customer service
 Quality and not on quantity
 Leverage technology platform
 Control operating cost
 Develop product that reduce bank cost of fund

HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business
segments:

Wholesale Banking Services: The Bank's target market ranges from large, blue-chip
manufacturing companies in the Indian corporate to small & mid-sized corporate and agro-
based businesses.

Retail Banking Services: The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It is
also a leading provider of Depository Participant (DP) services for retail customers, providing
customers the facility to hold their investments in electronic form.

Treasury: Within this business, the bank has three main product areas - Foreign Exchange
and Derivatives, Local Currency Money Market & Debt Securities, and Equities. To comply
with statutory reserve requirements, the bank are required to hold 25% of its deposits in
the form of government securities. The Treasury business is responsible for managing the
returns and market risk on this investment portfolio.

HDFC BANK at satara city for generating revenue bank focus mainly on retail banking
product like personal loan ,business loan ,and auto loan for generating revenue .I personally
use various approaches for generating revenue to bank.

5
CHAPTER II: INDUSTRY/ SECTOR PROFILE

6
 Overview of Industry

INTRODUCTION

The economy of India is a developing mixed economy. It is the world's sixth-largest economy
by nominal GDP and the third-largest by purchasing power parity (PPP). The country ranks
141st in per capita GDP (nominal) with $1723 and 123rd in per capita GDP (PPP) with
$6,616 as of 2016. After 1991 economic liberalization, India achieved 6-7% average GDP
growth annually. In FY 2015 and 2017 India's economy became the world's fastest
growing major economy surpassing China.

The long-term growth prospective of the Indian economy is positive due to its young
population, corresponding low dependency ratio, healthy savings and investment rates, and
increasing integration into the global economy. India topped the World Bank's growth
outlook for the first time in fiscal year 2015–16, during which the economy grew
7.6%. Growth is expected to have declined slightly to 7.1% for the 2016–17 fiscal
year. According to the IMF, India's growth is expected to rebound to 7.2% in the 2017–18
fiscal and 7.7% in 2018–19.

Indian economy is classified in three sectors — Agriculture and allied, Industry and Services.
Agriculture sector includes Agriculture (Agriculture proper & Livestock), Forestry &
Logging, Fishing and related activities. Industry includes 'Mining & quarrying',
Manufacturing (Registered & Unregistered), Electricity, Gas, Water supply, and
Construction. Services sector includes 'Trade, hotels, transport, communication and services
related to broadcasting', 'Financial, real estate & prof servs', 'Public Administration, defence
and other services'.

Services sector is the largest sector of India. Gross Value Added (GVA) at current prices for
Services sector is estimated at 73.79 lakh crore INR in 2016-17. Services sector accounts for
53.66% of total India's GVA of 137.51 lakh crore Indian rupees. With GVA of Rs. 39.90 lakh
crore, Industry sector contributes 29.02%. While, Agriculture and allied sector shares 17.32%
and GVA is around of 23.82 lakh crore INR.

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 Table 1: Sectorial Contribution in GDP
Sectors % Share contributed

Agriculture Sector 17.32

Industry Sector 29.02

Service Sector 53.66

Total 100

SECTORIAL CONTRIBUTION IN GDP

Agriculture Sector
17%

Service Sector
54%

Industry Sector
29%

Figure 2: Sectorial Contribution in GDP

At previous methodology, composition of Agriculture & allied, Industry, and Services sector
was 51.81%, 14.16%, and 33.25%, respectively at current prices in 1950-51. Share of
Agriculture & allied sector has declined at 18.20% in 2013-14. Share of Services sector has
improved to 57.03%. Share of Industry sector has also increased to 24.77%. Banking, Financial
Service & Insurance (BFSI)

8
India’s Rs 77 trillion (US$ 1.25 trillion)-banking industry is the backbone to the economy.
The sector emerged strong from global financial turmoil and proved its mettle when the
developed economies were shaking.
India’s banking sector is on a high-growth trajectory with around 3.5 ATMs and less than
seven bank branches per 100,000 people, according to a World Bank report. The statistics are
going to improve in near future as the Government aims to have maximum financial inclusion
in the country. Policymakers are making all the efforts to provide a facilitating policy
framework and infrastructure support to ensure meaningful financial inclusion. Apart from
that, financial institutions are collaborating with other service providers (in the fields of
telecom, technology and consumer product providers) to create an enabling environment.

Online Banking

‘Do-it-yourself’ is the new banking norm. Just an access to high-speed internet and user-
friendly smart-phone applications have made people shift to alternative channels of banking.
Many banks have adopted new-age internet tools to reach out to their clients to facilitate easy
and comfortable banking.

 For instance, in ING Vysya Bank, 80 per cent of demand draft volumes generate
through real time gross settlement (RTGS) and national electronic funds transfer
(NEFT) while for HDFC Bank, 82 per cent of all transactions come from non-bank
channels, with net banking and mobile banking accounting for 44 per cent of all
transactions.

 "Most online transactions are real-time and do not involve paper-based transactions,
thus saving customer time. We are witnessing rapid customer adoption for net
banking over and above their normal account related transactions. They are now
viewing net banking as a single stop for all their banking requirements," said Tejas
Maniar, Head, net banking, HDFC Bank, said.

9
  Some banks like ICICI Bank have endeavored to take a step further and introduce
social media-based banking apps. ‘Pockets’ by ICICI allows its customers to have the
convenience of banking while they are on Facebook.

 Similarly, Kotak Mahindra Bank is working on online personal finance management

tools, shopping cart and an e-relationship manager.

 Bankers reveal that customers use their net-banking facility for non-account related
matters like bills payment, viewing credit card statements, ticket booking etc.

 For banks, online banking helps save costs too. The cost of doing a transaction at a
teller counter ranges from Rs 40 to Rs 50 (US$ 0.65- 0.81) per transaction while in
the case of net banking this lowers significantly to Rs 2 to Rs 3 (US$ 0.032-0.048) per
transaction.

Key Statistics

Nationalized Banks accounted for the highest share of 51 per cent in gross bank credit
followed by State Bank of India and its Associates (22.7 per cent) and New Private Sector
Banks (14 per cent). Foreign Banks, Old Private Sector Banks and Regional Rural Banks had
shares of around 4.9 per cent, 5 per cent and 2.5 per cent, respectively.

 According to the Reserve Bank of India (RBI)’s ‘Quarterly Statistics on Deposits and
Credit of Scheduled Commercial Banks’, March 2013, Nationalized Banks accounted
for 52.4 per cent of the aggregate deposits, while the State Bank of India (SBI) and its
Associates accounted for 22 per cent. The share of New Private Sector Banks, Old
Private Sector Banks, Foreign Banks, and Regional Rural Banks in aggregate deposits
was 13.6 per cent, 5.1 per cent, 4 per cent and 2.9 per cent, respectively.
 Banks’ credit (loan) growth increased to 18 per cent for the fortnight ended
September 6, 2013, while deposits grew by 13.37 per cent showed the data by RBI.
 India's foreign exchange reserves increased to US$ 277.73 billion as of October 4,
2013.

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Contribution of the sector towards GDP:

With the potential to become the fifth largest banking industry in the world by 2020 and third
largest by 2025, India’s banking and financial sector is expanding rapidly. The Indian
Banking industry is currently worth Rs. 81 trillion (US $ 1.31 trillion).

The Indian banking sector consists of 26 public sector banks, 20 private sector banks and 43
foreign banks along with 61 regional rural banks (RRBs) and more than 90,000 credit
cooperatives.

Roughly, the Contribution of the banking sector to GDP is about 7.7% of GDP. Banking
sector has generated employment in the economy for about 1.5 million people.

Trend of banking industry performance for last three years:

Introduction
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalised and
well-regulated. The financial and economic conditions in the country are far superior to any
other country in the world. Credit, market and liquidity risk studies suggest that Indian banks
are generally resilient and have withstood the global downturn well.
Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures may go a long way in helping the
restructuring of the domestic banking industry.
The digital payments system in India has evolved the most among 25 countries with India’s
Immediate Payment Service (IMPS) being the only system at level 5 in the Faster Payments
Innovation Index (FPII).*
Market Size

 The Indian banking system consists of 27 public sector banks, 22 private sector banks,
44 foreign banks, 56 regional rural banks, 1,589 urban cooperative banks and 93,550
rural cooperative banks, in addition to cooperative credit institutions. Bank credit
grew at 12.64 per cent year-on-year to Rs 85.511 lakh crore (US$ 1,326.78 billion) on
May 11, 2018 from Rs 75.91 lakh crore (US$ 1,131.47) on May 12, 2017.

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Investments/developments
Key investments and developments in India’s banking industry include:

 The bank recapitalization plan by Government of India is expected to push credit

growth in the country to 15 per cent and as a result help the GDP grow by 7 per cent
in FY19.
 Public sector banks are lining up to raise funds via qualified institutional placements
(QIP), backed by better investor sentiment after the Government of India's bank
recapitalization plan and an upgrade in India's sovereign rating by Moody's Investor
Service.
 The total value of mergers and acquisition during FY17 in NBFC diversified financial
services and banking was US$ 2,564 billion, US$ 103 million and US$ 79 million
respectively.
 The biggest merger deal of FY17 was in the microfinance segment of IndusInd Bank
Limited and Bharat Financial Inclusion Limited of US$ 2.4 billion.
 In May 2018, total equity funding's of microfinance sector grew at the rate of 39.88 to
Rs 96.31 billion (Rs 4.49 billion) in 2017-18 from Rs 68.85 billion (US$ 1.03 billion).

Recent Developments

The basic motive behind such an initiative by the bank is to take the formal banking
experience to people in unbanked and under-banked areas. A mini branch, manned by one,
two or three persons, offers the entire range of products and services including savings and
current accounts, fixed deposits, recurring deposits, credit card, instant debit card and also
ATM facility. Products such as two wheeler loan, tractor loan, commercial vehicle loan,
agricultural and commodities loan among others are also offered.
National Commercial Bank intends to develop electronic services and provide technology-
based banking solutions to its clients through this initiative.

 Private lender HDFC Bank is planning to launch 500 mini branches, to be handled by
one to three people, across India by the end of FY14. The bank has added about 219
mini branches pan-India since 2012.

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  Saudi Arabia’s National Commercial Bank is said to have signed Tata Consultancy
Services (TCS) to make India’s largest software exporter implement its core banking
platform for the former. TCS offers a plethora of retail banking solutions under
Banc’s, a brand of core banking suite.
 On the similar lines, ING Vysya Bank Ltd has appointed IBM and its ‘MobileFirst’
banking solution for the development of its ING Vysya Mobile - a cost effective,
secure and scalable mobile banking application. The new application will help the
bank maximise its reach to untapped markets. Moreover, the advanced features will
enhance bank’s involvement with its clients, facilitating higher availability and
convenience.

Major players in the industry:

List of Top 10 Banking Companies in India

The Indian banking space is an exciting and dynamic one. Here is a list of the top 10 banking
companies in the country, going by market capitalization.

HDFC Bank
Going by market capitalization, HDFC Bank is the largest bank in India. Its market cap is
pegged at about INR 261,226.94 crore. As of end 2014, the bank boasted of a strong network
of 3,659 branches in 2,287 cities. To facilitate NRI banking, the bank also has overseas
branches in Bahrain, Hong Kong, Abu Dhabi, Kenya and Dubai. HDFC Bank has over
11,633 ATMs and a customer base of over 28 million. It is also ranked 45th among the top 50
banks of the world. Employing over 104 employees, HDFC Bank is one of the strongest
contenders in the private banking space.

State Bank of India

With a market capitalization of about INR 216,128.73 crore, SBI is the second most-valued
bank in India It and is perhaps the most trusted one, being a state-owned bank. The bank has
a strong network of over 13,000 branches spread across the nation and has about 190 foreign
offices in 36 countries. Along with HDFC Bank, SBI also features among the top 50 global
banks (going by market capitalization). It is also one of the largest employers in the country
and provides employment to over 220,000 personnel. SBI manages assets worth about USD
390 billion in all. (to be converted into INR---- otherwise inconsistent)

13
ICICI Bank Limited

ICICI Bank is the third largest entity in the Indian banking space, with a market capitalization
of INR 184,547.26 crore. ICICI Bank has a customer base of over 2.5 million and boasts of
an extensive network of 4050 branches across the country. With 12,475 ATMs and assets
worth USD 99 billion, the bank is currently celebrating 60 years of existence. ICICI was
formed as a World Bank initiative in 1955.The bank is headquartered in Vadodara, Gujarat
and has an international presence in 19 countries. The bank’s employee strength was
estimated at over 72,000 last year when it overtook HDFC Bank in terms of people
employed.

Axis Bank
With a market capitalization of about INR 134,685.68 crore, Axis Bank takes its place at the
fourth position among Indian banks. Founded in 1994 as UTI Bank, Axis Bank now has a
network of 2402 domestic branches and 12922 ATMs spread across the nation. The bank also
has seven international offices including the ones in Hong Kong, Singapore, Colombo,
Dubai, Abu Dhabi, and Shanghai. Axis Bank employs over 37,901 employees and is reported
to have net assets worth about USD 53 billion. Apart from retail banking, Axis Bank also
operates in NRI Services, Investment banking and treasury operations and corporate banking.

Kotak Mahindra Bank

Kotak Mahindra Bank, headed by Mr. Uday S Kotak, and with a market capitalization of INR
109,631.60 crore comes next. Kotak Mahindra Bank is currently poised for a spectacular
growth due to an all-stock merger with ING Vysya Bank. Kotak Mahindra shall now become
the fourth largest private bank in the country in terms of the business done. The combined
banking company will now have a network of 1,214 branches across the country. The bank is
likely to have employee strength of about 30,000 after the merger. The combined market
capitalization is estimated to be about INR 1.25 lakh crore.

IndusInd Bank
Founded in 1994, Hinduja Group owned IndusInd Bank has a market capitalization of about
INR 50,100.41 crore. The bank employs over 15,500 employees and has a network of 638
branches and 1238 ATMs across the country. With international offices in London and
Dubai, IndusInd Bank is known for its strong remittances business. The bank has an
exceptionally strong business base in Mumbai, Delhi, and Chennai.

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Bank of Baroda
Bank of Baroda is another large PSU banking company in India with a market capitalization
of about INR 38601.08 crore. The bank is estimated to have over 5193 branches and 38,737
employees. With a significant presence in about 25 countries, the Bank of Baroda balances
out NRI services with rural and agricultural finance. The bank is one of the major banking
operators in India’s rural sectors.

Yes Bank
Yes Bank was incorporated in the year 2004 by Mr. Rana Kapoor and Mr. Ashok Kapoor,
and currently has a market capitalization of about INR 35,169.20 crore. With a strong
network of about over 630 branches in 375 cities, and with over 1150 ATMs spread across
the country, Yes Bank is among the fastest growing banks of India. The bank employs about
12000 employees and has high ambitions for the years to come.

Punjab National Bank

Founded in 1894, Punjab National bank is one of the oldest banks in India. Unlike most
Indian banks that have their headquarters in Mumbai or Gujarat, the Punjab National Bank
has its headquarters in Delhi and has a market capitalization of about INR 30312.73 crore.
Like other PSU banks, the bank has a major focus on agricultural and rural financing but also
has a widespread international presence. The bank has 8.9 crore customers, 6081 branches in
India and abroad and a network of 6940 ATMs spread across the country.

Canara Bank
Canara Bank is another PSU that has made its mark in the Indian banking sector with a
market capitalization of about INR 18630.10 crore. Nationalized in 1976, the bank has a
network of about 3600 branches spread across the country. With 7599 ATMs, the bank is
among the first PSUs in the country to emphasize on e-banking and online services. Apart
from commercial banking, Canara Bank has also become a strong provider of corporate
banking services in India.

15
PESTEL Analysis

Political factors: A tool for the big guys .The banking sector looks all powerful — but it’s
susceptible to a bigger giant: the government. Government laws affect the state of the
banking sector. The government can intervene in the matters of banking whenever, leaving
the industry susceptible to political influence. This includes corruption amongst political
parties, or specific legislative laws such as labour laws, trade restrictions, tariffs, and political
stability.

Economic factors: Easily influenced the banking industry and the economy are tied. How
income flows, whether the economy is prospering or barely surviving during times of
recession, affects how much capital banks can access. Spending habits, and the reasons
behind them, affect when customers borrow or spend funds at banks.Additionally, when
inflation skyrockets, the bank experiences the backlash. Inflation affects currency and its
value and causes instability. Foreign investors think twice before providing their funds when
a particular country’s currency value is high. Exchange rates also affect banks globally —
stable currencies such as the US dollar impact other currencies, spending habits, and inflation
rates in other countries.

Socio cultural factors: Consumers want ease Cultural influences, such as buying behaviours
and necessities, affect how people see and use banking options. People turn to banks for
advice and assistance for loans related to business, home, and academics. Consumers seek
knowledge from bank tellers regarding saving accounts, bank related credit cards,
investments, and more. Consumers desire a seamless banking experience. And technology is
developing to allow consumers to buy products easier, without requiring assistance directly
from banks. Technological factors: Smartphones to the rescue Once, it was expected to visit
the local bank to make changes to financial accounts but not anymore.

Technological factor : Technology is changing how consumers handle their funds. Many
banks offer a mobile app to witness accounts, transfer funds, and pay bills on smart phones.
Smart phones can scan cheques, and the bank can process it from their end, at their location.
This change helps to save paper and the need to drive directly to the branch to handle these
affairs .Debit cards are also changing. Chips have been implemented, requiring users to insert
their card into debit machines rather than swiping them. Other countries, such as Canada,
have implemented a “tap” option — tapping the debit card onto the device, requiring no pin,

16
for a transaction to complete. These changes make it easier on the user to make purchases
without required intrusion from banks .Even banks themselves are utilizing technology within
the workplace. Telecommunicating through virtual meetings is being embraced. It replaces
the need for in-person meetings.

Environmental: Reduced foot print With the use of technology — particularly with mobile
banking apps — the use for paper is being reduced. Additionally, the need to drive directly to
a branch to handle affairs is minimized as well. Many issues are taken care of through mobile
apps and online banking services. Consumers can apply for credit cards online, buy cheques
online, and have many of their banking questions answered online or by phone. Thus,
reducing individual environmental foot prints.

Legal factors: Strict guidelines the banking industry follows strict laws regarding privacy,
consumer laws, and trade structures to confirm frameworks within the industry. Such
structures are required for customers in the allocated country and for international users.

Porter’s 5 Forces:

 Threat of New Entrants:

The average person can't come along and start up a bank, but there are
services, such as internet bill payment, on which entrepreneurs can capitalize.
Banks are fearful of being squeezed out of the payments business, because it is
a good source of fee-based revenue. Another trend that poses a threat is
companies offering other financial services. What would it take for an
insurance company to start offering mortgage and loan services? Not much.
Also, when analysing a regional bank, remember that the possibility of a mega
bank entering into the market poses a real threat. In Indian banking industry,
the main threats are foreign players and Non-Banking Finance Companies

 Power of Suppliers:
The suppliers of capital might not pose a big threat, but the threat of suppliers
luring away human capital does. In Indian Banking industry, RBI acts as a
regulator which pose a big threat for banks as a supplier of money

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 Power of Buyers:
The individual doesn't pose much of a threat to the banking industry, but one
major factor affecting the power of buyers is relatively high switching costs. If
a person has a mortgage, car loan, credit card, checking account and mutual
funds with one particular bank, it can be extremely tough for that person to
switch to another bank. In an attempt to lure in customers, banks try to lower
the price of switching, but many people would still rather stick with their
current bank. On the other hand, large corporate clients have banks wrapped
around their little fingers. Financial institutions - by offering better exchange
rates, more services, and exposure to foreign capital markets - work extremely
hard to get high-margin corporate clients.

 Availability of Substitutes:
As you can probably imagine, there are plenty of substitute’sin the banking
industry. Banks offer a suite of services over and above taking deposits and
lending money, but whether it is insurance, mutual funds or fixed income
securities, chances are there is a non-banking financial services company that
can offer similar services. On the lending side of the business, banks are
seeing competition rise from unconventional companies. All offer preferred
financing to customers who buy big ticket items. If car companies are offering
0% financing, why would anyone want to get a car loan from the bank and pay
5-10% interest?

 Competitive Rivalry:
The banking industry is highly competitive. The financial services industry
has been around for hundreds of years, and just about everyone who needs
banking services already has them. Because of this, banks must attempt to lure
client’s away from competitor banks. They do this by offering lower
financing, preferred rates and investment services. The banking sector is in a
race to see who can offer both the best and fastest services, but this also causes
banks to experience a lower ROA. They then have an incentive to take on
high-risk projects. In the long run, we're likely to see more consolidation in the

18
banking industry. Larger banks would prefer to take over or merge with
another bank rather than spend the money to market and advertise to people.

19
CHAPTER III: COMPANY PROFILE

20
 CHAPTER III: COMPANY PROFILE

Organization Name:-HDFC Bank Ltd

Introduction

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of RBI's liberalization of the Indian Banking Industry in 1994. The bank
was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial
Bank in January 1995.
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its experience in
the financial markets, strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
As on 31st March 2017 the authorized share capital of the Bank is Rs. 650 crore. The paid-up
share capital of the Bank as on the said date is Rs 512, 50, 91,434/- (i.e. 2562545717 equity
shares of Rs. 2/- each). The HDFC Group holds 21.198 % of the Bank's equity and about
18.458 % of the equity is held by the ADS / GDR Depositories (in respect of the bank's
American Depository Shares (ADS) and Global Depository Receipts (GDR) Issues). 34.354 %
of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has 4,81,983
shareholders.
The shares are listed on the BSE Limited and The National Stock Exchange of India Limited.
The Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange
(NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are listed
on Luxembourg Stock Exchange under ISIN No US40415F2002.

21
Mission and Vision of the company
HDFC Bank's mission is to be a World Class Indian Bank. The objective is to build
sound customer franchises across distinct businesses so as to be the preferred provider of
banking services for target retail and wholesale customer segments, and to achieve healthy
growth in profitability, consistent with the bank's risk appetite. The bank is committed to
maintain the highest level of ethical standards, professional integrity, corporate governance
and regulatory compliance. HDFC Bank’s business philosophy is based on five core values:
Operational Excellence, Customer Focus, Product Leadership, People and Sustainability.

HDFC BANK PRODUCT

Accounts

1. Regular SavingA/c
2. Basic Saving Bank Deposit A/c
3. Saving Max A/c
4. Saving Mini A/c
5. Women’s Saving A/c
6. Kid’s Advantage A/c
7. Senior Citizen A/c
8. Digi Save Youth A/c
9. Individual Current A/c
10. Regular Current A/c
11. NRE / NROA/c
12. PPFA/c
13. DematA/C

Card
1. Debit Card
2. Credit Card
3. Forex Card

22
Loan
1. Personal Loan
2. Business Loan
3. Gold Loan
4. Auto Loan
5. Education Loan
6. Home Loan
7. Term Loan
8. Cash Credit
9. Overdraft

Insurance
1. Life Insurance
2. Health and Accident Insurance
3. Motor Insurance
4. Travel Insurance
5. Two Wheeler Insurance

23
SWOT analysis of HDFC Bank:

Strengths:

 HDFC bank is the largest private banking sector in India having 5000 branches and
13000 ATM’s
 HDFC bank is located in 3000 cities in India and has more than 800 locations to serve
customers through Telephone banking.
 HDFC Bank only domestic brand in BrandZ's top 100 global list.
 HDFC Bank has lowest NPA of 0.43% than any other bank.
 HDFC Bank is Technology Bank.
 The bank’s ATM card is compatible with all domestic and international Visa/Master
card, Visa Electron/ Maestro, Plus/cirus and American Express. This is one reason for
HDFC cards to be the most preferred card for shopping and online transactions
 HDFC bank has the high degree of customer satisfaction when compared to other
private banks
 The attrition rate in HDFC is low and it is one of the best places to work in private
banking sector
 HDFC has lots of awards and recognition, it has received ‘Best Bank’ award from
various financial rating institutions like Dun and Bradstreet, Financial express, Euro
money awards for excellence, Finance Asia country awards etc.
 HDFC has good financial advisors in terms of guiding customers towards right
investments

Weakness:

 HDFC bank doesn’t have strong presence in Rural areas, where as ICICI bank its direct
competitor is expanding in rural market
 HDFC cannot enjoy first mover advantage in rural areas. Rural people are hard core
loyal in terms of banking services.
 The bank focuses mostly on high end clients
 Some of the bank’s product categories lack in performance and doesn’t have reach in
the market

24
Opportunities:

 HDFC bank has better asset quality parameters over government banks, hence the
profit growth is likely to increase
 The companies in large and SME are growing at very fast pace. HDFC has good
reputation in terms of maintaining corporate salary accounts
 HDFC bank has improved it’s bad debts portfolio and the recovery of bad debts are
high when compared to government banks
 HDFC has very good opportunities in abroad
 Greater scope for acquisitions and strategic alliances due to strong financial position

Threats:

 HDFC’s nonperforming assets (NPA) increased from 0.18 % to 0.20%. Though it is a

slight variation it’s not a good sign for the financial health of the bank
 The non-banking financial companies and new age banks are increasing in India
 The HDFC is not able to expand its market share as ICICI imposes major threat
 The government banks are trying to modernize to compete with private banks
 RBI has opened up to 74% for foreign banks to invest in Indian market.

Marketing Mix of HDFC Bank:

Product:

HDFC offers mainly banking services, but there are many financial products which it offers
along with banking. HDFC ergo, HDFC life and HDFC home loans are some of the products.
In total, the financial product portfolio of HDFC is huge. The USP of HDFC is that it designs
competitive products which guarantees great response from the market and an almost
unlimited longevity for business life. In terms of a banking, its product are its services, like
net banking and ATM, and being a major bank, HDFC has planned its products in proportion
with the ever increasing customer’s needs, demands and expectations.

Apart from offering accounts, it has carried forward its namesake of being a housing finance
corporation, and offers large variety of loans for purchasing houses, construction, re-

25
construction, buying housing land, apartments etc. with maximum loan cover of up to 85%,
and maximum repayment period of up to 20 years which is a major propulsion factor for it as
a bank. Being into the services business, the major support for the product lies in its
distribution. Thus, after the product, the place and distribution of HDFC bank services is
most important for the success of HDFC.

Place:

The bank has an amazing 3488 branches in 2231 cities across the world. It is headquartered
in Mumbai, India. HDFC bank has 11,426 ATM’s across India. Furthermore, the banks
services are delivered not only through ATMs or branches, but also through an excellent net
banking service, phone banking, mobile banking and SMS banking. HDFC ensures that it has
a presence so that it can concentrate on its huge commercial clientele along with being
present for its retail clients. Banking is an intricate function as it includes certain confidential
and security invoking processes that are to be carried on a regular basis, and they are done
with minimal margin of errors, that cannot function in an unsafe environment. To make sure
that all the daily confidential processes are duly met, placing these facilities becomes a very
thoughtful function in itself, and HDFC has overcome these challenges by placing its
operational premises at some of the most easily accessible locations across cities and towns,
that are made available to its large number of account holders at strategically planned
branches.

Price:

HDFC is known to hold major market share in the banking sector of India, and this is because
of reasonable yet profit invoking price structure for its services, which is justified to an
extent, as every corporation has to sustain inflation and overcome market hurdles. HDFC
bank has premium competitive pricing. When compared with national and PSU bank,
the pricing is premium, because the minimum amount required to open an account is high.
But at the same time, there are many rules, like home load interest, which are as per RBI
guidelines and are competitive in nature. Thus, prices for these products are in control by the
market and not by the corporation. It provides reasonable loans at maximum repayment
tenure and at par interest rates to both old and new customers. Apart from regular charges, it
does not charge anything for miscellaneous and associated functions such as cheque

26
replacement, advance loan repayment, take over etc. that justifies a lot. Thus, in some places
HDFC is premium priced, whereas in others it is evenly priced as per competition.

Promotion:

From the very beginning, HDFC has planned and executed its promotional activities in a
manner that has suited its service catalogue, and has maintained a 360 degree approach
in planning its commercials, campaigns and marketing activities in general. These
promotional activities include variety of subtle television commercials with a message, a
recent and innovative method of promotion by placing signboards and milestones in the rural
portions of country in local/native language, and placing “No Parking” boards outside
residential and commercial buildings, that has promoted its connection with the masses and
making prospective client base associated with the name i.e. HDFC. HDFC uses
undifferentiated marketing techniques; it mainly focuses on introducing its financial products
to everyone. Because banking in general, is a mass market product. However, for the HNI
customers well trained relationship managers, wealth managers are used to retain the HNI
clients with HDFC. Thus, this service too is a promotional product for HDFC. At the end,
the promotions are focused on one thing only – to spread the name of HDFC far and wide.

27
 BCG MATRIX OF HDFC BANK

Relative Market Share (Cash

Generation)

HIGH

M
ar
ke
t
MOBILE BANKING
Gr HDFC RAJIV GANDHI EQUITY
INTERNET BANKING
ow SAVINGS SCHEME, HDFC FOCUSES
th DEPOSITS,
EQUITY FUNDS
Ra INVESTMENT BANKING, CASH CREDIT,
te INSURANCE, FOREX
(C
as
h
Us
ag
e)

DEBIT/CREDIT CARD,SAVINGS HDFC INDEX FUNDS, HDFC

ACCOUNT,CURRENT BALANCED

ACCOUNT,WEALTH MANAGEMENT,
Mutual Funds

LOW Figure 3: BCG Matrix of HDFC Bank

28
Major Achievements:

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian
Bank". We realized that only a single-minded focus on product quality and service excellence
would help us get there. Today, we are proud to say that we are well on our way towards that
goal.
It is extremely gratifying that our efforts towards providing customer convenience have been
appreciated both nationally and internationally.

Table 2: Major Achievement

Institutional Investor All-Asia (ex-Japan) Among The Most Honored Company List
Executive Team 2019 survey

Euromoney Awards for Excellence 2019 India's Best Bank

Greenwich Associates study • Joint No. 1 in Large Corporate Banking

with 75 per cent share of market
•Leader in overall Quality of client
relationship in Corporate Banking
• No. 1 in Middle-Market Banking with 60
per cent share of market
• Leader in overall Quality of client
relationship in Middle-Market Banking

UTI MF -CNBC TV18 Financial Advisor Best Performing Bank Private sector
Awards '18-19
BrandZ Top 100 Most Valuable Global HDFC Bank featured for the fifth time in
Brands 2019 the BrandZ's Top 100 Global Brands List
Governance Now BFSI Awards 2019 Digital Bank
Tech Trendsette
American Indian Foundation Aditya Puri honoured for corporate and
philanthropic leadership
Express Computer BFSI Digital Innovation Leadership Award for Outstanding
Awards 2019. Initiatives in Big Data / Analytics Artificial
Intelligence Enterprise Applications
Mint - EY Emerging Technology Awards Winner - Robotic Process Automation
(Software) category.
Forbes' World's Best Banks report No. 1 Bank in India – HDFC Bank
FE CFO Awards 2019 Best Private Sector Bank Award - Gold

29
CSR Activities:

Table 3: CSR Activities

Initiative Achievements

Sustainable Livelihood Empowered thousands of people, especially

women in rural parts of India, and also
provided them with livelihood finance
Sanitation Provided sanitation infrastructure and
brought behavioral change through WASH
programme among 8 states of India.
Education Enabled quality education in most remote
parts of the nation, to spread financial
literacy among 11 states of India.
Skilling Arranged skill development programme in
rural areas and reached out 3400 families
across 18 villages in the state of Madhya
Pradesh and Maharashtra
Community Initiatives Focused on financial literacy , education,
sustainable livelihood, skill development,
natural resource management, water and
sanitation, health and environment etc are all
the initiatives successfully carried out by
HDFC Ban

30
CHAPTER IV: THEORETICAL/CONCEPTUAL FRAMEWORK

31
Meaning of loan
The extension of money from one party to another with the agreement that money will be
repaid .All loan are made at interest ,meaning the borrower pay a certain percentage of
interest on principal amount to the lender as compensation for borrowing . a loan may be
guaranteed by collateral meaning that lender either keep an asset belonging to the borrower
until the loan is repaid or has the right to seize such an asset in the event of default .

Loan are of two type secured and unsecured

Secured loan

 Personal loan –loan that do not require collateral or security it is only given to
salaried person
 Business loan- loan specifically for to run the business .
 Auto loan- loan required to buy the vehicle
 Education loan – it is given for education related expense example for college
,school,

Unsecured loan

 Gold loan – loan provide against gold as security

 Home loan – loan provided to buy home
 Loan against property- loan provide against property like land ,home ,etc
 Loan against mutual fund – loan provided against mutual fund
 Loan against FD- loan provided against fixed deposit

Loan Process

Two way in which loan is given one is in which document required and another one is no
document is required through online .

Loan process physical

1.fill the form

2.submit the required document

3. file feed into system

4. it will check by credit manger

5. file get sanctioned

6.loan will get disbursed

32
Description of charges

 Processing fee
 Prepayment fee
 Charges for late payment
 Cheque bounce charges
 Documentation charges
 Service charges

Types of account

 Saving account- account of individual .where a individual save his or her money
 Current account –account mainly of firm ,shop of a business .used for day to day
transaction

Opening process.

Two way to open account one is online ,and one is physically .

In physical process person has to fill the form and submit the document required for bank

Call report –In this we write about the client information who interested in bank product in
future and given to the bank for future use .

Spot sanction – In this we write information of those client who are interested in CC

Feed back form – The form is filled during visit to customer

33
CHAPTER V: OBJECTIVES AND SCOPE OF PROJECT

34
OBJECTIVES

 To study the banking process of lead generation and acquisition of new customers.

 To understand the major functions along with the products and services offered by
bank.

 To identify potential buyers and induce them to buy or inquire about the products or
services offered by the bank.
 To increase sales of the business either by new leads or by nurturing old leads.

Scope:

Products and services covered were Saving Accounts, Current Accounts, Personal Loan
(10 Seconds), Business Loan, Auto Loan, Two Wheeler Loan, Commercial Vehicle Loan,
Cash Credit, Overdraft, Credit Card, Forex etc.

Location: Urban & Semi Urban Towns in Satara District (Satara, Koregaon)

Criteria: We visited Businessman, Local Vendors, Doctors, Apparel Stores, Hotels,

Medicals Stores, Jewelers, and Liquor Store etc.

35
CHAPTER VI: ACTION PLAN

36
Activities undertaken for lead generation were as follows:
● Promoting HDFC Bank Services with Specific focus on MPOS machine to scale
business in Urban & Semi Urban town in Satara District.
● HDFC Bank Padayatra is basically a vision of our Honorable Managing Director Mr.
Aditya Puri.
● It is carpet bombing campaign in which we had to basically go throughout the city
and aware whole population about our complete product bouquet.
● It was primarily aimed to promote cashless payment system.
● We went from door-to-door, business to business and created awareness for our
products.
● We made people realize how important it was for them to bank with us.
● We offered them to be a part of our growth.
● We also did cross-selling and up-selling of our products to our existing customers and
not only that we also understood their concerns and tried to resolve them on priority.

● Profile of customers contacted:

Shopkeepers
Medical Stores (Pharmacists)
Doctors
Hotel’s Owner
Jewelers

37
Glimpses of Padayatra

38
Flow Chart of Activity:

First we Divide the group of 5

People

Then We divided the area of

the city for scoping.

Then we went to the market for

scoping & did lead generation.

39
 Sequencing of activities

1. We did Padayatra in Location across Satara District.

2. It is carpet bombing campaign in which we had to basically go throughout the city and
aware whole population about our complete product bouquet.

3. We were divided into various different teams to cover maximum areas throughout the
city.

4. Every team has been assigned a specific catchment area of this business oriented city to
scope.

5. Each team consisted of 1 or 2 Staff from Branch, 1 ME Machine Staff, 1 or 2 Summer

Interns, 1 or 2 BDRs.

6. We were provided with a complete banking product catalogue of HDFC Bank along with
various account opening forms to add interested customers on-spot into our ever growing
huge banking family

Table 4: Action Plan

First 4 days
Week 1

Padyatra around main streets near your branch.

Understand the locality and the markets. You should be
able to explain about the place, what is in and around
(even apart from business), kind of commercial activity,
Day 1 what people do, the trend, etc.

Remaining 3 Padyatra in the morning followed by calls on PL/BL in the

days evening

Next 4 days
Week 2 Call visits on Probe 42 & MIDC

40
Next 4 days
Week 3

Day 1 Find out data about the ones mentioned below in your area

Master Initiative - covering schools, colleges, religions

places (including everything - mosque, church, temple,
Remaining Days gurudwara, etc) coaching classes, etc

Next 4 days
Week 4 Work on CASA enabler

First 2 days Work on CA Self

Third Party Products:

Next 4 days 1. Investor Meet Arrange
Week 5 2. Large FD mobilization
3. Mutual Funds + Insurance

In the above mentioned schedule:

1. Every Alternate day will be follow up for previous
Notes: leads
2. Maintain Call Reports and Master Excel File
3. Eligible base + CTG (customer to group)
4. Last day of each week- compile data for week and try to
close existing leads

41
CHAPTER VII: ANALYSIS AND FINDINGS

42
I approach 2351 customer for different banking product in city of Satara and Koregaon
Generated 45 lead and convert 25 in retail and non retail sector . The analysis is done based
on this data is as follow

Table 5: Amount Disbursed and Received

Product Amount
disbursed/Received(Rs)
Personal loan 510000
Business loan 321842
Auto loan 225442
Current account 198000
life insurance 50000
Saving account 45000

General insurance 5000

Disbursed/Received
saving account

life insurance

current account

Disbursed/Received
Auto loan

business loan

personal loan

0 100000 200000 300000 400000 500000 600000

Figure 5: Amount Disbursed And Received

43
 Table 6: Income Generated to Bank

Product Income generate to bank

(Rs)
Personal loan 15300
life insurance 15000
Current account 11800
Business loan 9655
Auto loan 7632
General insurance 1000

Saving account 900

Income Generated to Bank

saving account
General insurance
Auto loan
business loan Income Generated to Bank
current account
life insurance
personal loan

0 5000 10000 15000 20000

Figure 6: Income Generated To Bank

44
 Table 7:Estimated Amount Disbursed to Bank

Product Amount
Disbursed/Recieved(Rs)
Cash credit 100000000
Home loan 9000000
Business loan 3500000
Personal loan 500000
Current account 100000

Disbursed /Received
current account

personal loan

business loan
Disbursed /Received

home loan

cash credit

0 50000000 100000000 150000000

Figure 7: Estimated Amount to be Disbursed / Received

45
 Table 8 : Estimated Income to Bank

Product Expected Income to bank

Cash credit 2650000
Business loan 105000
Home loan 36000
Personal loan 15000
Current account 6000

Expected Income to Bank

Current account

Personal loan

Home loan
Expected Income to Bank

Business loan

Cash credit

0 1000000 2000000 3000000

Figure 8: Estimated Income to Bank

46
 Table 7: Current Account Conversions

Current account 84

Hot leads 10

Conversion 9

Cureent account conversion chart

9, 9%

10, 10%

Cureent Account
Hot lead
Conversion

84, 81%

Figure 4: Current Account Conversions

I have approach 84 customers for current account through calling and ‘Padyatra’ and
out of which generate 10 hot leads and 9 get converted.

47
 Table 8: Saving account conversions

Saving account 82

Hot leads 10

Conversion 9

saving account conversion

conversion, 9, 9%
hot leads , 10,
10%

saving account
hot leads
conversion

saving account,
82, 81%

Figure 5: Saving account conversions

I have approach 82 customers for saving account through calling and padyatra out of which
generate 10 hot leads and 9 get conve

48
 Table 9: Personal Loan Conversion

Personal loan 297

Hot leads 5

Conversion 3

PERSONAL LOAN CONVERSION

3, 1%
5, 2%

Personal loan
hot leads
conversion

297, 97%

Figure 6: Personal Loan Conversion

I have approach 297 customers for personal loan through calling and out of which generate 5
hot leads and 3 get converted

49
 Table 10: Business Loan Conversion

Business loan 295

Hot leads 5

Conversion 3

BUSINESS LOAN CONVERSION

5, 2% 3, 1%

Business Loan 300

HOT Leads
Convesion

295, 97%

Figure 7: Business Loan Conversion

I have approach 295 customers for Business loan through calling and out of which generate 5
hot leads and 3 get converted

50
 Table 11: Auto Loan Conversion

Business loan 296

Hot leads 5

Conversion 1

Auto Loan Conversion

5,1,
2%0%

Auto loan
Hot lead
conversion

296, 98%

Figure 8: Auto Loan Conversion

I have approach 296 customers for Auto loan through calling and out of which generate 5 hot
leads and 1 get converted

51
 Table 12: Cash Credit Conversion

Cash credit 295

Hot leads 5

Cash Credit Conversion

5, 2%

cash credit
chot leads

295, 98%

Figure 9: Cash Credit Conversion

I have approach 295 customers for cash credit through calling and padyatra and out of
which generate 5 are hot leads

52
 Table 13: Hot Lead Generate In Home Loan

Home loan 297

Hot leads 3

Hot Lead Generate In Home Loan

3, 1%

home loan
hot lead

297, 99%

Figure 10: Hot Lead Generate In Home Loan

I have approach 297 customers for home loan through calling and out of which generate 3
hot leads

53
 Table 14: Lead Generated In Health Sector

approach 5

Hot leads 2

Lead Generate In Health Sector Master

Intivative

2, 29%

Approach
hot lead

5, 71%

Figure 11: Lead Generated In Health Sector

I have approach 5 customers in health sector (hospital) by using master initiative data of
HDFC BANK and out of which generate 2 hot leads

54
 Table 15: Salary Account Conversion

Salary account 995

Hot leads 450

Salary Account Conversion

450, 31%

salary account
hot lead

995, 69%

Figure 12: Salary Account Conversion

I have approach 995 customers for salary account by using master initiative data of HDFC
BANK and out of which generate 450 hot leads.

55
 Table 16 : Overall Conversion

Approach 2351

Hot lead 495

Conversion 25

Over All Conversion

25, 1%
495, 17%

approach
hot lead
conversion

2351, 82%

Figure 13: Overall Conversion

I approach 2351 customer and able to generate 495 hot lead and convert 25

Benefit to HDFC Bank:

1. Padayatra helped to increase awareness HDFC Bank & its products and services
among SMES in Locality in and around Satara District.

As a result of Padyatra, There were 184 leads and 43 conversions for different services of

56
CHAPTER VIII: CONCLUSIONS/ACHIEVMENTS

57
CONCLUSIONS

 More business is getting from personal loan ,business loan, home loan
 Bank should be more careful and Vigilant
 Demand for individual account are more and less for current account
 Awareness is less for individual digital
 More promotion activities are required for getting business from Auto loan ,Gold loan

ACHIEVEMENTS

The major achievement during my project were various as

 Disbursed 12.5 Lakh of retail loan in which 3 are business loan ,3 are personal loan
,1auto loan ,and 1 HDFC life insurance to the customer.
 Generate 10Cr leads out of which 3 of cash credit and 3 of business loan ,3 of home
loan total amount is 10 Cr.
 Opened 9 current account of big firm in which some are MIDC firm and some are
whole sale shop.
Opened 11 saving account.

58
CHAPTER IX: KEY LEARNINGS

59
 KEY LEARNINGS

 Learned how the customer thinks.

 Learned to connect with the customer and understand their perspective.

 Learned basics of negotiation and query handling.

 Learned how to approach the customer and make them realize how our products could
help them fulfill their goals.

 Learned how to make the customers realize how our products can solve their various
problems.

 Learned how we can enhance or build our relationship with existing or non-existing
customers.

 Learned how HDFC bank provides complete banking to the customers.

60
BIBLIOGRAPHY/ REFERENCES

61
 BIBLIOGRAPHY/ REFERENCES

https://www.hdfcbank.com/

https://www.slideshare.net/

https://economictimes.indiatimes.com

https://www.financialexpress.com

https://www.hdfcbank.com/aboutus/default.htm

https://www.bloombergquint.com/quarterly-earnings/q1-results-icici-bank-reports-a-
net-loss-of-rs-119-crore

https://www.moneycontrol.com/financials/axisbank/ratiosVI/AB16#AB16

https://www.axisbank.com/docs/default-source/quarterly-results/audited-
financial-results-for-the-quarter-and-year-ended-31st-march-2019.pdf

https://www.kotak.com/content/dam/Kotak/investor-relation/Financial-
Result/QuarterlyReport/FY-2019/q4/Press-Table/Q4FY19-Press-Table.pdf

62
APPENDIX

63
 Questions Asked to the Customer ( Shopkeepers):

● What is your Name?

● What is the name of your Firm?
● What is your contact Number?
● What is your Turnover?
● Which Banking you are banking with?
● Why are you not banking with HDFC Bank?
● If you are banking with HDFC Bank then do you have any new requirement or do you
facing any issues that we can resolve it?
● Did you use MPOS (Mobile point of sale) Machine i.e. Swipe Machine in your firm?
● Do you have any requirement of Swipe machine?
● Is there any need of any Loan, CC or other product?

If you need anything in future then contacts us i.e. HDFC Bank

Figure 14: Feed back form

64
INSTITUTION /BUSINESS/CUSTOMER NAME
SEGMENT
DATE OF VISIT
PROFILE /DESCRIPTION OF THE COMPNAY/INCLUDIND
NUMBER OF EMPLOYEEE,SALARY UPLOADED,CONNECTED
VENDOR

DATE OF INCORPORATION
KEY DECISION MAKER
CUSTOMER MET
BANK OFFICAL S
LIABILITY REALATIONSHIP WITH US
ASSEST RELATIONSHIP WITH US
LIABILITY RELATIONSHIP WITH COMPETITION
STATUS ON DIGITAL PRODUCT
PRODUCT TARGETED /DISCUSSED
REFERENCE GENERATE YES/NO
REFERENCE NOTED UN REGISTERED YES/NO
MINUTE OF DISCUSION
CROSS SELL –PROSPECT IDENTIFIED/CRM LEAD NO
NAME OF ASSEST OFFICAL WITH WHOM ICE PROCESS
FOLLOWED SM/RSM/NSM/ZSM/

DAP PROCESS FOLLOWED YES/NO

SUPPORT REQUIRED FROM DEPT .Cr
CARD/AL/PL/BBG/EEG/GL/AGRI/ECOMM/ME/HL/LAS/MARKE
TING/AP/ENTD/CMS

SUPPORT REQUIRED FROM SENIOR BM/CH/ZH/BBH

NEXT CALLING DATE
EXPECTED DATE OF CLOSURE

CONCLUSION
FOLLOW UP DATE
Figure 15: CALL REPORT FORMAT

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Figure 16: SPOT SANCTION FORMAT

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