CHAPTER 1

INTRODUCTION

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 INTRODUCTION

Bajaj Finance Limited is a Non-Banking Finance Company engaged in consumer finance, SME
finance and commercial lending. Bajaj Financial Solutions Limited, a wholly owned subsidiary of
BFL is engaged in wealth advisory business.

BFL is one of the leading financiers in the market offering: 0%interest on lifestyle product and
consumer durable product finance on EMI .An easily avail on a loan for products like LCD, LED,
Color TV, Refrigerator, Washing Machine, Air Conditioner, Music System, Microwave amongst a
host of other products.

BFL consumer durable loan comes with 0% financing and with a small fee. One can apply online
on their website and get an instant approval or visit a dealership to easily avail a loan. It provides
on the spot approval with minimum documentation & fast processing.

They offer finance for various infrastructure related equipment’s in the field of Construction,
Mining, and Material Handling businesses so you can go ahead and construct your own path to
success. They extend finance with attractive benefits for both new as well as used equipment

BFL offers loans for various needs. We offer loans for Bajaj Auto Two Wheelers under the name
of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans, Personal Loans, Loan against
Property, Small Business Loans, Construction Equipment Loans, Loan against Securities and
Insurance Services under the name of BFL.

BFL is one of the most diversified NBFCs in the market catering to more than 5 million customers
across the country. The product offerings include Consumer Durable Loans, Personal Loans, Loan
against Property, Small Business Loans, Two-wheeler and Three-wheeler Loans, Construction
Equipment Loans, Loan against Securities and Insurance Services.
Bajaj Finserv is a company which provide loans on consumer durable goods, digital products,
etc.Besides these, it also provides personal loans, home loans, etc. Talking about Consumer

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Durables and Digital Products, there are various schemes available for each
product. These schemes subject to change every month or after a certain period of time on a
regular basis.As we know the key work of the company is to provide loans, so this involves certain
steps, which need to be followed, hence certain formalities need to be necessarily fulfilled.

Key concepts:
 Lending:
A person or organization that makes a loan. That is, a lender gives money to a borrower with the
expectation of repayment in a timely manner, almost always with interest.
 Surrogates:
A surrogate means document requirement criteria for loan approval process.
 Bajaj Dedupe:
Bajaj Ded upe means there is problem occurred in the previous Bajaj loan.
 Scheme Chart:
Various types of schemes are given below:

Table No.3.1: Scheme Chart for loan approval :

Schemes Description

12/4 It means the 4months payment will be taken as an advance and

remaining payment will be distributed in 8 months.
10/2 It means the 2 months payment will be taken as an advance and
remaining payment will be distributed in 8 months.
18/6 It means the 6 months payment will be taken as an advance and
remaining payment will be distributed in 12 months. And it is long
term scheme.
24/6 It means the 6 months payment will be taken as an advance and
remaining payment will be distributed in 18 months. And it also long
term scheme.
10/0 It means there is no any advance payment will be taken, all payment
will be distributed in 10 months.

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 CHAPTER 2

PROFILE OF COMPANY

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 COMPANY PROFILE

2.1: Historical Background of the Organization:

The company started off as sugar manufacturing company in 1931 and has grown to become one
of the country’s largest business houses.

This company covered a whole range of industries, from automobiles, home appliances, digital
products to lighting, iron and steel, insurance, travel and finance.

India is undergoing rapid growth and development. Rich people can buy things at whatever cost
they are getting it. But middle and lower class cannot stop dreaming for things which cannot be
afforded by them.

Bajaj Finserv is the company which is giving individuals to grab expensive products, CD Goods,
Digital Product on EMIs and at 0% interest, which can help them to improve their lifestyle and
also further help to grow real estate business.

Bajaj Finserv offers loans for various needs. We offer loans for Bajaj Auto Two Wheelers wider
the name of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans. Personal Loans. Loan
against Property. Small Business Loans. Construction Equipment Loans. Loan against Securities
and Insurance Services under the name of Bajaj Finserv. Bajaj Finserv is one of the most
diversified NBFCs in the market catering to more than 5 minion customers across the country.
Apan from being a well-recognized organization, they pride us for holding the highest credit
rating of FAAA/Stable for any NBFC in the country today. The product offerings include
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Consumer Durable Loans. Personal Loans. Loan against Property. Small &min..
Loans. Two-wheeler and Three —Wheeler Loans. Construction Equipment Loans. Loans
against Securities and Insurance Services.

Bajaj Finserv was formed in April 2007 which is situated in 4TH Floor, Bajaj Finserv Corporate
Office, Pune-Ahemednager Road Viman Nagar, Pune 411014, Maharashtra. As a result of its
demerger from Bajaj Auto Limited to act as a pure play financial services business. The process
of demerger was completed in Feb 2008. This demerger was not only to unlock values in the
high growth business areas of Auto, Insurance, Finance sectors and Wind Power but also to run
independently these core businesses and to strengthen the competencies. The wind power
project, the stakes in the life and general insurance companies and consumer finance along with
their respective assets and liabilities got vested in Bajaj Finserv Limited.
In addition to that cash and cash equivalent of INR 8,000 million (then market value) was also
transferred to the company. The demerger has enabled investors to hold separate focused stocks
and also facilitate transparent benchmarking of the companies to their peers in their respective
industries. The constantly changing demographics and dynamics of the Indian economy, has led
to creation of various needs of the average Indian customer. The Indian customer now demands
proper avenues of channelizing their savings, financial protection and is also desirous of
spending more on valuable goods and services. All these wants need to be met by dynamic
players in the financial services space. Bajaj Finserv was formed specifically to cater to these
needs. The company was also formed to touch and improve the lives of a growing number of
people in the country, and in doing so, deliver superior corporate values to its shareholders. The
operating companies carry with them the Bajaj brand, which carries with it decades of
commitment to business ethics, integrity and highest standards of fiduciary responsibility.

2.1.1: Area of operation:

 Consumer Durable Finance
 Two and Three Wheeler Finance
 Lifestyle product finance
 Vendor finance
 Construction Equipment Finance

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2.1.2: Vision and Mission of the Organization:

Vision:

Bajaj Finserv has a vision to become a full-fledged financial services company and be the
financial partner to the Indian consumer and help him across his financial needs, whether for
finance, for investment management, for protection or for post-retirement support, throughout his
lifecycle.

Mission:
Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial Services. It
is our continuous endeavor to be a trustworthy advisor to our clients, helping them achieve their
financial goals.

2.1.3: Objective of the Organization:

Our main objects as contained in our Memorandum of Association include:
1. To Finance industrial by way advance ,deposit or lend money, securities and propertied
or with any Company, Body corporate, trust, firm, person or association whether falling
under the same management or otherwise, with or without security and on such terms as
may be determined from time to time, and to carry on and undertake the business of
finance and investment and to provide venture capital, seed capital, loan capital and to
participate in equity preference share capital or to give guarantees on behalf of the
company in the matter and to promote companies engaged in industrial and trading
business and to act as Financial Consultants, Management Consultants, Brokers, Dealers,
Agents and to carry on the business of share broking, money broking ,exchange broking,
bill broking and general brokers for shares ,debentures, debenture-stock, bonds, units,
obligations, securities ,commodities, bullion currencies and to manage the funds of any
person, firm, body corporate or trust by investment in various avenues like Growth Fund,
income fund, risk fund, tax exempt funds, pension /superannuation funds and to pass on
the benefits of portfolio investments to the investor as dividends, bonus, interest, etc.
2. To carry on the business as an investment company and to underwrite, sub-underwrite, to
investigating , and acquire by gift or otherwise and hold, sell, buy or otherwise deal in
shares debentures, debentures-stocks, bond, units, obligations and securities issued or

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 guaranteed by Indian or Foreign Governments, States, Dominions,
Sovereigns, Municipalities

2.1.4: Organization Hierarchy:

A key issue in accomplishing the goals identified in the planning process is structuring the work
of organization. Organizations are group of people, with ideas and resources working toward
common goals. The purpose of the organizing function is to make the best use of the
organizations resources to achieve organizational goals. Organizational Structure is the formal
decisions making framework by which job tasks are divided, grouped and coordinated.
Formalization is an important aspect of structure. It is the extent to which the unit of organization
is explicitly defined and its policies, procedures and goals are clearly stated. It is the official
organizational structure conceived and built by top management. The formal organization can be
seen and represented in chart form. An organization chart displays the organizational structure
and shows job titles, lines of authority and relationship between departments. Organizational
Structure allows the expressed allocation of responsibilities for different functions and processes
to different entities. Ordinary description of such entities is as branch site, department, work
group and single group of people.

Rahul Bajaj
[Chairman]

[CHAIRMAN]

Nanoo Pamnani
RAHUL BAJAJ
[Vice-Chairman]
[CHAIRMAN]

[CHAIRMAN]
Rajeev Jain
RAHUL
[Ceo]BAJAJ

[CHAIRMAN]

[CHAIRMAN]

RAHUL BAJAJ 8|Page

[CHAIRMAN]
 Rakesh Bhatt
[Coo]

[CHAIRMAN]
Devang Mody
[PresidentRAHUL
Consumer
BAJAJBusiness]

[CHAIRMAN]

[CHAIRMAN]
Deepak Reddy
RAHUL
[Chief BAJAJResources]
Human

[CHAIRMAN]

[CHAIRMAN]
Manev Mianwal
[Group
RAHUL BAJAJ
Marketing Head]

[CHAIRMAN]

[CHAIRMAN]
Pankaj Thadan
RAHUL
[Chief BAJAJ Officer]
Compliance
[CHAIRMAN]

[CHAIRMAN]
Amit Gainda
RAHUL
Business BAJAJ
Head - Mortgages
[CHAIRMAN]

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 Rajesh K
[Chief Risk Officer]

[CHAIRMAN]
Ashish Panchal
[Business Head - Credit
RAHUL BAJAJ Cards & Loan]

[CHAIRMAN]

[CHAIRMAN]
Diwakar Pundir
Ashish Sapra
RAHUL BAJAJ
[Chief Credit Officer]
[Business Head - Cross Sell]
[CHAIRMAN]

[CHAIRMAN]
[CHAIRMAN]
Amit Raghuvanshi
RAHUL BAJAJ
RAHUL
[Business BAJAJ
Head - Sales Finance]
[CHAIRMAN]
[CHAIRMAN]

[CHAIRMAN]
Atul Jain
RAHUL
[Chief BAJAJ Officer]
Collections

[CHAIRMAN]

[CHAIRMAN]
Samir Mehta
[Business
RAHULHead Commercial
BAJAJ
Lending]
[CHAIRMAN]

[CHAIRMAN]

RAHUL BAJAJ

[CHAIRMAN]

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 B. Sreenivas
[Business Head - Insurance
Services]

Vivek r. Likhite
[CHAIRMAN]
[group corporate audit head]
RAHUL BAJAJ

[CHAIRMAN]
[CHAIRMAN]
M M Muralidharan
[Treasurer]
RAHUL BAJAJ

[CHAIRMAN]

[CHAIRMAN]
Deepak Bagati
[Business Head
RAHUL - Business Loans]
BAJAJ

[CHAIRMAN]

[chairman]
Samir Satyam
[BH -Rahul
Loanbajaj
Against Securities]

[chairman]

[CHAIRMAN]
Sanjeevvij
[BH - Construction
RAHUL BAJAJEquipment]

[CHAIRMAN]

[CHAIRMAN]
Figure No.2.2: Organisational Hierarchy
RAHUL BAJAJ

[CHAIRMAN]

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Table No.2.1: Organization Chart of Bajaj Finserv:

Name Designation

Rahul Bajaj Chairman

Nanoo Pamnani Vice-chairman

Madhur Bajaj Major director

Rajiv Bajaj Director

Sanjiv Bajaj Non executive director

D.S.Mehta Major director

D.J.Balajirao Director

Dipak Poddar Director

Ranjan Sanghi Director

Rajendra Lakhotia Director

Omkar Goswami Director

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2.1.5: Product Profile of the Organization:
Bajaj Finserv Lending offers loans for various needs. We offer loans for Bajaj Auto Two
Wheelers under the name of Bajaj Auto Finance Ltd. We offer Consumer Durable Loans,
Personal Loans, Loan against Property, Small Business Loans, Construction Equipment Loans,
Loan against Securities and Insurance Services under the name of Bajaj Finserv Lending. Bajaj
Finserv Lending is one of the most diversified NBFCs in the market catering to more than 5
million customers across the country. Apart from being a well-recognized organization, they
pride us for holding the highest credit rating of FAAA/Stable for any NBFC in the country today.
The product offerings include Consumer Durable Loans, Personal Loans, Loan against Property,
Small Business Loans, Two-wheeler and Three – Wheeler Loans, Construction Equipment
Loans, Loans against Securities and Insurance Services.

Home Loan

Construction Consumer
Equipment Loan Durable Loan
Product

Portfolio

Three/Two
Wheeler Loan
Mortgage Loan

Personal and
Small Business
Loan

Figure No.2.3: Product Profile of the Organization

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  Products Covered:
0% interest Consumer Durables Finance is available on a wide range of products and in over 101
cities across India. Hereunder is an indicative list of products covered?
 LED/LCD/CTV
 Washing Machines
 Microwave Ovens
 Refrigerators,
 Cameras/Camcorders
 Dishwashers
 Generators
 Cooking Range products
 Dryers
 Laptops / Desktops (Select)
 Smart phones (Select)
 Air purifiers / Water Purifiers / R.O.
 Music Systems
 Inverters
 Air conditioners

2.2: Total Use of Sales Force Software:

"Sales force CRM is nothing short of a revolution for our sales fiancé business!”
Rise in transactions from 1500 per day during holiday season to a record 8500 in a single day,
processing one transaction every 4 sacs during peak hour with sales force CRM.
 Challenge
 Needed solution with unlimited scalability for end to end new loan underwriting and to
cross sell multiple products on existing customer database
 Specifically sought ‘best in the business’ to minimize time and resource investment in IT
and allow focus to remain on serving customers
 Wanted high degree of flexibility to accommodate dynamic changes in market place

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  Solution
 Salesforce.com implementation partner Wipro implemented Sales Force CRM for 300
users in April’09
 Deployed across Call Centre, Sales, Credit and Operations teams
 Implementation cycle, from concept to solution build, of just 3 months
 Integration with Dialer, Dedupe system, Credit Bureau, SMS, and more recently Google
Maps (to access customer locations from within salesforce.com)

2.3: Current Picture Of The Company:

Bajaj Finance reports AUM of RS.19229 crores and highest ever quatarly profit after tax of
RS,176 crores-A growth of 27% over corresponding quarter of previous year.
The Board of Director of Bajaj Finance Limited in their meeting held today took on record the
unaudited Financial Result of the company for 1st quarter ended 30 June 2013.

Table No.2.2: Performance Highlights:

Sr.No. Particular Financial Financial Performance

Year 2013 Year 2014 Increasesed
1 Total Income (Cr.) 703 932 33%
2 Profit After Tax (Cr.) 139 176 27%
3 Customer Acquired (No.) 7,52,231 9,69,447 29%
4 Deployments (Cr.) 6250 8250 32%
5 Loan losses and provisions (Cr.) 41 60 46%

 Launch of Digital Product Financing:

The company added digital product financing as an extension to its consumer electronics
financing business.
 Launch of Rural Lending:
The company launched its rural financing business in 7 branches and 30 spokes across
Maharashtra.The full product suite consisting of consumer electronics financing,gold loans and
refinancing loans have been launched in these markets.

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  Among the top 3 BFSI companies to work for in India:
The company has been ranked as the 3rd Best Financial Service Company to Work For in India
by ‘Great Place to Work Institute’-Amongst the most prestigious employer award in India.

2.4: Future Plan of the Organization:

 Application for Banking License:
Bajaj Finserv Limited, the holding company of Bajaj Finance Limited, has submitted its
application to Reserve Bank of India on June 26, 2013 for a license to commence banking
business in terms of section 22 of the Banking Companies Act, 1949.It is proposed to do this by
converting its subsidiary Bajaj Finance Ltd.into a Bank in terms of RBI Guidelines for Licensing
of New Bank in the Private Sector dated February 22, 2013.

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2.5: Other Relavant Information About The Organization:
SWOT Analysis Of The Organization:

Strengths:

Proper setup for Widespread distribution High performance

customer handling with network across categories
less work disruption

Good team back up Great financial support More schemes than

support network competitors

Figure No.2.4:Strengths of the Organization

Weakness :

Uneven schemes to One sales executive fails

customer Weakness to entertain the customer

More strict policy than

competitors

Figure No.2.5: Weakness of the Organization

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 Opportunities :

Untapped market The growing and improved

above other lending schemes in the market
companies

Opportunities

Proposing to launch more

Growing demand for 0%
other financial schemes
financial schemes especially
more product introduction
in emerging market

Figure No.2.6: Opportunitiesof the Organization

Threats :

The competitions Margins getting squeezed

catches-up any new Threats from both the directions
innovation in no time (price as well as cost)

Threat of other financial

lenders like future finance etc
offering the same benefits

Figure No.2.7: Threats of the Organization

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2.6: Awards:

 Top 3 Financial Services Company:

We're proud to be ranked amongst the Top 3 Financial Services Companies to work for in India.
The ranking was conferred on us by Great Places to Work (GPTW), the gold standard in ranking
the world’s best workplaces, at a special event hosted in Mumbai on 21 June, 2013. GPTW
conducts this survey every year amongst more than 500 companies across India. This year more
than 530 companies participated in the survey.

 CIO 100:
Recently, we also won the CIO 100 Innovation award for two of our innovations - EMI Card
and Flexi saver. CIO 100 is an annual award program that recognizes organizations that
exemplify the highest level of operational and strategic excellence in information technology
(IT). CIO magazine has a long and proud tradition of honoring leading companies for business
and technology leadership and innovations through its premiere award program – CIO100. Now
in its 25th year in the USA, it is an acknowledged mark of enterprise IT excellence. It’s a
celebration of 100 organizations (and the people within them) that are using information
technology in innovative ways to deliver business value, whether by creating competitive
advantage, optimizing business processes, enabling growth or improving relationships with
customers. Hosted in countries such as Canada, Sweden, Australia, Singapore, Vietnam,
Hungary and India, the CIO 100 Awards is a truly global recognition. It is an acknowledged
mark of excellence in enterprise IT.

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 Chapter 4

OBJECTIVE OF THE STUDY

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 OBJECTIVE OF STUDY

 To study the different financial schemes of Bajaj Finserv

 To study the loan procedure for durable product at Bajaj Finserv

 To study surrogate of the Bajaj Finserv

 To know awareness about Bajaj EMI Card

 To know awareness of extended warranty service

 To know the customer satisfaction towards Bajaj finance service

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 CHAPTER 5

RESEARCH METHODOLOGY

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 RESEARCH METHODOLOGY

INTRODUCTION
Research is the systematic process of collecting and analyzing information (data) in order to increase
our understanding of the phenomenon about which we are concerned or interested. It is an activity
that helps to improve the processes and products in every field of life like industry, business,
medicine, education, agriculture, economics etc. It is considered to be the more formal, systematic,
intensive process of carrying out scientific analysis and it involves a systematic investigation that
may result in a formal record of procedures and some kind of generalization.
Every project work is based on certain methodology, which is a way to systematically solve the
problem or attain its objectives. It is very important guideline and lead to completion of any project
work through observation, data collection and data analysis.
The project is mainly undertaken to find out financial assistance for consumer durable goods. The
intention of the study is to find out the work process of finance desk at big and small counters and
dealers prevailing with BFL.

Descriptive research

Descriptive research is undertaken to gain insights concerning factors affecting sales of the
organization. The questionnaire is framed in such a way that it covers almost all the aspect of the
sales. To understand the needs of customer so that it can improve its service and sales. Description of
the sales factors as compared to leading brand was prepared before the survey.
The design must focus attention on following:
1.Formulating the objective of the study.
2.Designing the methods of data collection.
3.Selecting the sample.
4.Collecting the data.
5.Processing and analyzing the data.
6.Reporting the findings.

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 DATA COLLECTION

Data sources:

Primary data: The Primary Data required for this project work was collected through
Questionnaires. This method consisted of preparing detailed questions covering the strategies of
finance penetration in the Company. Thereafter it was distributed amongst a total of 50 personnel of
the Company (respondents). The format of the Questionnaire is attached as Annexure I to this report.

Secondary data: The secondary data mainly consists of data and information collected from
websites. It was collected from internal as well as external sources

Research Instrument

Research Instrument is nothing but the method of data collection to be used for the research.
Structured Questionnaire has been used as a research instrument for both FOS as well as Dealers.

Sample Design

A sample design is a definite plan for obtaining a sample from a given population. It refers to the
technique or the procedure the researcher would adopt in selecting items for the sample. It is
determined before data are collected. The steps are:-

Sampling Universe:-
 Panvel City

Sampling Unit:-
 Customer financing consumer durable loan

Sample Size:-
 50

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 Sampling Method: - Non Probability Convenience Sampling.

Type of research Descriptive

Sample universe Panvel region
Sample frame Western areas in Panvel.
Sampling unit Customers financing consumer durables.
Sample size 50
Sample design Non probabilistic – Convenience sampling
Data collection method Primary data & secondary data
Data analysis method Tabulation, pie-chart.

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 PROCEDURE OF BAJAJ FINSERV LENDING :

At the ground level, there are certain steps need to be followed until the loan is actually granted.
These include:

 Making the customers aware regarding all the schemes.

 Calculating the Down Payments and the EMIs.
 Collecting the basic documents (KYC documents).
 Customer’s Login Activity.
 Telling the customers regarding the EMI Card(i.e. Existing Membership Cards) Benefits.
 Preparing DO.
 Filling up the forms.
 Sending the customers files to Bajaj Finserv Pune Branch.

1) Making Customers aware regarding all the schemes for the product they want to
buy.
There are several schemes available on single
product. Schemes are like 10/2+999, 10/666,
12/0.In the first case “2” indicates No. of
advance EMI to be paid as Down payment,
whereas 10 indicates the Gross Tenure and 999
is the amount in Rs. which is levied on certain
products like mobile, laptops as Processing
Fees.

In second case Rs. 666 is to be paid as Down Payment and rest of the amount as EMIs that needs
to be paid in 10 months.

In the third case, the scheme is 12/0, which means customer need not to pay any down payment
and can pay the whole amount in 12 EMIs. This scheme is only offered to reliable customers.

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 2) Calculating the Down Payment and EMIs.(Case Study of XYZ)
Taking the above cases into consideration, if the product is Samsung Mobile J7, at my store, this
mobile was the most frequently sold mobile. So For instance the cost of this is INR 15000, what
would be the DP and EMI in each following cases :

(i) 10/2+999
Down payment = 15000/10*2= Rs.
3000.
EMI= 15000/10= Rs. 1500 EMI for
each 8 remaining months.
Processing Fees= Rs. 999 (To be
paid with Down Payment).
(ii) 10/666
Down payment = Rs. 666
EMI= 15000-666=14334/10= Rs. 1433 EMI for 10 months.
(iii) 12/0
Down payment = 0
EMI= 15000/12= Rs. 1250 EMI for each 12 months.

3) Collecting the KYC Documents.

For getting the approval on loans, customers need to submit the basic following documents :

 Address Proof:-Electricity Bill, Index-II,

Telephone Bill.
 ID Proof: - Pan Card, Voting Card, Driving
License. and Passport.
 Income Proof: - Credit Card, Any Bank Loan.

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 4) Customer’s Login Activity.
With the help of :

a) Customers Basic Details

b) Product Details &
c) Product Scheme Details, the customer’s login is done to get the approval on the product that
customer wants to buy.
There are commonly used surrogates, according to which login activity is done, some of
them are :
(I) WOW
[2.1] – Credit Card
-Documents Required: KYC Docs. & Charge Slip.
-All schemes available on Consumer Goods and Digital Products.
[2.7] – Salaried Income Proof Program
- KYC Documents
- Salary statement, Company Statement
- All schemes available for Consumer Durable Goods.
- Only Normal Schemes and not Special Schemes like 12/0 for Digital Products.
- Loan granted according to the person’s earnings.
[2.2] Salaried ( Working In Companies)
- KYC Documents
- I-Card.
[2.5] Existing Customer
- KYC Documents
-All schemes for Consumer Durables and only normal for Digital Products.
[2.6] Other Loan- Cibil ( Self - Employed)
- KYC Documents
-Cibil Score should be more than 750.
- All schemes for CD and Digital goods.
[1.22] EMI Card
- Only Id Proof needed.

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 [1.2V] Virtual Card
-Login to DM site rest same.

[2.21] Debit Card

- KYC Documents
- Down payment minimum Rs. 1500 to be swiped.
- Debit Card with customer’s name
- Cheque of same account
- Scheme valid – 12/4
- Only for salaried customers.
WOW EXTENSION
[5.14] Banking
-KYC Documents
- Bank Statement of 6 months
- Schemes available – 12/4, 18/4, 10/2, 18/6
- No special schemes for these.

5) Telling the customers regarding the EMI Cards.

EMI Card is a membership card which costs a very nominal value of Rs.349only. This
membership card has certain benefits. With
the help of this, customers need not undergo
whole documentation process, they just need
to show this card and their Id Proof.
There are many special schemes that come
time to time which can only be availed by EMI Card Members.

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 6) Preparing DO, (DELIVERY ORDER)

After getting the approval on the loan, Delivery Order needs to be prepared, mentioning all the
product details.

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 7) Filling up the forms.

There are certain forms need to be filled after following the above processes, most specific ones
are the :

a) Consumer Finance Application Form

b) EMI Card Form
c) Long Term Sheet.
d) Prepare the DM(Disbursement Memo)
e) Attach all the KYC

Application Form

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EMI CARD FORM (Existing Membership Identification Card)

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Loan Term Sheet (LTS)

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DM (Disbursement Memo)

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 8) Finally sending the files to Bajaj Finserv Panvel Branch

After all the procedure the files need to be sent to Bajaj Finserv Office for final verification.

These are the steps, necessary to be followed for Bajaj Finserv Lending Procedure.

Customer can also access his loan details through Bajaj Finserv Portal

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 CHAPTER 6

DATA ANALYSIS & INTERPRETATION

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 DATA ANALYSIS AND INTERPRETATION

GENDER

S.NO PARTICULAR No. of %

respondents
GENDER
1 Male 30 60
2 female 20 40
total 50 100

40% Male
female
60%

Interpretation:

As you can see from the above data that the percentage of male customer for financing the
product is more than females.

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2. WHAT IS YOUR OCCUPATION?

S.NO PARTICULAR NO. OF %

RESPONDENT
WHAT IS YOUR OCCUPATION
1 SELF EMPLOYED 35 70
2 SALARIED 12 24
3 STUDENT 2 4
4 OTHER 1 2
TOTAL 50 100

2%

4%

24% self employed

salaried
student
other
70%

Interpretation:

As you can see from the above data that the percentage of Salaried person are more than from
student and self-employed.

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3.YOUR MONTHLY INCOME?

S.NO PARTICULAR NO. OF RESPONDENT %

YOUR MONTHLY INCOME
1 10000-20000 13 26
2 20000-30000 12 24
3 30000-40000 12 24
4 40000-50000 8 16
5 MORE THAN 50000 5 10
TOTAL 50 100

10%

26%
10000-20000
16%
20000-30000
30000-40000
40000-50000
MORE THAN 50000
24% 24%

Interpretation:

As you can see from the above data we can see that people who had there monthly income
between 10,000-20,000 take the benefit of financing there product as compare to other high
income earning people it shows that bajaj finserv scheme

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4. WHAT HAVE YOU PURCHASED?

S.NO PARTICULAR NO. OF %

RESPONDENT
WHAT HAVE YOU PURCHASED
1 CONSUMER ELECTRONICS 25 50
2 HOME APPLIANCE 11 22
3 DIGITAL 14 28
TOTAL 50 100

28%

CE(consumer electronics

50% HA(home applience)

DIGITAL

22%

Interpretation:

According to above data 50% of consumer coming to the store were buying consumer electronics
were financed as compare to digital & home appliance as an digital product there was processing
fee charged for finance so, people get more of consumer electronics financed

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5. ARE YOU AWARE OF THE BAJAJ EMI CARD?

S.NO PARTICULAR RESPONDENTS %

ARE YOU AWARE OF THE BAJAJ EMI CARD
1 YES 19 38
2 NO 31 62
TOTAL 50 100

38%

YES
NO

62%

Interpretation:

62% of people are not aware of Bajaj EMI card and 38% are aware.

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 6. ARE YOU AWARE OF THE EXTENDED WARRANTY SCHEME?

S.NO PARTICULAR RESPONDENTS %

ARE YOU AWARE OF THE EXTENDED WARRANTY SCHEME?

1 YES 20 40
2 NO 30 60
Total 50 100

40%
YES
NO
50%

Interpretation:

60% of the customers are not aware of the Extended Warranty Scheme and 40% are aware of it.

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7. WHAT DID YOU LIKE THE MOST IN OUR SERVICE?

S.NO PARTICULAR NO. OF %

RESPONDENT
WHAT DID YOU LIKE THE MOST IN OUR SERVICE
1 OUR CONVENIENT DOWN PAYMENT OPTION 5 10

2 -ATTRACTIVE SCHEMES 9 18

3 INTEREST FREE 35 70

4 QUICK AND EASY DOCUMENT PROCEDURE 1 2

TOTAL 50 100

2%

10%
OUR CONVENIENT DOWN
PAYMENT OPTION
18% ATTRACTIVE SCHEME

INTEREST FREE

QUICK AND EASY

70% DOCUMENT PROCEDURE

Interpretation:

According to above data 70% of customer were happy and liked the interest free service
provided by the bajaj finserv and 18% were satisfied with attractive schemes

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8- ARE YOU SATISFIED WITH OUR SERVICE?

S.NO PARTICULAR NO. OF %

RESPONDENT
ARE YOU SATISFIED WITH OUR SERVICE
1 YES 46 92
2 NO 4 8
TOTAL 50 100

8%

YES
NO

92%

Interpretation:

92% of people or customer were satisfied by the service of bajaj finserv . people or costumer
who are not satisfied with our service were very little in percentage

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9. HOW MUCH WOULD YOU LIKE TO RATE OUR SERVICE OUT OF 5?

S.NO PARTICULAR NO. OF %

RESPONDENT
HOW MUCH WOULD YOU LIKE TO RATE OUR SERVICE OUT OF 5?

1 1 1 2
2 2 5 10
3 3 11 22
4 4 14 28
5 5 19 38
TOTAL 50 100

2%

10%

1
38%
2
22%
3
4
5

28%

Interpretation:

38% of the customers rated 5 out of 5 to the services of bajaj finserv and 28% rated 4 out of 5,
22% of the customer rated 3 out of 5, 10% of the customer rated 5 out of 2 , 2% of the customer
rated 1out of 5

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 10. WOULD YOU LIKE TO KNOW ABOUT FUTURE OFFERS?

S.NO PARTICULAR NO. OF %

RESPONDE
NT

WOULD YOU LIKE TO KNOW ABOUT FUTURE OFFERS?

1 YES 47 94
2 NO 3 6
TOTAL 50 100

6%

YES
NO

94%

Interpretation:

As you can see from the above data that people who want to know about the future offers are
94% and the people who don’t want to know about future offer are very less in number.

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CHAPTER 6
FINDINGS

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 FINDINGS
 From survey it was found that male customers for financing the product are more than
females.

 It was found that Salaried people buy more compared to student and self-employed.

 It is seen that people who have their monthly income between 10,000-20,000 take the
benefit of financing their product as compare to other high income earning people.

 According to survey, most of the consumer coming to the store were buying consumer
electronics were financed as compare to digital & home appliance as an digital product
there was processing fee charged for finance so, people get more of consumer electronics
financed
 Most of the of people are not aware of Bajaj EMI card.

 Few consumer are aware of the Extended Warranty Scheme.

 According to survey it was found that more customer were happy and liked the interest
free service provided by the bajaj finserv and other were satisfied with attractive
schemes.

 Almost all customer were satisfied by the service of bajaj finserv.

 38% of the customers rated 5 out of 5 to the services of bajaj finserv and 29% rated 4 out
of 5, 21% of the customer rated 3 out of 5, 10% of the customer rated 5 out of 2 , 2% of
the customer rated 1out of 5

 From survey it was found that more people wanted to know about the future offers of
Bajaj finserv.

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CHAPTER 7

LIMITATIONs

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 LIMITATIONS

 There is shortage of time to conduct the study . Due to the shortage of the time smaller size
has been taken which may not be the true representative of the whole India.

 Due to conserve nature , it may be possible some respondents may not have given their
responses in the questionnaire in fully true manner

 Since the respondent may be busy with their hectic schedule so many people may be
reluctant to answer.

 Respondents were hesitating to give the financial information.

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 CHAPTER: 8

LEARNING THROUGH THE PROJECT

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 LEARNING FROM THE PROJECTS

 I have learned that how to present the schemes to the customer.

 I learned how to explain the schemes to the different departments of the company.

 I also learned how to tackle the customers by informing them if special scheme is
available like 0 down payment or minimum down payment ( e.g. Rs 1999)

 One of the learning’s also includes informing the benefits of the card to the customer and
also to existing customer of Bajaj.

 Informing about the recovery policy of the company (3 bucket system)

 Know about the per login cost

 Started login on the system and take approval and generate DO(delivery order)

 Know why the customer is rejected on the basis of CIBIL SCORE.

 Why the customer is sent on Field verification

 When the file is finally disbursed the payment is made to the dealer.

 Reason behind why loan given on digital product (laptop and mobile ) is very strict as

 Compare to consumer durable product.

 Promote the company by poster and banner in the store

 How to complete the file by filling the ECS form.

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 CHAPTER: 9

RECOMMENDATION

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 RECOMMENDATION

 There is no awareness about 0% finance scheme to customers. So, Therefore, BFL should
make its customers aware about the 0% finance schemes.

 Customers think that BFL will take some hidden charges from them, if they take durable loan
at 0% from Bajaj Finserv. So the BFL removes the wrong thinking of customer and to
explain in detail loan procedure.

 BFL initially have the system of swiping of EMI card but due to some difficulty they stopped
it, I think Bajaj should work upon this as this can save more time for customer as well as for
Sale Executive and he can serve more non-EMI card user and convert them into EMI card
holder.

 More Scheme plan should be incorporated for non- credit card user as they are more in
number and are more prospecting customer

 The quality of hiring support staff is not up to the mark as they fail to serve the customer in
absence of SE(Senior Executive)

 Customers don’t carry all the required document all the time and some of them don’t want to
come again. This happens mainly due to lack of proper information

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CHAPTER: 10

CONCLUSION

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 CONCLUSION

Bajaj finance provides personal loans, home loans, loans on two and three wheelers,
loans against securities and insurance services. Bajaj finserv focuses on the lending
procedure of consumer goods and digital products. The company provides loans on 0%
interest. On top of this, there are various schemes which have Zero-Down payment
facility, and it also provides EMI cards. It was found that more customer were happy and
liked the interest free service provided. The customers of bajaj finance are very satisfied
with the services. I learned that how to present the schemes to the customer.I have done
login on the system and take approval and generate DO(delivery order) for customer .
Therefore I feel that bajaj finance service is the strongest finance service provider for
consumer durable products

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CHAPTER: 11

BIBLIOGRAPHY

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 BIBLIOGRAPHY

www.onlinedm.bajajfinserv.in

www.eu3.salesforce.com

www.businessloan.com

www.bajajfinance.com

www.bajajfinservlending.in

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 ANNEXURE
QUESTIONNAIRE

Name of Customer :

Gender :
 Male
 Female

2. What Is Your Occupation?

1.Self Employed 2-Salaried
3-Student 4-Other

3.Your Monthly Income?

1-10000-20000 2-20000-30000
3-30000-40000 4-40000-50000
5-More Than 50000

4. What Have You Purchased?

1-CE(Consumer Electronics) 2-HA(Home Appliance)
3-Digital

5. Are You Aware Of The Bajaj Emi Card?

1. Yes 2. No

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6.Are You Aware Of The Extended Warranty Scheme?
1.Yes 2.No

7. What Did You Like The Most In Our Service?

1-Our Convenient Down Payment Option 2-Attractive Schemes
3-Interest Free 4-Quick And Easy Document Procedure

8- Are You Satisfied With Our Service?

1-Yes 2-No

9. How Much Would You Like To Rate Our Service Out Of 5?

1. Poor 2. Average
3. Good 4. Better
5. Excellent

10. Would You Like To Know About Future Offers?

1-Yes 2-No

Thank you

Customer Sign

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