SUMMER TRANNING REPORT

ON
“The Retail Banking in Current Account”
At
KOTAK Mahindra bank limited

Think KOTAK Think Investment

Submitted in Partial fulfillment of the requirement for the award of

Degree of

Bachelor of business administration

From University of Rajasthan

Project guide: Submitted by:

Mr. Nishant Bhardwaj Mr. AMAR SINGH
Team leader B.B.A. Part IIIrd
KOTAK Mahindra Bank Ltd. 2008

International Schools of Business Management

 Gyan Vihar Universe. Mahal JagatPura
Jaipur (Rajasthan)

Acknowledgment
It was a great privilege and honor to have an opportunity to undertake
summer training at the KOTAK MAHINDRA BANK LIMITED, JAIPUR. I
pay my sincere thanks to Mr. NISHANT BHARDWAJ for guiding me in my
summer training and giving me an opportunity to work with the KOTAK
MAHINDRA BANK LIMITED, JAIPUR, an organization of repute.

It is my pleasure to have support of Mr. Gaurav kohli, Branch sales

manager at KOTAK Mahindra Bank, Jaipur. I would also like to express
my sincere and special thanks to Branch Manager Mr. Sanjay Rajoria for
giving us this opportunity to work upon. I am also indebted to all the other
member of the sales team of KOTAK Mahindra Bank, Jaipur for all the
encouragement, inspiration and valuable suggestion made, as and when
required.

I pay my special regards to Ms. Kanchan, Mrs. Heena, Mr. Anish Sheikh
(D.S.A) at KOTAK Mahindra Bank, Jaipur.

Last but not least I would like to extend my heartiest thanks to all those
customers whom I meet in concern of this project.

To a great extent I am very thankful to all friends for motivating me for this
hard work
AMAR SINGH

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 EXECUTIVE SUMMARY

AS we know that the banking industry in financial sector. There are lots of
opportunity and awareness to enhance the economy. There are many
nationalized and private bank are overcome with competition that who will
the best service provider bank in present era there cannot be any economic
or financial activities without an institution like bank. A well structured
systematic banking system is needed for economic development bank
promotes capital building and investment the commercial bankers’ oldest
institutions having a widest network of branches. As my banking concern I
got the experience in kotak Mahindra bank ltd. As trainee for two month it is
the part of my BBA curriculum I work there as a sales executive under the
supervision of team leader Nishant bhardwaj. I aware with from whole
industry and its product how to sale & what I have to take an step for this as
my work profile of opening a/c I enjoyed and done well lead for the bank.
As a researcher I got many experiences we feel very better at KOTAK
Mahindra Bank. But some drawbacks were there.
The product charges were higher as compare to national bank it gives
challenge to convince the customer. In this bank customers are limited
because are limited because of high charge for opening the a/c no. doubt
bank has quick service have a net banking , mobile banking. ATM
advantage rather it is more expensive for the middle class customer actually .

As a researcher I got the main objective for the bank.

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 -To provide the KOTAK MAHINDRA BANK information regarding
various competitors.
-To help the researcher in knowing out the various kinds of services
provided by different banks.
-To study the various functioning’s of banks.
-To study the different products of banks.
-To provide the researcher tough field knowledge.
-To judge the customer satisfaction regarding their banks.
As the banking system plays a crucial role in the development of the
economy it was felt that reforms were necessary to improve the efficiency of
the system and to offer better services at a reasonable price to customers.
The banking org also provide the quality service for their new product the
customer has come to occupy center stage and he is the beneficiary of the
increasing competition.
“The vice-chairman of KOTAK Mahindra Bank Limited says "It is
survival of the fittest “
The industry as per the figures available is not less than Rs. 5500 cores only
from the foreign countries and think if talk of the entire funds from internal
as well as external sources. Marketing of the brand new product keeping in
mind the risk and keeping patience at the same time was a great experience.
The product no doubt was available in the market offered by all the banks in
India. But convincing the Customers is not an easy task. Also time taken by
them was too much.

But after the completion it is great to pen down this report and regaining the
entire period of the project and the work done which has been shared with
the reader in the report. Thank you for giving time

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 Preface
People have always regarded as important in managing organizations their
centrality has become sharper in today’s changing world
In the gathering of facts and data for my project on current account I had
adopted diff. tech. & sampling methods as I discussed in this report
On making the project report on Kotak mahindra bank limited I had found
& get experience on diff. products, policies & customer relationship &
various present and future policies of bank.
About the report
This report is a mixture of survey that I had conducted over diff. people as
well as study of features, policies future planning, company profile, history
of banking Etc. I have also given recommendation & conclusion after my
study and survey for that I had taken help and guidance of my teachers my
team leader, various websites books
I have tried my level best for this project report.
Content & structure
This report is divided into six chapters.
The first chapter discusses:- company profile, history of banking in India,
list of board of directors.
The second chapter discusses:- project profile & introduction to project
The third chapter discusses:- research Methodology
The fourth chapter discusses: - , Data analysis & Interpretation,
The fifth chapter discusses: - conclusion,
The six chapter discusses: - recommendation,
Annexure: - bibliography, questionnaire

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The report is accompanied by an instructor’s manual, which offers general
guideline on making project report.

TABLE OF CONTENTS

CHAPTER I PAGE NO:

1. COMPANY PROFILE 8-21
(A) ABOUT KOTAK MAHINDRA GROUP
(B) HISTORY OF BANKING IN INDIA
(C) LIST OF BOARD OF DIRECTORS
(D) OUR HISTORY
CHAPTER II
PROJECT PROFILE 22-42
(1) STUDY OF EXISTING AND POTENTIAL CUSTOMER
OF “KMBL”.
(2) INTRODUCTION TO PROJECT
(A)CREATING BANKING HISTORY
(B) COMPLETE BANKING
CHAPTER III
RESEARCH METHODOLOGY 43-51
CHAPTER IV DATA ANALYSIS & INTERPRETATION 55-57
METHODS OF DATA COLLECTION
CHAPTER V CONCLUSION 59
CHAPTER VI RECOMMENDATION 61

ANNEXURE
(A) BLIOGRAPHY 64
(B)QUESTIONNAIRES 65

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COMPANY PROFILE

7
 ABOUT KOTAK MAHINDRA GROUP
KOTAK MAHINDRA GROUP KOTAK Mahindra is one of India's
leading financial institutions, offering complete financial solutions that
encompass every sphere of life. From commercial banking, to stock broking,
to mutual funds, to life insurance, to investment banking, the group caters to
the financial needs of individuals and corporate. The group has a net worth
of around Rs.1, 700 cores and employs over 4,000 employees in its various
businesses. With a presence in 74 cities in India and offices in New York,
London, Dubai and Mauritius, it services a customer base of over 5, 00,000.
KOTAK Mahindra has international partnerships with Goldman Sachs (one
of the world's largest investment banks and brokerage firms), Ford Credit
(one of the world's largest dedicated automobile financiers) and Old Mutual
(a large insurance, banking and asset management conglomerate)
THE JOURNEY SO FAR...

8
KOTAK MAHINDRA is one of the leading financial companies of India
giving a complete solution to every investment planning, that's why we say
"THINK INVESTMENT.THINK KOTAK". From commercial banking, to
stock broking, to mutual funds, to life insurance, to investment banking, the
group caters to the financial needs of individuals and corporate. The group
has a net worth of Rs. 2500 cores and employs around 6700 employees
across its various businesses and has a distribution network of branches,

9
franchisees, representative offices and satellite offices across 250 cities and
towns in India and offices at New York, London, Dubai and Mauritius. The
group services over 1.6 million customer accounts.
KOTAK MAHINDRA has international partnerships with Goldman Sachs
(one of the world's largest investment banks and brokerage firms) and Old
Mutual (a large insurance, banking and asset management conglomerate).

KOTAK MAHINDRA is the flagship company of the group. The company

was incorporated in 1985 and over the year has spread its business into the
entire spectrum of financial services, either directly or trough subsidiaries. In
February 2003 the company was given the license to carry on banking
business by the RBI. It was the first company in India to covert into a
bank.
The company has been in retail lending since mid 1990's, with the
conversion into a bank, retail liabilities, treasury and corporate banking
segments have been added.

KEY GROUP COMPANIES AND THEIR BUSINESSES KOTAK

KOTAK MAHINDRA BANK LTD.: At KOTAK Mahindra Bank, we

address the entire spectrum of financial needs for individuals and corporates.
From Retail Finance to Equities, Mutual Funds to Life Insurance and
Investment Banking, we have the products, the experience, the experience,
the infrastructure and most importantly the commitment to deliver
pragmatic, end-to-end solutions that really work.

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Since the conversion of the finance ltd. to bank ltd., the company has shown
its presence in Retail Liabilities and Branch Banking, Wealth Management,
NRI Services, Commercial Vehicles, Personal loans, Home Loans,
Agriculture Finance Division, Corporate Banking, Treasury.

KOTAK INVESTMENT BANKING – India's premier investment bank is

a joint venture between KOTAK Mahindra Bank (holding 75%) and
Goldman Sachs (holding 25%). It offers full service investment banking
solutions to its clients by combining the global reach and expertise of
Goldman Sachs and the local knowledge and skills of KOTAK Mahindra.
KOTAK Investment
Banking identifies structures and executives diverse transactions and
provides innovative solutions to Corporates and Government enterprises.
Transactions include mergers, acquisitions, divestitures and issuance debt
and equity.

KOTAK INSTITUTIONAL EQUITIES: focuses on catering to the

institutional clients including Foreign Institutional Investors (FIIs), banks,
MFs and Insurance companies. In addition to providing broking services in
the Cash segment and Futures and Options segment. KOTAK’s research
analysts were ranked amongst top 3 analyst teams in Institutional Investor's
2004 All Asia rankings.

KOTAK SECURITIES: One of the India's leading brokerage and

securities distribution house. It has been ranked the largest distributor of
Initial Public offerings for 2003-2004 by Prime Database and has been
awarded India's Best Equity House for 2004 by Finance Asia, Best Broker in

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India for 2005 by Finance Asia and Best Equities House in India for 2005 by
Euro money. These medals itself tells the story so far of this house.

KOTAK CAR FINANCE: During 2005, the KOTAK Mahindra group's

ownership in KOTAK Mahindra Prims Limited (KMPL) has gone up to
100% following the acquisition of 40% stake held by Ford Credit
International (FCI). The primary business of KMPL is to finance passenger
cars, multi-utility vehicles in India for retail customers and working capital
and infrastructure requirements of dealers. KMPL offers finance for both
new as well as used cars.

KOTAK LIFE INSURANCE: KOTAK Mahindra Old Mutual Life

Insurance ltd (KOTAK Life Insurance) is a joint venture between KOTAK
Mahindra bank ltd. (holding 74%) and OLD MUTUAL pl c.(holding
26%).Old Mutual pl c,
is a UK based financial services group with 158 years of experience in
Insurance and banking, is a Fortune 500 company listed on the London stock
exchange in the FTSE 100 list of companies

KOTAK MUTUAL FUND: KOTAK Mahindra Asset Management

Company Limited, the asset manager for KOTAK Mutual Fund (KOTAK
Mutual), was established in 1998. Right from inception, KOTAK mutual has
built a reputation as an innovator. Among other things, it has given the
Indian Mutual Fund industry its first Gilt Fund, first multi-manager equity
Fund of funds, first theme fund dedicated to globally competitive Indian
companies, first investor loyalty scheme and first SMS-based information

12
service. In both products and services, KOTAK Mutual has led the way for
the rest of the industry.

CORPORATE IDENTITY

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 THE GLOBAL INDIAN FINANCIAL SERVICES BRAND: Our
customers will enjoy the benefits of dealing with a global Indian
brand that best understands their needs and delivers customized
pragmatic solutions across multiple platforms. We will be a world-
class Indian financial service group. Our technology and best practices
will be benchmarked along international lines while our understanding
of customers will be uniquely Indian. We will be more than a
repository of our customers' saving. We, the group, will be a single
window to every financial service in a customer's universe.
 THE MOST PREFERRED EMPLOYER IN FINANCIAL
SERVICES: A culture of empowerment and a spirit of enterprise
attracts bright minds with an entrepreneurial streak to join us and stay
with us. Working with a home-grown, professional-managed
company, which has partnerships with international leaders, gives our
people a perspective that is universal as well as unique.
 THE MOST TRUSTED FINANCIAL SERVICES COMPANY: We
will create an ethos of trust across all our constituents. Adhering to
high standards of compliance and corporate governance will be an
integral part of building trust.

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 VALUE CREATION: Value creation rather than size alone will be
our business driver

HISTORY OF BANKING
IN INDIA

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Without a sound and effective banking system in India it cannot have a
healthy economy. The banking system of India should not only be hassle
free but it should be able to meet new challenges posed by the technology
and any other external and internal factors. For the past three decades India's
banking system has several outstanding achievements to its credit. The most
striking is its extensive reach. And this is not any regular change but the
result of the zest towards pace with quality products and services. Indians
are going global. This is one of the main reasons of India's growth process.
The government's regular policy for Indian bank since 1969 has paid rich
dividends with the nationalization of 14 major private banks of India. Not
long ago, an account holder had to wait for hours at the bank counters for
getting a draft or for withdrawing his own money. Today, he has a choice.
Gone are days when the most efficient bank transferred money from one
branch to other of the day. Now it is as simple as instant messaging or
booking a movie ticket. As our current scenario we always speaks of
"CUSTOMER AS A KING", here he could bring bank on his desk either by
Internet or by home banking facilities by some of
them.

The products and services of today's financial market is totally a mixture of

the demand and changing scenario. As technology, which began as an
enabler-something that allowed banks to service customers 24X7 – is now

16
emerging as a strategic lever in getting new customers and retaining them. It
is not only creating a new competition tool but also works with a lower per
unit service cost which always proves to be big problem for any company to
implement a new strategy. Now a days bank are moving with home banking
facility; that is entire banking relation at your desk. Some are charging for
this and some are not. Although this cannot be counted as a product but
these kinds of services are the only way with which you can take an edge in
this competitive market.

Banks going global -not only going into international business but also using
latest technological (analytical) tools at the back-end that enables them to
slice and dice data to improve services, spot new trends and acquire new
Customers.

The first bank in India, though conservative, was established in 1786. From
1786 till today, the journey of Indian Banking system can be segregated into
three distinct phases. They can categorized as
 Early phase from 1786 to 1969 of Indian Banks.
 Nationalizations of Indian Banks and up to 1991 prior to Indian
banking sector reforms
 New phase of Indian Banking System with the advent of Indian
Financial & Banking Sector Reforms after 1991.

The General Bank of India was set up in the year 1786. The next came was
Bank of Hindustan and Bengal Bank. The East India Company established
Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843)
as independent units and called it Presidency Banks. These three banks were

17
amalgamated in 1920 and Imperial Bank of Indian was established which
started as private shareholders banks, mostly Europeans shareholders. In
1865, Allahabad Bank was established and first time exclusively by Indian,
Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.
Between 1906 and 1913, Bank of India, Central Bank of India, Bank of
Baroda, Canara Bank, Indian Bank and Bank of Mysore were set up.

Reserve Bank of India came in 1935: At the time of freedom there were
around 1100 banks, mostly small. To streamline the functioning and
activities of commercial banks, the Government of India came up with The
Banking Companies Act, 1949 which was later changed to Banking
Regulation Act 1949 as per amending Act of 1965. Reserve Bank of Indian
was vested with extensive powers for the supervision of banking in India as
the Central Banking Authority. It in 1955 nationalized Imperial Bank of
India with extensive banking facilities on a large scale especially in rural and
semi-urban areas. It formed State Bank of India to act as the principal agent
of RBI. In 1969 14 major commercial banks in the country was nationalized.
Second phase of nationalizing Indian Banking Sector Reform was carried
out in 1980 with seven more banks. This step brought 80% of the banking
segment in India under Government ownership.

After the liberalization of banking practices in 1991 by Indian government

the country is flooded with foreign banks and their ATM stations. Efforts are
being put to give a satisfactory service to customers. Phone banking and net
banking is introduced. The system now demands is TIME NOT MONEY.
Reason is very simple being in competition more or less the products
provided by different public and private banks are same, the only difference
could be made by providing services which suits individual customers, as

18
each of them demands different things. The banks are providing a mix kind
of services or rather we could call them "flexible servicing system".

Electronic trading platforms have reduced the gap between completing the
trade and its final settlement thereby reducing the 'trade and settlement risk'.
Globalization is another big driver of change. In the past, foreign banks were
the first choice of those operating overseas. Indian banks have woken up to
the possibilities here. They are setting up representative offices, branches,
even acquiring banks, overseas. With a pick-up in exports and corporate
India's rising forays overseas, the scope for stepping up banks' off-shore
activities is widening. They already compete with Citibank’s and HSBC
global banks that have a strong presence in India. But as the country
integrates with the global economy and as its share of global trade grows
from less than 1% at present, our banks will have to go global.

Source: 'India's world banks' by Amit Tandon, Outlook Business, pg. 30,
May 5, 2006
And www.google.com, www.rbi.com

BANK AS A SECTOR IN INDIA:

Banking today is not only an account holding machinery rather it plays a

role of the all-rounder in the financial games. It's like era of those who are
jack-of-all. The financial sector has kept pace with the growing needs of
corporate and other borrowers. Banks, capital market participants and
insurers have developed a wide range of introduced a regime where interest
rates are more in line with market forces.

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The US$ 28 billion Indian financial sector has grown at around 15 percent
and has displayed stability for the last several years. The Indian banking
system has large geographic and financial coverage. Presently the total asset
size of the Indian banking sector is US$ 270 billion while the total deposits
amount to US$ 220 billion with a branch network exceeding 66,000
branches across the country. Commercial banks cater to short and medium
term financing requirements, national level and state level financial
institutions meet longer-term requirements.

Banking today has transformed into a technology intensive and customer

friendly model with a focus on convenience. The sector is set to witness the
emergence of financial supermarkets in the form of universal banks
providing a suite of services from retail to corporate banking and industrial
lending to investment banking. The corporate banking is no doubt the largest
segment.

Insurance hand-in-hand with insurance as a third party product plays an

important role to increase the net worth of the market and also of its sister
concerns. The size of insurance market has great opportunities to new
players with only 20 percent of the country's insurable population currently
insured.
Continued de-regulation and increased competition is expected to result in
the Indian competition is expected to result in the Indian financial services
reach US$ 51 billion by 2007.

Source: www.finmin.nic.in

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 ● Mr. K.M.GHERDA CHAIRMAN
● Mr. UDAY KOTAK CHAIRMAN

EXECUTIVE VICE CHAIRMAN AND MD

Mr. ANAND MAHINDRA EXECUTIVE DIRECTOR

Mr. CYRIL SHROFF EXECUTIVE DIRECTOR

Mr. PRADEEP KOTAK EXECUTIVE DIRECTOR

Dr. SHANKAR ACHARYA EXECUTIVE DIRECTOR

Mr. SHIVAJI DAM EXECUTIVE DIRECTOR

Mr. C. JAYARAM EXECUTIVE DIRECTOR

Mr. DIPAK GUPTA EXECUTIVE DIRECTOR

Ms. BINA CHANDARANA EXECUTIVE DIRECTOR

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 OUR HISTORY

THE KOTAK MAHINDRA GROUP was born in 1985 as KOTAK

Capital Management Finance Limited. UDAY KOTAK, Sidney A.A.PINTO
and KOTAK & Company promoted this company. Industrialists HARISH
MAHINDRA and ANAND MAHINDRA took a stake in 1986, and that's
when the company changed its name to KOTAK Mahindra Finance Limited.
1987 KOTAK Mahindra Finance Limited starts the activity of Bill
Discounting.
1988 KOTAK Mahindra Finance Limited enters the Lease and Hire
Purchase market
1990 The Auto Finance division is started
1991 The Investment Banking Division is started. Takes over
FICOM, one of India's
1992 Largest financial retail marketing networks
1992 Enters the Funds Syndication sector
1995 Brokerage and Distribution businesses incorporated into a
separate company-KOTAK Securities. Investment banking

22
 division incorporated into a separate company – KOTAK
Mahindra Capital Company
1996 The Auto Finance Business is hived off into a separate
company – KOTAK Mahindra Prime Limited (formerly know
KOTAK Mahindra Primus Limited). KOTAK Mahindra takes a
significant stake in Ford Credit KOTAK Mahindra Limited For
financing Ford vehicles. The launch of Matrix Information
Services Limited marks the Group's entry into information
distribution.

1997 Enters the mutual fund market with the launch of KOTAK
Mahindra Asset Management Company.
2000 KOTAK Mahindra ties up with Old Mutual plc. for the Life
Insurance business. KOTAK Securities launches its on-line
broking site (now www.kotaksecurities.com).Commencement
of private equity activity through setting up of KOTAK
Mahindra Venture Capital Fund.
2001 Matrix sold to Friday Corporation, Launches Insurance
Services.
2003 KOTAK Mahindra Finance Ltd. converts to a commercial
bank-the first Indian comp to do so.
2004 Launches India Growth Fund, a private equity fund.
2005 KOTAK Group realigns joint venture in Ford Credit; Buys
KOTAK Mahindra Prime (formerly known as KOTAK
Mahindra Prime Limited) and sells Ford credit KOTAK
Mahindra. Launches a real estate fund.

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 2006 KOTAK Mahindra Bank has successfully raised approximately
US$ 100 million through issue of 15,000,000 Global
Depository Shares (GDS).

Source: www.kotak.com, press release of Mumbai, April 23, 2006:

Project profile

24
 STUDY OF EXISTING AND POTENTIAL
CUSTOMER FOR (KMBL.)

WORK TILL NOW

 Visited various hospitals in Jaipur (For selling CASA ,Insurance)

 Working on database provided by bank.
 Handling customer query
 Understanding and working on software maintained by KOTAK Bank
for updating the database of various schemes.
 Comparative analysis of various products offered by KOTAK and
other banks.

Visited various hospitals & working on database provided by bank:

Presentation in the hospitals for the doctors. Then collecting their name and
fixed up appointments, resolving their queries one on one regarding
investment opportunities and selling insurance schemes & current accounts.
These presentations were customized for the doctors who could explain the
benefits of opening the accounts with bank and specified investment
advisory which bank uses to provide for the doctors.

25
As this part of the project was aimed to understand the features of current
account, current accounts & various insurance schemes. Here we were given
the experience to convey what we have under stood about the product to the
end customer. For this, we have chosen doctors as a segment to be tapped
for current accounts.

Why we have chosen doctors?

Banking is a long-term relationship between customers and the bankers. As

the doctors don’t have time and being a stable and upgrading profession we
aim them as our potential clients for future. We help them in their
investment decisions.

Then we started on a directory of doctors and hospitals. I have prepared a

presentation on the salient features of the products. Bank has made a special
offer of zero balance to the doctors.

Now I have started telecalling and fixing up appointments with doctors.

Initially one of the executives accompanied on few calls.

Handling customer query

I used to handle customer query both at office as well as field I also spent
some time at reception at office where I had to answer their query regarding
investment and other things as well as while doing my field work I came
across various query which I have already explained above.

26
Understanding software maintained by KOTAK MAHINDRA BANK
for updating the database
of various schemes.

I have also got the knowledge of software and database maintained by

KOTAK MAHINDRA BANK which was helping us in answering customer
query, knowing the current status of different fund schemes and market
condition of different schemes.

RETAIL BANKING

The essential function of a bank is to provide services related to the storing

of value and the extending credit. The evolution of banking dates back to the
earliest writing, and continues in the present where a bank is a financial
institution that provides banking and other financial services

Services typically offered by banks:

Although the type of services offered by a bank depends upon the type of
bank and the country, services provided usually include:

 Directly take deposits from the general public and issue checking and
savings accounts
 Lend out money to companies and individuals (see moneylender)
 Cash checks.
 Facilitate money transactions such as wire transfers and cashiers
checks
 Issue credit cards, ATM, and debit cards.
 Online banking.
Storage of valuables, particularly in a safe deposit box

27
The Product Profile-An Overview
No matter what ones banking needs are, KOTAK Mahindra Bank has an
offer that is just right for him\her. KOTAK current accounts offer the
customers attractive returns with personalized banking services. It has a
variety of products to offer, KOTAK Edge current Account, KOTAK Pro
Savings Account and KOTAK Ace current Account. Each product is feature
packed ranging from Free Home Banking, Free Access to 6000+ ATM, Free
DDs, and Free At -Par Cheque Facility to Free Trading Account & Free
Demat Account. They can choose the one that suits them the most and meet
their requirements

PRODUCTS

There are three product feature of current account in Kotak Mahindra bank

1. KOTAK Edge Current Account

2. KOTAK Pro Current Account
3. KOTAK Ace Current Account

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 Features of current account

feature ace Pro edge

Account Average quarterly 250k 50k 25k
balance
Investment account Free Free Free
Additional saving 3 nova SA 1novaSA Nil
account
Remittances 2-way sweep 500k 100k 50k

DDs/Bc for branch Free Free Free unlimited

location unlimited unlimited
Non branch 300k 50k Charged
location
Collection Cheque collection free free 2.5/1000
for branch location
Cheque collection 1/1000 2.5/1000 2.5/1000
for non branch
location
Services Home banking free free charged
At home service Free Free charged

Cards Debit card Free 1st Free 1st Free 1st

year year Year
Visa domestic Free Free Charged
Visa international Free Charged charged

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Cheque book Cheque Free Free 2. per leaf
book
At-par Cheque Free Free 4 per leaf
book
Facilities Demat account Free Free Free
opening

KOTAK Pro Current Account : Features

KEY BENEFITS

-Attractive Returns
-Business Advantages
-Pro Privileges
-Convenience Banking

You need a well equipped bank account to keep pace with you in the ever
changing business scenario. We offer you the KOTAK Pro Current Account,
armed with KOTAK 2-Way Sweep, as well as an entire gamut of Banking
Privileges and ‘user-friendly’ Convenience Banking facilities. The feature
rich KOTAK Pro Current Account is the ideal way to make your money
work harder.

ATTRACTIVE RETURNS

Your KOTAK Pro Current Account combines liquidity of a Current Account

with the attractive returns of a Term Deposit through the unique KOTAK 2-
Way Sweep benefit.

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BUSINESS ADVANTAGES

The host of features offered by your KOTAK Pro Current Account makes
your money work to your advantage while offering you a convenient
Banking experience.

Free Demand Drafts

Avail Demand Drafts, free of cost, payable at any location in India, up to a
per-specified limit, just by calling our Phone Banking Service.

Free Home Banking

For ‘free’ Cheque pick-up, dial our Phone Banking Service and enjoy a time
saving banking experience from the comfort of your home or office. You
can also use this facility for cash/demand draft delivery and cash pick-up
Free At-par Cheque

KOTAK Mahindra Bank's At-par Cheque are treated as ‘local clearing’

Cheque across select locations in the country. The At-par Cheque facility
comes to you ‘free’ of charge. You can now save DD making charges while
enjoying the convenience of a Cheque!

Electronic Fund Transfer

Cheque
Transfer funds to third party accounts in other banks, without drawing a
Demand Draft or a Cheque, by using our Electronic Fund Transfer facility.
With this facility you can save on Demand Draft making/couriering charges
and also transfer funds faster!
Free Cheque Collection

31
Outstation Cheque, drawn on any of our branch locations, would be
collected ‘free of charge’ for you. Only a nominal charge is levied for non-
branch locations.

PRO PRIVILEGES

Your KOTAK Pro Current Account comes to you with special privileges
that provide an extra fillip to your Banking experience.

Family Savings Account

The KOTAK Pro Current package entitles you to a ‘free’ Family Savings
Account. This account comes to you with a host of benefits like KOTAK 2-
Way Sweep, At-par Cheque facility and other beneficial account features. So
now even your dear ones can enjoy banking the ‘KOTAK way’!

Free Cheque Pick-up:

You can now avail the added benefit of a ‘free’ Cheque pick-up service.
This service enables you to have Cheque and documents picked up from
your doorstep on a daily basis, helping you to devote more time and energy
to your business.

Free At-Home Services

This service enables you to make your Utility Bill payments like electricity,
telephone and mobile phone bills and also get document delivery and pick-
up from the bank. This facility, brought to you by Les Concierge, is
available at select cities, and comes to you absolutely ‘free’!

32
CONVENIENCE BANKING

A host of Convenience Banking facilities allow you to access your account

anytime, anywhere.

Global Debit Card

Access your account ‘free of cost’ at all VISA ATM in India by using your
Global Debit Card. You can also use your Debit Card at all VISA affiliated
merchant establishments and ATM worldwide.

Phone Banking

Dial our 24 hour Toll Free number 1800 116022 (North India) OR 1800
226022 (Rest of India) from anywhere and our customer Care Officer will
help you instantly with your banking requirements.

Net Banking
Log on to www.kotak.com to use our Net Banking facility. Take advantage
of the Internet to bank from home, office or anywhere in the world.

Mobile Banking & Alerts

Use this service to access your bank account anywhere, anytime! It is quick
and easy, available to you 24X7 and it’s absolutely free! You don’t have to
pay any charge to avail this service. You can use Mobile Banking to check
account balance, last 3 transaction details, issued Cheque status and request
a Cheque book. You can use Alerts Service to get Alerts by SMS and / or
email whenever a debit or credit greater than Rs. 1 lakh happens to your
account, your balance falls below the Average Quarterly Balance or a

33
Standing Instruction set by you fails or you can even ask for your account
balance to be sent to you on a weekly basis

KOTAK Ace Current Account : Features

KEY BENEFITS

-Attractive Returns
-Business Advantages
-Ace Privileges
-Convenience Banking

You need a well equipped bank account to keep pace with you in the ever
changing business scenario. We offer you the KOTAK Ace Current
Account, armed with Business benefits and exclusive Ace Privileges and an
entire gamut of banking conveniences especially designed for you. The
feature rich KOTAK Ace Account is the ideal way to make your money
work harder.

ATTRACTIVE RETURNS

Your KOTAK Ace Current Account combines liquidity of a Current

Account with the attractive returns of a Term Deposit through the unique
KOTAK 2-Way Sweep benefit.

34
BUSINESS ADVANTAGES

Your Ace account comes to you with a host of advantages that are aimed at
meeting your business requirements whilst providing you a superior
Banking experience.

Free Demand Drafts

Avail Demand Drafts, free of cost, payable at any location in India, up to a
per-specified limit, just by calling our Phone Banking Service.

Free Cheque Collection

Outstation Cheque, drawn on any of our branch locations, would be

collected ‘free of charge’ for you. Only a nominal charge is levied for non-
branch locations.

Free Home Banking

For ‘free’ cash/demand draft delivery, dial our Phone Banking Service and
enjoy a time saving banking experience from the comfort of your home or
office. You can also use this facility for free cash/Cheque pick-up

Free At-par Cheque

KOTAK Mahindra Bank's At-par Cheque are treated as ‘local clearing’
Cheque across select locations in the country. The At-par Cheque facility
comes to you ‘free’ of charge. You can now save DD making charges while
enjoying the convenience of a Cheque!

Free Electronic Fund Transfer

Transfer funds to third party accounts in other banks, without drawing a
Demand Draft or a Cheque, by using our Electronic Fund Transfer facility.

35
With this facility you can save on Demand Draft making/couriering charges
and also transfer funds faster!

Overdraft against Term Deposit

As a KOTAK Ace Current Account holder, you can avail an overdraft
against your Term Deposit(s) held with KOTAK Mahindra Bank. This
facility helps you to effectively manage short-term cash flow problems and
since your Term Deposit(s) remains intact, you continue to earn interest on
your investment.
ACE PRIVILEGES

Your Ace account has been designed with exclusive benefits that give an
extra fillip to your banking experience.

Free Demat Account

As an Ace Current customer, you can also open a Demat Account with us
‘free’ of charge. What’s more, even your annual charges towards the Demat
Account are waived off!
Family Savings Accounts
Your Ace account allows you to now extend the KOTAK banking
experience to three of your family members. The Family Savings Accounts
come to you with a host of benefits like KOTAK 2-Way Sweep, At-par
Cheque facility and other attractive features. So now even your dear ones
can enjoy banking the 'KOTAK way'!

Free Cheque Pick-up

You can now avail the added benefit of a ‘free’ Cheque pick-up service.
This service enables you to have Cheque and documents picked up from

36
your door step on a daily basis, helping you to devote more time and energy
to your business.

Free Investment Account

Avail a ‘free’ Investment Account that provides you a consolidated view of
all your investments. The Investment Account statement gives a 'single
window view' of your Mutual Fund portfolio, listing the NAV of each
scheme invested into, current consolidated value of your portfolio, and
realized/unrealized returns against each investment made.
Personal Investment Advisor
To identify and analyze your specific investment requirements we provide
you a dedicated Personal Investment Advisor. This person alerts you to
investment opportunities, sends you regular updates and feedback on the
performance of your investments, helping you monitor, manage and grow
your wealth in the ever fluid investment climate.

CONVENIENCE BANKING

A host of Convenience Banking facilities allow you to access your account

anytime, anywhere.

Global Debit Card

Access your account free of cost at any VISA ATM in India or abroad using
your Global Debit Card. You can use your Debit Card at all VISA affiliated
merchant establishments worldwide. And furthermore you can gift free add-
on cards to your family members too!

Phone Banking

37
Dial our 24 hour Toll Free number 1800 116022 (North India) OR 1800
226022 (Rest of India) from anywhere and our customer Care Officer will
help you instantly with your banking requirements.

Net Banking

Just log on to www.kotak.com to access our Net Banking facility. Take

advantage of the Internet to bank from home, office or anywhere in the
world at a time of your convenience. Furthermore, usage of our Net Banking
facility entitles you to free Insurance Cover as per conditions specified.

At-Home Services

This service enables you to make you Utility Bill payments like electricity,
telephone and mobile phone bills and also documents pick-up/delivery to the
bank, ‘free of cost’. This facility brought to you by Les Concierges, is
available at select cities.

Mobile Banking & Alerts

Use this service to access your bank account anywhere, anytime! It is quick
and easy, available to you 24X7 and it’s absolutely free! You don’t have to
pay any charge to avail this service. You can use Mobile Banking to check
account balance, last 3 transaction details, issued Cheque status and request
a Cheque book. You can use Alerts Service to get Alerts by SMS and / or
email whenever a debit or credit above any amount specified by you
happens to your account, your balance falls below the Average Quarterly
Balance or a Standing Instruction set by you fails or you can even ask for
your account balance to be sent to you on a daily or a weekly basis.

38
 KOTAK Edge Current Account : Features

KEY BENEFITS

-Attractive Returns
-Business Advantages
-Convenience Banking

You need a well equipped bank account to keep pace with you in all your
business endeavors. We offer you the KOTAK Edge Current Account,
armed with KOTAK 2-Way Sweep and our entire gamut of Banking
Privileges, providing you that extra edge to get ahead. The feature rich
KOTAK Edge Current Account is the ideal way to make your money work
harder.

ATTRACTIVE RETURNS

39
Your KOTAK Edge Current Account combines liquidity of a Current
Account with the attractive returns of a Term Deposit through the unique
KOTAK 2-Way Sweep benefit.

BUSINESS ADVANTAGES

Experience the ‘edge’ your business gains while banking through a host of
advantages offered by your KOTAK Edge Current account.

Free Demand Drafts

Avail Demand Drafts, free of cost, payable at any of our branch locations
just by calling our Phone Banking Service. What's more, there is no limit to
the number/value of Demand Drafts drawn by you at these locations.

Home Banking

For cash/Cheque pick-up or cash/demand draft delivery dial our Phone

Banking Service and enjoy a time saving banking experience from the
comfort of your home or office.

At-par Cheque

KOTAK Mahindra Bank's At-par Cheque are treated as ‘local clearing’

Cheque across select locations in the country. You can now save DD making
charges while enjoying the convenience of a Cheque!
Electronic Fund Transfer
Transfer funds to third party accounts in other banks, without drawing a
Demand Draft or a Cheque, by using our Electronic Fund Transfer facility.

40
With this facility you can save on Demand Draft making/couriering charges
and also transfer funds faster!

Overdraft against Term Deposit

As a KOTAK Edge Current Account holder, you can avail an overdraft

against your Term Deposit(s) held with KOTAK Mahindra Bank. This
facility helps you effectively tackle short-term cash flow problems and since
your Term Deposit(s) remains intact, you continue to earn interest on your
investment.

CONVENIENCE BANKING

A host of Convenience Banking facilities allow you to access your account

anytime, anywhere.

Global Debit Card

Access your account ‘free of cost’ at 1320+ KOTAK Mahindra Bank and
HDFC Bank ATM by using your VISA Global Debit Card. You can also use
your Debit Card at all VISA affiliated merchant establishments and ATM
worldwide.

Phone Banking

Dial our 24 hour Toll Free number 1800 116022 (North India) OR 1800
226022 (Rest of India) from anywhere and our customer Care Officer will
help you instantly with your banking requirements.

Net Banking

41
Log on to www.kotak.com to access to use our Net Banking facility. Take
advantage of the Internet to bank from home, office or anywhere in the
world.

At-Home Services

This service enables you to make your Utility Bill payments like electricity,
telephone and mobile phone bills and also get document delivery and pick-
up from the bank. This facility, brought to you by Les Concierge, is
available at select cities.

Mobile Banking & Alerts

Use this service to access your bank account anywhere, anytime! It is quick
and easy, available to you 24X7 and it’s absolutely free! You don’t have to
pay any charge to avail this service. You can use Mobile Banking to check
account balance, last 3 transaction details, issued Cheque status and request
a Cheque book. You can use Alerts Service to get Alerts by SMS and / or
email whenever your balance falls below the Average Quarterly Balance or a
Standing Instruction set by you fails

42
43
 INTRODUCTION TO
KOTAK MAHINDRA
BANK

CREATING BANKING HISTORY

Established in 1984, The KOTAK Mahindra group has long been one of
India's most reputed financial organizations. In February 2003, KOTAK
Mahindra Finance ltd. the group's Flagship Company was given the license
to carry on banking business by the Reserve Bank of India (RBI). The
approval creates banking history since KOTAK Mahindra Finance Ltd. is
the first company in India to convert to a bank.

THE COMPLETE BANK

44
A license authorizing the bank to carry on banking business has been
obtained from the Reserve Bank of India in terms of Section 22 if the
Banking Regulation Act, 1949. It must be distinctly understood, however,
that in issuing the license, the RBI does not undertake any responsibility for
the financial soundness of the bank or the correctness of any of the
statements made or opinion expressed in this connection.
 Retail Liabilities and Branch Banking: KOTAK Mahindra Bank
addresses the entire spectrum of financial needs for Individuals and
Corporate. From savings account and current account, to Demat.
Services, Investment advisory Services, Trade Finance Services, and
Forex and Remittances, the bank offers it all What differentiates and
the Bank's regular Banking Products are our value-added benefits like
free access at any VISA ATM, Free cash delivery at home, 2-way
sweep into Mutual Fund & Term Deposit, Utility Bill payment
Facility etc. The bank introduced online shopping during the current
year. As on September 30, 2005, KOTAK Mahindra Bank had 44 full
fledged bank branches across 25 locations in India.

 Wealth Management: As a Bank, our objective is to help individual

manage and better their Net Worth. Hence, within KOTAK Mahindra
 Bank; there is a team of dedicated professionals catering to the
financial requirements of High Net-Worth Individuals.
 NRI Services: KOTAK Mahindra Bank offers a diverse set of NRI-
centric financial solutions including, investments, remittances, and
deposits. KOTAK stands with a difference like at-par Cheque, at
home services (utility bill payment and document delivery in India),

45
 free Inward funds, and mandate facility etc. including
NRE/NRO/FCNR accounts.
 Commercial Vehicles: This constitutes the largest part of the Bank's
retail advances portfolio servicing a customer base of more than
50,000 customers. The division is moving towards becoming one stop
shop for all financing needs of transporters.
 Personal loans: KOTAK quick easy loans are called "Jaldi loans"
which range from Rs. 50000 to Rs. 1000000 for salaried individuals,
self-employed professional and businessmen. Jaldi Loans offers
minimal paperwork and quick processing within 24 working hours for
salaried and 72 working hours for self employed professionals and
business) with repayment tenures ranging from 12 to 48 months.
 Home Loans: The Bank now has a complete suite of home finance
products which includes home loans, loan against property, balance
transfer loans and loans for commercial property
 Agriculture Finance Division: The agriculture finance division was
launched in August 2003, to meet the priority sector advance target of
the Bank. The products launched for cropping activities & to high tech
and scientific agricultural projects, working capital loans to dealers
and distributors of agricultural inputs and loans to farmers engaged in
providing inputs under contract farming arrangements to large corporate
& direct loans to Corporate engaged in agriculture activities.
 Corporate Banking: KOTAK Mahindra Bank offers Corporate and
institutions a complete range of client-centric banking solutions and
services. These include working capital, trade services, transaction
banking, money market and foreign exchange services and cash
management

46
 Treasury: The current liberal policy in conducting the Forex business
opened up a gateway to new opportunities to both individuals and
corporate clients

47
 RESEARCH
METHODOLOGY

FACTS AND FINDING

48
 - CUSTOMER HAVING CURRENT ACCOUNT.

Banks HDFC ICICI CITI IDB KOTAK GOVT.BANK

I
% 23 16 5 13 12 31
No of people out of hundred

Bank

35

30

25

20

15

10

0
hdfc icici citi idbi kotak govt
bank
current acc.bank

INTERPRETATION:- in the survey of 300 people I found that 23 % of

them having current acc. In hdfc. , 16 % ,5% ,13%,12% or 31% have their
accounts in icici, citi, idbi, Kotak, and govt .bank respectively

- CUSTOMER RESPONSE IN FREE DEMAND DRAFT FACILITY.

(A) YES (B) NO

49
 no
25%

yes
75%

INTERPRETATION:- in the survey of 300 people I found that 75

% got free D.D. facility and 25 % of them do not avail this facility.

80

70

-CUSTOMER
60 INTREST IN CURRENT ACCOUNT.
50

(A)40 YES 15 (B) NO 85

Series1
30

20

10

0
yes no 50
 Interest on current account

INTERPRETATION:- in the survey of 300 people I found that 15 % of

people were interested in c. acc. And rests 85 % were not interested in
opening current acc.

- BANK PROVIDES YOU FREE AT-PAR-CHEQUE BOOK.

Category’s No of people
Yes 30( kotak, HSBCs stan.c)
No 70 (icici, hdfc, govt bank)

51
 90
80

70
60
yes kotak,hsbc,
50 stanc
40 no icici,hdfc,govt
banks
30
20

10
0
1 2

Free at-par cheque book

INTERPRETATION:- in the survey of 300 people I found that 85% people

get free at-par cheque book and these were customer of Kotak, hsbc, stanc.
And rest 15 % don’t get free at-par cheque book and these were customer of
icici, hdfc, govt bank.

- BANK PROVIDE FREE HOME BANKING.

Ba Kotak hdfc Govt stan.c HSB ICICI

nk banks C

52
 s

29 14 4 22 25 6
%

home banking
govt
stan.c
kotak
hsbc
hdfc
icici
banks
0%
icici
stan.c 6%
hdfc
22%
14%

govt banks
4%

hsbc
25% kotak
29%

INTERPRETATION:- in the survey of 300 people I found that 29%, 25%

22%, 14%, 6% 4% respectively were using free home banking of bank
Kotak, hsbc, stan.c., hsfc. Icici. Govt banks. Respectively.

- COMSUMER RESPONSE IN FRE DEMAT ACCOUNT.

CATEGORIES NO OF RESPOND
YES 85
NO 20
May be 15

53
 demat account response

60

50
people 40

30 Series1
55
20
25
10 20

0
yes no partially

INTERPRETATION:- in the survey of 300 people I found that 55%

people were having demat account. And 20 % of people don’t have demat
account, and 25 % people don’t know or if know not willing to invest,

- BANK PROVIDING YOU A FREE ELECTRONIC FUND TRANSFER.

CATEGORIES NO OF RESPOND
YES 60
NO 40

54
 70

60

50

40
S eries 1
30

20

10

0
YES NO

INTERPRETATION:- in the survey of 300 people I found that 60 % of

them were availing free electronic fund transfer services, 40 % were un
aware of this service.

- CONSUMER RESPONSE IN GLOBAL VISA DEBIT CARD.

-
CATEGORIES NO OF RESPOND

55
 YES 61
NO 22
May be 17

number of people
YES
NO
May be
Ma y be
17%

NO
22% YES
61%

INTERPRETATION:- in the survey of 300 people I found that

61 % have got free global visa debit card from their respective banks,
22 % were unaware of this service, and 17% were partially used this service.

56
 DATA ANNALYSIS &
INTERPRETATION

METHODS OF DATA COLLECTION

The target was very simple we have to first target NON GOVERNMENT
ORGANIZATIONS, for the product of our bank. the retail marketing of
current account in Jaipur city

57
 1. For this we had no data initially so we straight away took help of
Yellow Pages of the Jaipur City.
2. Secondly we collected FCRA list from the Internet for Rajasthan.
3. We also collected list of educational institute of Jaipur City.

Getting the list of people who use current account from yellow pages and
Internet was not enough for us. So we go for the survey of 300 peoples by
direct marketing. To know about their attitude towards your banking.

OPERATION ON THE LIST COLLECTED:

The list collected was not small. We divided the whole list area wise first
and then started work on it. We stepped forward as follows:

1]> Phone Calling: This was the first step which we followed the reason
is very simple the KOTAK Mahindra Bank has built a working culture for
which it is famous and that is way of doing business.
We proposed our product on phone with also knowing their present banking
relationships. This not only gave the customers the initial knowledge of our
bank and product but also we got to know what presently he is doing, what
is there banking size (yearly turnover), are they satisfied with the present
banking relationship with other banks
Phone calls proved to very important for us because taking appointment is
like first impression of the bank in front of the customers. Since we know
that is this the best media to know whether the person is willing to be a part
of our banking.
The important thing we kept in mind were two things firstly try to find what
a customer is most focused on like only on Demand Draft from the bank or
Cash Transaction, Interest etc. and secondly time spent on each call.

58
We more tried on taking appointment by explaining our planning very
precisely and correctly. Because talking face to face means you can
convince him more easily rather than on phone

One more we had to keep in mind was over tone and language. As there
were people who were more comfortable talking with us in regional
language and some were more comfortable in English. So we had to be
prepared in Hindi, English and Rajasthani.

Phone calls also made us to cross check the exact address of the customers.
We made a flexible arrangement to work area wise so to save cost of
conveyance.

2] Post Appointment Preparations: After taking the

appointment we did our home work that is we prepared a written proposal
for the customer on the letter-head of the KOTAK Mahindra Bank so that if
we enter the office of customer we are fully prepared to take any
responsibility of the bank. The written proposal made the difference between
KOTAK Mahindra Bank Ltd. and other banks. The written proposal was a
letter containing an introduction to KOTAK Mahindra Bank an attached
with all the facilities offered by the bank to the associations.

3] Group appointment and Personal appointment: The customers no

doubt work on the principle of no profit no loss. But for the bank they are
high league customer as the fund once deposited in the bank are withdrawn
back in small amount so a large contribution in the calculation of the net
worth of the bank. So it is best to talk each of them separately and convince
them individually.

59
 Also the need of each customer is different and needs to be treated
separately. So the whole process of the selling our product could be
explained by the following steps.
{A} Prospecting and Qualifying: That we had discussed that by
collecting the data of prospective customers. The prospective customer can
also be known by the current appointments.
{B} Reproach: The step taken by us to know more and more about
the CUSTOMER and its working. Its current bank account and its goodwill
by the general inquiry or general information. If not collected then also it
doesn't make much difference.

{C} Approach: The step in the selling process in which the salesperson
meets and greets the buyer to get the relationship off of a good start. The
starting lines of our meeting were like "we believe what ever we will discuss
in the next few minutes will definitely beneficial for your organization".
This kind of practical application is only possible by very good marketing
person. It's like positive sign in the starting of the meetings.

{D} Presentation and Demonstration: The step in the selling process in

which the salesperson tells the product "story" to the buyer, showing how
the product will make or save the money for the buyer. Since our product
was more like that only that is how the associations can save money using
our banking relationship.

{E} Handling Objections: The step in the selling process in which the
salesperson seeks out, clarifies and overcomes customer objections to
buying. The directors and secretaries of the associations asked lot of queries

60
about the profitability of our product and we had to answer and we had to
answer them and convince them at each and every step of the meeting and
satisfy them.

{F} Closing: The last but one, step was asking the order from the customer.
Here the decision taker is not a single person but the whole boards of
directors of the society so it is not true to say that we got an account of the
association at the first meeting.

{G} Follow-up: The last step was usually taking time for the follow-up for
the next meeting and it was not less than a week for any CUSTOMER and
that was due to their next meeting. We use to collect the order in the next
meeting or so on.

Source: As taken help from Principles of Marketing, by Philip Kotler and

Gary Armstrong, Pg. 496-497, personal selling and sales management.

PRINCIPLES OF CUSTOMER SERVICE IN BANKING

1. By satisfying our clients' business objectives we satisfy our own

professional and personal objectives.
2. We want our client to regard KOTAK Mahindra as their partner of
choice time after time.

61
3. Satisfied clients become engaged clients when they trust us, bond us
and feel a sense of pride through an association with us
4. Engaged client forms a significant source of continued and
imp0roved growth.
5. An engaged client will actively sell our bank products and services to
other.
6. Engaged client forms a sound commercial foundation for KOTAK
Mahindra Bank's future.
7. Don't keep good news to yourself – inform the client of every
success.
8. Give every client a reason to trust KOTAK Mahindra Bank.
9. Do what you said; you could do it, when you said you would do it.
10. Ensure all communications are reviewed before being set to a client.
11. Promote the advantage of KOTAK Mahindra Bank and our products
and not just the features.
12. Understand how the world looks from the clients' point of view.

62
 CONCLUSION:

During the survey I found the reason of one important question that why
customers are changing their opening current account behavior towards.

63
KOTAK MAHINDRA BANK LTD. Some important interpretations are
here.
1. The first preference is opening a current / saving account in govt bank
because mostly consumers don’t want to believe and waste their time
in private bank.
2. The factor which is paying the leading role, facilities and services
.mostly consumers are govt. employees so they are more conscious
towards facilities and services.
3. When people go to opening a current account, the brand name of
kotak is not on their minds.
4. People remember the advertisements of ICICI and
5. HDFC more than the ‘KOTAK’ because of advertisement of ICICI
and HDFC. In market ICICI and HDFC have big hoarding and
showrooms, which attract the consumer and leave image on
consumer’s mind.
6. KOTAK advertisements are not coming frequently on both media
electronic and print media in comparison to other brands. So people
easily forget this brand because consumer’s memories are very short.

64
 RECOMMENDATIONS:

Here come the gems in hand. Whatever we do; we must do to learn and
implement. The following important things should be kept in mind for the
future.

65
1. Bank should more concentrate on its advertisement, since for making
a big brand name and sell your product people must remember the
name of KOTAK as a Bank.
2. Bank should provide some short term loan facilities to Customers if
they want to attain more customers as giving them helping hand will
help us.
3. In future who so ever is added in the team for the banking relation
with the TASC, the bank must train him/her fully with the law
controlling non government organizations.
4. KOTAK must increase its number of branches in the state.
5. KOTAK must form a committee who should be responsible to cross
check the working of its customers.

66
 BIBLIOGRAPHY

BOOKS:

1. PRINCIPLES OF MARKETING, BY PHILIP KOTLER

2. GARY ARMSTRONG, PRENTICE-HALL OF INDIA, 2000.
3. PERSONAL FINANCIAL PLANNING (ICFAI)

67
 4. PORTFOLIO MANAGEMENT (ICFAI)
5. SAXENA, RAJAN, MARKETING MANAGEMENT
6. KOTLER, PHILIP,ARMSTRONG MANAGEMENT PRINCIPLES
OF MARKETING
MAGAZINES:
1. BUSINESS AND ECONOMY,
2. OUTLOOK: BUSINESS PROMOTER,
3. BUSINESS WORLD,

WEBSITES:
1. WWW.KOTAK.COM
2. WWW.RBI.COM
3. WWW.GOOGLE.COM
4. WWW.FINMIN.NIC.IN
5. WWW.HINDUUONNET.COM
6. WWW.WESTGODAVARI.ORG

SURVERY FOR THE CUSTOMER SATISFACTION RELATED

TO BANKING RELATIONSHIP0 IN JAIPUR
1. IN WHICH BANK DO YOU HAVE YOUR CURRENT ACCOUNT?

68
 (A) HDFC (B) CITI (C) ICICI
(D) IDBI (E) GOVT. BANK

2. DOES YOUR BANK PROVIDE YOU A FREE DEMAND DRAFT FACILITY?

IF YES UPTO
(A) 0-5 (B) 5-10 (C) 10-20 (D) 20-30

3. DO YOU GET INTREST IN YOUR CURRENT ACCOUNT?

(A) YES (B) NO

4. IS YOUR BANK PROVIDING YOU FREE AT-PAR CHEQUES BOOK?

(A) YES (B) NO
IF NO WHAT CHARGES YOU PAY FOR LEAF?

5. DOES YOUR BANK PROVIDE YOU FREE HOME BANKING?

(A) YES (B) NO

6. ARE YOU SATISFIED WITH THE HOME BANKING FACILITY?

(A) YES (B) NO

7. WHAT CHARGES DO YOU PAY YEARLY OR MONTHLY?

8. IS YOUR BANK PROVIDING YOU FREE DEMAT ACCOUNT?

(A) YES (B) NO

9. IS YOUR BANK PROVIDING YOU FREE ELECTRONIC FUND TRANSFER?

(A) YES (B) NO

10. DOES YOUR BANK PROVIDE YOU GLOBEL VISA DEBIT CARD?
(A) YES (B) NO

PERSON NAME DATE

CONTACT DETAIL SUBMITTED BY: AMAR SINGH

69
THANK YOU

70