Iifl reort bvimsr 26.09.13

INDIAN INFOLINE FINANCIAL LIMITED Page 1
BharatiVidyapeeth's
Institute of Management Studies & Research
A PROJECT REPORT ON
Market Scoping and analysis of Financial Investment
& Loan Products.
Summer Internship Report Submitted to the
University Of Mumbai
In partial fulfillment for the award of degree of
Master of Management Studies.
SUBMITTED BY
MR.UMESH.R.YADAV
ROLL NO: 118
PROJECT GUIDE:
Mrs.VEENACHAVAN
Batch: 2012-14
For the summer internship at
IIFL(India Infoline Finance Limited)

Declaration
I, UmeshYadav, Student of BharatiVidyapeeth‘s Institute of Management Studies
(MMS Finance), Navi Mumbai declare that the project on ―Market Scoping and
analysis of Financial Investment & Loan Products‖ is the result of my own
effort and it is based on data collected and guidance of Project Guide
Mrs.VEENACHAVAN.
I have prepared this project during my Summer Internship from 2nd
May 2013 and
the same was completed on 29th
June 2013. This report is correct to my knowledge
and so far has not been published anywhere else.
NAME: UMESH YADAV
CLASS: MMS B
BATCH: 2012-2014
ROLL NO.: 118
PLACE: MUMBAI
____________________
UMESH RANJEETSINGH YADAV
(SIGNATURE OF THE CANDIDATE)

Certificate of Approval
This is to certify that summer internship project entitled “Market Scoping and
analysis of Financial Investment& Loan Products” submitted byUMESH
YADAV, a student of BharatiVidyapeeth‘s Institute of Management Studies and
Research , as a part of the curriculum of Masters of management studies (MMS) has
been approved.
____________________ ___________________
Project Guide Director -BVIMSR

ACKNOWLEDGEMENT
This project bears imprint of all those who have directly or indirectly helped and extended their
kind support in completing this project.
At the time of making this report I express my sincere gratitude to all of them.I would like to
express my sincere gratitude to Mr. NijeshRaveendran (Area Manager) , Mr. Vithoba Desai
(Territory Manager ) and Mr. JomonVergese (Branch Manager) for giving me this opportunity to
undergo this lucrative project with India InfolineFinance Ltd at IIFL Gold Loan sec 9, Vashi,
NaviMumbai branch.
I am extremely thankful and obliged to Prof. VEENA CHAVAN (Internal Project Guide) for
providing streamed guidelines since inception, till the completion of the project.
I would also thank IIFL Gold Loan employees and customers, whom I met during the course of
this project, for their support and for providing valuable information, which helped me, complete
this project successfully.
At this moment I also thank almighty God for the blessings showed upon me, my parents for
their support and care and also my friends for their valuable suggestions.
This project report is a collective effort of all and I sincerely remember and acknowledge all of
them for their excellent help and assistance throughout the project.
UMESH YADAV

EXECUTIVE SUMMARY
The title of the Project done at India Infoline Finance Limited is ―Market Scoping-Gold
Loan‖ with special reference to IIFL Vashi sec 9 Branch.
There are many reasons why customer expectations are likely to change over time.
Process improvements, advent of new technology, changes in customer's priorities, improved
quality of service provided by competitors are just a few examples.
The main objective of the study is to find out the different services provided in gold loan
market by different organizations and to know the perception and awareness level of the people
regarding IIFL in the Gold Loan Market. Also this research project includes in finding out
policies and strategies of existing and upcoming competitors in this sector.
In today‘s competitive world there are many goods chasing few customers some are
trying it expands their size and share of existing market. As a result there are loser and winners.
Winners are those who carefully analyze needs identify opportunities and create aloe rich offers
for target customer.
The objective of the market research to determine the demand and supply and use of the
product and competitors study so as to get the total market scenario of the product for analyzing
market problem research is needed. A firm can obtained market research in a number of ways. It
can hire market research firm or it can ask student to design and carry out market research
project. These marketing problems and opportunities if entrust to the student of marketing.
Specially when they seek the same during the project gives opportunities to apply their
theoretical knowledge and managerial knowledge.
The type of research was qualitative research. Qualitative research is collecting,
analyzing and interpreting data by observing what people do and say. The sources of the data for
the study were primary and secondary data. The questionnaire was prepared and administered to
collect the relevant primary data. The data collection method was based on questionnaire.

Table of Contents
Chapter Topics Page No.
CHAPTER 1 2.1 Introduction Of The Topic 8
2.2 RBI's gold loan regulation for NBFCs 13
2.2 Objectives 14
CHAPTER 2 3.1 Company Profile 17
3.2 About Industry 18
3.3 Competitors 26
CHAPTER 3 4.1 About Firm 25
4.2 History 28
4.3 Organization structure 30
4.4 Finance 31
4.5 Marketing 33
4.6 Human Resource 36
CHAPTER 4 4.7 Research Methodology 42
CHAPTER 5 5 Operational learning 46
5.1 Data analysis& Interpretation 47
CHAPTER 6 6.1 Conclusions 58
6.2 Findings 59
6.3 Recommendations& Suggestions 60
6.4 Annexure 61
6.5 Bibliography 64

INTRODUCTION
INTRODUCTION OF THE PROJECT:-
As researcherdiscussed in earlier he have got the topic for two months summer internship
program was ―Market Scoping AndAnalysis OF Financial Investment & Loan Product‖
For knowing the scope and analysis of financial investment in the market researcher have
conducted a small research with help of ―Financial Awareness Survey Form‖. Marketing
research will help researcher to identify the need of the customer by gathering the information by
filling the survey form from individual customer. Market Research is systematic problem
analysis, model building and fact finding for the purpose of important decision making and
control in the marketing of goods and services. Marketing Research is a well-planned, systematic
process which implies that it needs planning at all the stages. It uses scientific method. It is an
objective process as it attempts to provide accurate authentic information. Marketing Research
plays a very significant role in identifying the needs of customers and meeting them in best
possible way. The main task of Marketing Research is systematic gathering and analysis of
information. Marketing Research is essential for strategic market planning and decision making.
It helps a firm in identifying what are the market opportunities and constraints, in developing and
implementing market strategies, and in evaluating the effectiveness of marketing plans.
Marketing Research is a growing and widely used business activity as the sellers need to know
more about their final consumers but are generally widely separated from those consumers.
Marketing Research is a necessary link between marketing decision makers and the markets in
which they operate.
For gathering the more and accurate information from the customer about financial
product and gold loan market,researcher are made the questioner and filled the same from the
individual customer.

IIFL have a presence in:
Equitiesare there core offering, gives leading market share in both retail and institutional
segments. Over a million retail customersrelyonthere research, as do leading FIIs and Mfs
that invest billions.
Private wealth Managementservices cater to over2500families who have trust them
with close to Rs 25,000 crores of assets foradvice.
Investment banking Servicesare for corporates looking toraise capital. There forte is
equity capital market, where they haveexecuted several marquee transactions.
Credit &financefocuses on secured mortgages and consumerloans. There high quality
loan book of over Rs 6,200 crores is backedby strong capital adequacy of approximately
20%.
Mutual fundmade an impressive beginning in FY12, with lowestcharge nifty ETF.
Other products include fixed maturity plans.
Life insurance, pension and other financial productson open architecture
complete our product suite to help customer builta balanced portfolio.
IIFLis a listed company with a consolidated group net worth ofaboutRs 1,800 crores. The
income and net profit during FY2010-11 were Rs 14.7 bn and Rs 2.1 bn respectively.
The group has a consistent and uninterrupted track record of profitsand dividends since
its listing in 2005. The company is listed in bothexchanges and trades in the derivatives
segment.

Gold loan or loan against gold is the easiest and quickest way for servicing your financial
needs. To avail a gold loan, all you need to do is pledge your gold ornaments with us and we
would provide you with a loan amount as per the market value of your gold. Unlike other loans,
gold loan does not require you to provide any income or salary proof. Moreover, it has
comparatively lower interest rates; requires lesser documentation, and hence is processed in
lesser time.
We at IIFL provide maximum loan against your gold at lowest interest rates. We have a strong
presence Pan-India and have serviced a large number of customers in a very short span. We offer
different types of schemes as per your requirement and convenience. Following are the main
features of our loans:-
The main features of IIFL Gold Loan:-
 Loan amount ranges from min Rs 5,000 to max Rs 10,00,000
 Tenor for loans ranges from 3 months to 12 months
 Loan can be paid back on a monthly or quarterly basis
 Interest / Loan Amount due can be paid at any of IIFL Gold Loan branches pan-
India
 Minimal amount of paperwork and documentation is required
 Loan gets processed in as low as 5 minutes
 Variety of schemes are available to chose from
GOLD LOAN SCHEMES
IIFL GOLD LOAN SCHEMES
Scheme Name Value (per gram) Interest (%p.a)
JALDIE LOAN Rs.1000/- 12%
FAST TRACK Rs.1800/- 20.4%
 IIFL Gold Loan

Advantages of Gold Loan:-
 Gold loan doesn‘t demand any certificate to show your salary or income and even no
credit card history is required. Thus even unemployed and non working people can go for
gold loan.
 Unlike any other unsecured loan, gold loan doesn‘t require many papers, only few
documents such as ID proof and address proof is enough to avail for such loan.
 One of the main advantages of gold loan is its low interest rates. Usually loan over gold is
provided at the interest of 12-16% per annum and this is quite low compared to personal
loans available at interest rates of 15-26% per annum.
 In rural areas Agricultural loan against gold is also available for agriculturist at very
nominal rate of Interest of 7%-8%, proof of agricultural document needs to be provided.
 Gold loan is the most simple and convenient forms of loan because here all you need to
do is pledge your gold with a bank or finance company and get upto 80% of the market
value of the gold as a loan.
 Borrower will be given an option to pay only interest during the entire term and at the
end of the tenure you can pay complete borrowed amount in single shot.
 In case of gold loan processing time is very less. Usually banks take just few hours to
complete the process where as in case of NBFC‘s (Non Banking Financial Companies) a
few minutes is enough for the same. So for immediate financial help this is the best
option.

Charges associated with Gold Loan:-
 Loan processing charge: While some of the service providers may waiver these charges,
some banks do charge a processing fee.
 Valuation Charge: These are the charges to be paid to the valuator. These charges are also
specific to the service provider and those having in-house valuators do not charge any
extra amount for valuation.
 Late payment penalty: Most of the service providers charge late payment penalty and this
too can vary from one institution to the other.
 Pre-payment penalty: Most of the service providers do not charge a penalty for
repayment before the loan tenure is over. But some may still have this charge in
place.
 It is advisable to check with the loan provider before taking the loan. These
charges could change the amount that you may finally receive.
AdviceOn Gold Loans:-
 Go for gold loan if you are confident of returning the money in time otherwise, you will
be penalized and all your pledged gold will come under the control of bank or finance
company from where you taken a Gold Loan.
 While opting for gold loan check the interest rates in various banks and private finances.
If you go for private lenders then better to go with one who has been in this business for
many years.

RBI's gold loan regulation for NBFCs
The Reserve Bank of India (RBI) on Monday tightened regulations governing non-banking
finance companies (NBFCs) lending against gold jewellery.
The new rules include strict documentation for high value loans against gold and prohibition on
misleading advertisements by NBFCs such as offering availability of gold loans in a matter of 2-
3 minutes.
The guidelines are broadly based on the January recommendations of an expert panel set up by
RBI, headed by K.U.B.Rao. The RBI, however, did not accept the recommendation of the panel
for higher loan-to-value (LTV) ratio on gold loans.
The LTV ratio, or the amount that can be lent against gold, has been maintained at 60%. This
means for gold worth Rs100 offered as collateral, lenders can give loans up to Rs60.
Further, NBFCs should also proportionally value while deciding the LTV on jewellery of lower
purity of gold, RBI said.
Also, NBFCs financing against the collateral of gold must insist on a copy of the PAN card of
the borrower for all transaction above Rs5 lakhs and all high value loans of Rs 1 lakh and above
must only be disbursed by cheque, RBI said.
The apex bank has clearly stipulated that NBFCs should not issue misleading advertisements like
claiming the availability of loans in a matter of 2-3 minutes.
RBI has also asked NBFCs to make the auction process of the gold more transparent by
disclosing the details of auction process in the annual report, including full details of the value
fetched in the auction.
The reserve price for the pledged ornaments should not be less than 85% of the previous 30 day
average closing price of 22 carat gold as declared by the Bombay Bullion Association Ltd, an
industry body, RBI said.

OBJECTIVES
OBJECTIVE OF THE STUDY:-
 The objective of the research is to study and analyze the awareness level of general
people in financial investment and gold loan concept.
 The main objective of this project is to understand what is gold loan, to study the gold
loan process at branch level, to study role of each employee in the procedure of gold loan
at branch level, to know various services provided by India Infoline to its customer.
 To study what kind of changes the organization has undergone in the recent past or have
initiated recently.
 To find out the competitors operating in the Gold Loan Market.
 To ﬁnd out the competitive position of India Infoline, and the ways and means to improve
on the service by India Infoline Finance Limited.
 To know the Gold Loan performance level in the present market.
 To study about consumer awareness& satisfaction, about operational Services &
procedures of India Infoline ltd.
 To understand the satisfaction level of clients with India Infoline regarding service
provided by staff.
SCOPE OF THE STUDY:-
 This report is based on the study conducted at the Vashibranch, NaviMumbai.
 It aims to understanding the companies‘ organization structure, departments,
marketing strategies and the advantages it is having over the competitors.
 It aims to understand the skills of the company in Different Areas.

COMPANY PROFILE
COMPANY FACTS - INDIA INFOLINE
Registered Address
IIFL House, Sun InfoTech Park,
Road No. 16, Plot No.B-23, MIDC,,Thane Industrial Estate, Wagle Estate,
Mumbai
Maharashtra
400604
Tel: 022-25806650
Fax: 022-25806654
Email:shareholders@indiainfoline.com
Website:http://www.indiainfoline.com
Group: Not Applicable
Registrars
Link Intime India Pvt. Ltd. C-13, Pannalal Silk Mill Compound,
LBS Marg,
Bhandup (West)
Tel: 022-25960320
Fax: 022-25960329
Email:rnt.helpdesk@linkintime.co.in
Website:http://www.linkintime.co.in

ABOUT INDUSTRY
FINANCIAL SERVICES
Financial services like banking, merchant banking, factoring, Insurance, Venture capital,
act as vital machinery of an economy. These financial services that facilitate ﬁnancial
transactions of individuals and institutional services resulting in their resources allocation
activities through time. The sector that deals with such financial services is known as financial
services sector.
The Three pillars of Financial System are:
 Banking
 Insurance and Mutual Funds
 Online Trading
FINANCIAL INSTITUTION
In financial economics, a financial institution is an institution that provides financial services
for its clients or members. Probably the most important financial service provided by financial
institutions is acting as financial intermediaries. Most financial institutions are regulated by the
government.
Broadly speaking, there are three major types of financial institutions:
 Depositary Institutions : Deposit-taking institutions that accept and manage deposits
and make loans, including banks, building societies, credit unions, trust companies, and
mortgage loan companies
 Contractual Institutions: Insurance companies and pension funds; and
 Investment Institutes: Investment Banks, underwriters, brokerage firms.


 Mortgage Loans, which includes Housing Loans and Loans against Property.
 Gold Loans, which includes finance against security of mainly used gold ornaments.
 Healthcare Finance, which includes finance for medical equipments and project funding
in the healthcare sector.
 Mortgage Loans
Loan against Property
IIFL brings to you Loan against property (LAP). You can now take a loan against your
residential or commercial property, to expand your business, plan a dream wedding, fund your
child‘s education and much more.
You can now depend on us to meet all your business requirement even to purchase a new shop or
office for your business.
Loan Features
 Loans to expand your business or to meet any personal need.
 Loans available against residential, commercial and industrial property.
 Maximum loan to value available.
 Repayment through monthly installment.
 High tenure loans for ease of repayment
 Attractive interest rates
 Specially designed products for self employed
 Hassle free process / Door step service.
 Minimum documentation
 Loan transfer- You can also transfer your existing loan against property or home loan
from another institution at attractive rate of interest for personal or business purpose.
Key Customer segments
Salaried class: Corporate salaries employees, Government employees & salaried consultants.
Self employed: Proprietorship, Partnership, Companies& Professionals.
 Asset Products:
 Products:

Eligibility Income criteria
 Non-Prime Home Loans -LAP
 Salaried
 Rs. 1 Lac per annum (after adjustment of tax)
 Self Employed
 Min Profit after Tax Rs 1 Lac p.a.
 Home Loan
A new home brings with it new hopes, joys and emotions. At IIFL, we have shared new hopes,
joys and emotions with our customers. Every customer has a specific and unique concern and our
home loan product is customized to provide you solutions for your unique concern. IIFL group
has set up India Infoline Housing Finance Ltd. (IIHFL) to offer highly customized facilities of
availing Home Loans.
We believe that in order to succeed, we need to offer not only competitive products, but also the
best possible service and value-added features and benefits. In a market where the basic product
is largely similar, the differentiator is our ability to understand the customer's need completely
and structure the value-adds appropriately.
Loan Features
 Home loan amount suited to your needs
 Home loan tenure upto 20 years
 Simplified documentation
Key Customer segments
Salaried class: Corporate salaried employees, Government employees & salaried consultants.
Self employed: Proprietorship, Partnership, Companies& Professionals.
Eligibility Income criteria
 Salaried
 Gross salary of Rs. 2.5 Lacs p.a.
 Self Employed
 Min. Profit after tax of Rs. 2 Lacsp.a.
 Mandatory Rule

 Gold Loans
IIFL Gold Loan
Gold loan or loan against gold is the easiest and quickest way for servicing your financial needs.
To avail a gold loan, all you need to do is pledge your gold ornaments with us and we would
provide you with a loan amount as per the market value of your gold. Unlike other loans, gold
loan does not require you to provide any income or salary proof. Moreover, it has comparatively
lower interest rates; requires lesser documentation, and hence is processed in lesser time.
We at IIFL provide maximum loan against your gold at lowest interest rates. We have a strong
presence Pan-India and have serviced a large number of customers in a very short span. We offer
different types of schemes as per your requirement and convenience. Following are the main
features of our loans:-
 Loan amount ranges from min Rs 5,000 to max Rs 10,00,000
 Tenor for loans ranges from 3 months to 12 months
 Loan can be paid back on a monthly or quarterly basis
 Interest / Loan Amount due can be paid at any of our Gold Loan branches pan-India
 Minimal amount of paperwork and documentation is required
 Loan gets processed in as low as 5 minutes
 Variety of schemes are available to chose from
 Your Gold is insured and secured safely with us in fire and burglary proof vaults.
 Healthcare Finance
Healthcare Finance is a business vertical dedicated at offering a customized financial solutions to
Doctor, Diagnostics Centre, Hospitals, Nursing home etc for their funding needs.
With 1.2 beds per 1000 population there is immense growth potential in this segment. Growing
incomes, literacy and awareness bode well for the Indian healthcare services market. Considering
that 80% of future Investment in Healthcare is expected to come from Pvt Sector, we at IIFL see
a lot of synergies between the Healthcare fraternity and IIFL for mutual growth opportunities.
IIFL is extremely delighted to share that we are present in Healthcare Finance Business.

Loan Features:
 Quick & Hassle free loan
 Loan amount ranging from Rs 3,00,000/- onward
 Tenor ranging from 12 to 84 Months
 Flexible Loan To Value
 Funding for Ancillary equipments
 Flexible EMI options
 No Additional Collateral
 Minimum Turn Around Time
Key Customer Segment:
 Medium & Large Private Hospitals, Nursing Homes, Medical & Dental Colleges
 Diagnostics Centres and Pathology Laboratories
 Eye Centres
 Small and Medium size Speciality Clients likes skin Clinics, Dental Clinics etc
 Medical Practitioners
 Public Private Partnership Venture's
Eligibility:
 Indian Citizen
 Minimum age of 24
 Minimum Qualification MBBS (Applicant / Guarantor)
 Minimum Experience of 3 Years
 Good Repayment history

ICICI Prudential Life Insurance:
IIFL mostly deals with the third party product in which Insurance is one of the important
product. IIFl deals with ICICI Pru Guaranteed Savings Insurance Plan which is a traditional
plan. Which covers following things:
 Guaranteed Maturity Benefit - Your GMB at policy inception would be Sum Assured,
which is sum of all payable premiums. That means depending on term you have chosen
for the Policy (after completion of 15 or 20 years) you will get your paid premiums back
without any deduction.
 Guaranteed Regular Additions -" This guaranteed addition, expressed as a percentage of
the SA, will be declared at the beginning of every policy year"
 Maturity Addition- A lumpsum amount expressed as a percentage of the SA. This Bonus
is estimated in broacher and not marked guaranteed.
Features and benefits of Guaranteed Savings Insurance Plan
 Limited pay: You have a choice of paying premiums for either 7 or 10 years, while
enjoying a long term savings benefit under the plan
 Guaranteed benefits: Receive guaranteed benefit at the end of the policy term in form of
Guaranteed Maturity Benefit (GMB):
• In the beginning, the GMB would be equal to sum of all premiums payable under the
plan
 Additional maturity benefit: Receive additional amount in form of Maturity Addition
(MA) at the end of the policy term
 Death Benefit: Receive a Guaranteed Death Benefit (GDB) equal to the sum of all
premiums paid till date compounded at the rate of 5 percent per annum
 Easy to purchase: Easy and hassle free application process with no medicals
 Tax benefits: Tax benefits on the premium paid and benefits received under the policy,
as per the prevailing Income Tax laws.
 Investment Products:

Retail – one of the leading brokerage houses in the nation with options to invest in Equity ,
commodity and currency.
Institutional – High Quality research and block placement capabilities.
Broking
Advisory – we are on the leading Indian players in wealth management and having assets
under Advisory.
Wealth Management
Insurance – Leading non – banking distributor of life insurance mutual funds and other
savings products .
Financial Product Distribution
Primary expertise is Equity capital Markets with a view to leverage institutional and retail
distribution capabilities.
Investment Banking
 IIFL Businesses

Successfully launched own Mutual fund with NIFTY ETF and IIFL FMP
AMC
Mortgage
LAS
Healthcare Financing
Gold Loans
Credit and Finance

COMPETITORS:
Muthoot Finance Gold Loan
Muthoot is a Kerala originated association set up by MuthootNinanMathai in 1887 at
Kozhencherry in Travancore district which was later being adopted by M George Muthoot. Loan
is received within a time period of 5 min. It ranges from Rs 1500 to 1 crore. 0%processing
fees.Interest rate of 1%per month.
Mannapuram Finance Gold Loan
Mannapuram Finance also facilitates gold loan within 5 minutes. It help to draw instant Cash by
subscribing gold ornaments and Jewellery. It provides loan at higher points, based on purity, net
weight of gold. The candidate must have one recent ID—Voter ID/ Ration Card/ Driving
License/ Passport. No time-consuming formalities involved.
Union Gold Loan
Union gold loan provides credit facility to needy farmers. The lending rate is Rs 1800 per gram
gold ornaments. Based priority sector like agricultural purposes.Under non priority sector for
basic necessities for unforseen expenses. Loan amount consumption purposes is upto Rs.2000/-.
The Non-Priority Sector loan amount is max.Rs.5 lacs.
HDFC Gold loan
HDFC gold loan term loan provides instant loans . Regular interest on loan is being granted.
Identity Proof like Passport Copy/ Voters ID card/ Driving License along with proof like Ration
card/ Telephone Bill/ Electricity Bill/ Rental Agreement/ Passport copy/Trade license /Shop
&Est License / Sales Tax certificate, 2 pass port size photographs.
SBI Gold loan
SBI gold loan is loan which satisfies as a biggest advantage to overcome crisis and is a personal
loan phenomena. It has low interest rate. The loan amount of Rs 10 lakh is attained by the
customer. It also provides gold loan for farmers for agricultural necessities. The main documents
required for applying gold loans are
 Letter of witness in case of illiterate borrowers.
 Two passport size photographs of the borrower.
 DP Note delivery.
 All the gold ornaments that are to be kept as mortgage for the loan.
 Gold Loan application.

ABOUT FIRM
India Infoline originally incorporated on October 18, 1995 as ―Probity Research And
Service Private Limited‖ at Mumbai under the companies act, 1956 with registration number –
1193797. And become a public limited company on April 28, 2000.
The name of the company was changed to India infoline.com limited on May 23, 2000
and later to India Infoline Limited on March 23, 2001. It is the first company in India to foray
into the online distribution of Mutual Funds.
It is a one-stop financial service shop, most respected for quality of its advice,
personalized service and cutting-edge technology. The No-1 corporate agent for ICICI Prudential
Life Insurance Company. Research acknowledge by Forbes as ―Must Read for Investor in South
Asia‖
The India Infoline was listed on Bombay and National Stock exchange with a net worth
of INR 200/- crore and a market cap of over INR 1970/- crore. The company has a network of
976 business locations (branches and sub-broker) spred across 365 cities and towns. It has more
than 800,000 customers. It is registered with NSDL as well as CDSL as a depository participant.
Providing a one-step solution for client trading in the equities market.
The Company is engaged in the activity of mortgage financing, loan against securities,
gold loans, margin funding and other consumer financing products.
India Infoline Finance Ltd. is professionally managed and shares the professional values and
ethos of its parent company, IIFL and has acquired and maintained a reputation for reliability,
transparency of operations and absolute integrity. A steady growth rate validates the trust that
industry has reposed in the Company.
IIFL offers advice and execution platform for the entire range of financial services
covering products ranging from Equities and derivatives, Commodities, Wealth management,

Asset management, Insurance, Fixed deposits, Loans, Investment Banking, Gold bonds and other
small savings instruments.
IIFL has received membership of the Colombo Stock Exchange becoming the first
foreign broker to enter Sri Lanka. IIFL owns and manages the website, www.indiainfoline.com,
which is one of India‘s leading online destinations for personal finance, stock markets, economy
and business. IIFL has been awarded the ‗Best Broker, India‘ by Finance Asia and the ‗Most
improved brokerage, India‘ in the Asia Money polls.
Our research is available not just over the Internet but also on international wire services like
Bloomberg, Thomson First Call and Internet Securities besides others where it is amongst one of
the most read Indian brokers.
IIFL is a listed company with a consolidated group net worth of about Rs 1,800 crores. The
income and net profit during FY2010-11 were Rs. 14.7 bn and Rs. 2.1 bn respectively.
IIFL‘s Crisil and ICRA Rating for short term is top rated as CRISIL A1+ and ICRA (A1+)
respectively. For long term, IIFL has been rated ICRA(AA-) by ICRA and CRISIL AA-/Stable
by CRISIL indicating high degree of safety for timely servicing of financial obligations.
IIFL is near you physically: we are present in every nook and cranny of the country, with over
4,000 business locations across 900 cities in India. You can reach us in a variety of ways, online,
over the phone and through our branches. All our offices are connected with the corporate office
in Mumbai with cutting edge networking technology. The group caters to a customer base of
about a million customers.
The physical presence in key global markets includes subsidiaries in Colombo, Dubai, New
York, Mauritius, London, Singapore and Hong Kong.
IIFL has managed and run by the well qualified and one of the successful people‘s of an
investment team. The brains behind all the investment strategies and decision regarding wealth
management services are,

Team with impeccable academic and professionals credentials.
Open door, transparent and performance oriented culture.
Increasing level of employee ownership.
Verticals Corporate Function
Chairman & managing
director
Nirmaljain Executive Director R. Venkatraman
Institutional Equities H. Nemkumar Finance KapilKrishan
Investment Banking AjitMenon Compliance R Mohan
Consumer Finance ApulNayyar Operations Narendra Jain
Retail Banking NandipVadiya Audit & Risk UpendraJaiswal
Wealth Management Karan Bhagat Human Resources Capt. Rahul Sharama
International Operations Bharat Parajia Technology SankorsonBanjree
Offshore Asset
management
DeepeshPandey ------------------ ---------------------
Insurance Distribution Sateesh Kumar ----------------- ---------------------
 MANAGEMENT TEAM

2011
Launched IIFL Mutual Fund.
2010
Received in-principle approval for membership of the Singapore Stock Exchange
Received membership of the Colombo Stock Exchange
2009
Acquired registration for Housing Finance
SEBI in-principle approval for Mutual Fund
Obtained Venture Capital license
2008
Launched IIFL Wealth
Transitioned to insurance broking model
2007
Commenced institutional equities business under IIFL
Formed Singapore subsidiary, IIFL (Asia) Pte Ltd
2006
Acquired membership of DGCX
Commenced the lending business
2005
Maiden IPO and listed on NSE, BSE
2004
Acquired commodities broking license
Launched Portfolio Management Service
 HISTORY & MILESTONE OF COMPANY:-

2003
Launched proprietary trading platform Trader Terminal for retail customers
2000
Launched online trading through www.5paisa.com Started distribution of life insurance and
mutual fund
1999
Launched www.indiainfoline.com
1997
Launched research products of leading Indian companies, key sectors and the economy Client
included leading FIIs, banks and companies.
1995
Commenced operations as an Equity Research firm.

INDIAINFOLINNE.
LTD
INDIA INFOLINE
INVESTMENT
SERVICE
MONEY CREDIT
INDIA INFOLINE
HOUSING SERVICE
INDIA INFOLINE
MARKETING SERVICE
INDIA INFOLINE
INSURANCE
SERVICES & BROKERS
 CORPORATE STRUCTURE

CREDIT AND FINANCE
Overview
IIFL offers credit and finance facilities through its subsidiaries, India Infoline Finance Limited (a
98.82% subsidiary of IIL) and India Infoline Housing Finance Limited. Your Company offers a
wide range of secured loan products that include home loans, loan against property (for
individuals and corporate), loans against capital market instruments, healthcare equipment
financing and loans against gold. The Company‘s loan book grew from ` 32.9 billion in 2010-11
to `67.5 billion in 2011-12. The diversified product portfolio, robust credit and risk management
processes
coupled with efficient collection mechanism has resulted in overall NPAs of less than 1%.
Major highlights, 2011-12
In FY12, home loans and loans against property contributed to 44.8%of the total loan book.
Loans against capital market products reduced significantly from 35.2% in 2010-11 to
11.8% due to high volatility and a downturn in the stock markets. Gold loan book size saw a
considerable increase and now comprises 41% of our total loan book. IIFL successfully
completed Initial Public Offering of Secured Redeemable on-Convertible Debentures (―NCDs‖)
aggregating to ` 7,500 million. The
issue received an overwhelming response. These NCDs are listed and traded on NSE and BSE.
Money line Credit Limited, a step-down NBFC subsidiary, was merged with India Infoline
Finance Limited. This has enabled consolidation of all lending and investments businesses
(except housing loans) to ensure better operations and control.
Industry overview
India is witnessing increasing urbanization, which will fuel demand for homes and commercial
space. There is a huge demand supply mismatch for dwelling units which means demand for
loans will remain robust in the long to medium term, irrespective of high interest rates. The
 FINANCE

organized gold loan market is pegged at US$ 8 billion and has grown at 40% CAGR since 2002.
Despite this, a mere 1.5-2% of India‘s gold stock of
18-20,000 tonnesreaches the organized sector. According to the World Gold Council, demand
for gold in India is expected to grow 30% in real terms, which opens up a huge opportunity for
the sector (Source: Times of India)
FINANCIAL PRODUCT DISTRIBUTION
Overview
IIFL is a pan-India distributor of financial products including life insurance, mutual funds, bonds
and debentures, among others. Your Company today distributes a wide product basket to suit
every investment need for diverse age groups, preferences and backgrounds. Of these products,
the dominant product category is life insurance and the business is conducted through India
Infoline Insurance Brokers Ltd. It maintains a prudent balance between endowment, ULIPs and
retirement products to suit the risk appetite of investors. IIFL has adopted an ‗open architecture‘
model to distribute products of major insurance companies including Reliance Life Insurance,
ICICI Prudential Life,HDFC Life, Birla Sun life, Life Insurance Corporation, Max New York
Life Insurance and others.
Major highlights, 2011-12
Insurance premium (API) grew 20%to reach ` 3.3 billionInitiated an online customer investment
portal to enable fasterturnaround time and quality service Received consent for registration as an
Aggregator under National PensionSystem from PFRDA
Industry overview
The insurance as well as mutual fund industry is facing sect oral head winds because of
regulatory changes. The Indian insurance sector witnessed a de growth of 13% in 2011-12. LIC,
with amarket share of 71%, witnessed a 6%decline in new business premium inFY12 whereas
the private sector witnessed a decline of 17%. The Mutual Fund industry faced a down trend and
saw its asset management base shrink marginally in fiscal year 2011-12. The industry lost over
0.7 million folios during the sixmonths ended March 2012 to end with46.4 million folios. The
retail category was the biggest loser in terms of folios, especially in equity.

 Market Positioning:
 Market positioning statements of India Infoline are ―At India Infoline we give you single
window service‖ and ―We also ensure your comfort‖. So, India Infolinefocus on the
consumers who prefer almost all investment activities at same place by providing number
of various financial services. Infoline also provides other investment option to the same
person at same place like Mutual Fund, Insurance, Fixed Deposit, and Bonds etc. and
help the person in designing his portfolio. By this way India Infoline provides comfort to
its customers.
 India Infoline uses demographic segmentation strategy and segment people based on their
occupation. Employees work as intermediary between consumer and company.
 The executives of India Infoline explain various new schemes of investment to its
customers with its objective, risk factors and expected return.
Selling Skill :-
 The sales management process is the basis of effective selling. Sales management
means every step of the sales process is executed efficiently leading to a sales.
 Sales in financial services
 In financial industry, customers will rarely come forward to purchase services for
them .most product are generally intangible in nature .
 For example opening a Demat/trading account is very different from buying a
mobile phone .the customer is relatively well educated about what he seeks in case
of consumer goods . in case of financial product the customer has to be advised on
the benefits as well as the need for a financial product
 MARKETING

 Thus sales in the financial services industry is highly dependent on how you
manage your relationship with the customer.
Thus we can describe the sales management process as a three step process.
Acquisition:-
The process of prospecting and acquiring new customers using a structured sales process.
Retention:
The process of providing excellent services and support to existing customers and thus
reduce attrition
Sales
Management
Acquisition
Retention
Extention

Prospecting:-
Prospecting is all about finding potential new customers.
Prospecting is the continuous activity of observing, identifying and qualifying
Prospective customers who may be approached to sell products or services.
Personal contacts and observation:
These are the people whom you know and can be contacted easily like friends ,
family, relatives, colleagues, neighbours,customers,service providers.
Cold calling:
Call up people based on the database of target market segments, like traders,
businessmen, professionals,etc.
Pamphlets distribution:
We can attract a large number of people by offering our services through
distributing pamphlets.
Personal
contacts and
observation
Customer
referrals
Cold calling
Pamphlets
distributions

THE HR ESSENTIALS
Punctuality – Attendance Rules
 All employees should come to work on time and complete their work as per shift
schedule.
Disciplinary Action
 Employees are expected to behave under the set code of conduct.
 Employees are required to maintain confidentiality of information like client details,
product information, incentives, all computer files etc.
 Sexual harassment is a serious offence and will lead to termination
 Employees is requested to report sexual harassment matter immediately to the top
management and head - hr through mail
 Any matter that seems suspicious to the employees must be reported directly to the HOD
under the whistle blower policy.
 Other HR procedures
Updating bank details for salary
 Employees can either provide their existing bank a/c details or open new bank a/c with
any of the three banks i.e.
 AXIS BANK HDFC BANK IDBI BANK ICICI BANK
 Bank a/c no. should be updated on IWIN for monthly disbursement of salary directly in
the bank account.
 Salary information:
 Employees can view his/her salary information on the employees payroll portal :
 Employees can view all the salary details like monthly pay – slip , CTC structure , etc.
 Employees can also access all income tax details like sheet and update investment
declaration details.
 Human Resource

Leave rules
 Every permanent employee at IIFL is entitled for:
 Annual leave of 21 working days in a calendar year
 Sick leave of 3 days
 Leaves taken during probationary period will be considered as leave without pay
(LWP)
 From 21 annual leaves, only 10 leaves can be carried forward to next year
 Compensatory leave would be given to employee who work on public
holidays/weekly off days only if
 He/she has worked for more than six hours on the day
 Work is approved by the immediate reporting authority (IRA) /(HOD) of employee.
Attendance Rules
 Any 3 late marks /early leaving in one month payroll cycle will be taken as 1 day leave.
 If employee is late by more than two hours from shift start time OR if he /she leaves
earlier than 2.5 hours from shift end time. Then in both cases it would be marked as half
– day working.
Workplace Guidance
Dress code:
Employee is expected to be formally dressed on weekdays, from Monday to Friday. Employees
can go through the complete attire policies on IWIN.
Employee referral program:
At IIFL we have a structured and defined employee‘s referral policy which is updated on IWIN.

Customer
approaches the
branch
Interaction with
CCE
CCE Collecting
Gold
Cash handling to
customer
In 5L and above,
conversation with BM
Appraisal of gold
 Branch process

CCE
• Explains the various scheme.
• If customer is convinced to pledge , collects KYC documents and gold.
• Verification of KYC documents done and passed on to BM for further
verification.
• BM-ID and Address Proof verification.
Valuer 1
• Confirms the count and gross weight.
• Check gold for its purity.
• Brief the customer about thier requirement and other features.
Valuer 2
• Confirms the purity by testing.
• Passes the appraisal sheet to BM.
BM
• Confirms the purity, loan amount and passes the same to CCE.
• CCE - At the same time , CCE and valuers does system entry . Signature
of customer, valuers and BM done in the loan docs.paper passed on to
Cashier .
Cashier
• Disbursement of cash along with denomination noting in cash register.
 GOLD LOAN FLOW CHART

 Operational learning:
Role of staff engaged in a normal branch process:
Security Guard
Customer care executive
Valuer 1 and 2
Branch Manager
Job of Security Guard:
First and foremost things are that security guard needs to be dressed properly.
Greet the customer
Ask customer the reason for visiting branch
Ask customer to enter details in visitor register
Lead the customer to branch
Role of customer care executive:
Handling inquiries from customers regarding loans against gold.
Helping customer to solve his / her all query.
Explaining terms and conditions of the product to the customer.
Counting jewel items in front of customer and taking his/her all query.
Ensuring all the KYC documents are verified with original.
Ensuring all the details are filled up in customer detail form.
Role of valuer 1 and valuer 2:
Checking the jewellery with accuracy.
Testing gold with two methods which includes , skin test and salt test.
Finding out the purity and making appraisal sheet.
Working out on loan amount with mutual conversation.
Every gold jewellery item must be counted and matched with the appraisal sheet before
inserting it in gold packet.
Each and every details mention on packet must be filled in with accuracy.
It is important to keep gold packet in serial order in vault .

Steps to be followed while appraising gold
Sort gold items according to solid , chains and others.
Confirm the purity with the help of touch stone and acid test.
Note down result in following format:
Pass out gold to valuer 2 for re- valuation
Suggest lower loan amount to BM.
Steps to be followed while sealing of gold
Fill in the details on the packet
Insert the gold and appraisal sheet in the packet
Fix the sticker
Sign on the sticker (BM and valuer 1)
Affix the seal on sticker
Keep the gold packet in vault in serial order mentioning the GL number (to and from)
Role of cashier:
To make sure that cash is taken from vault strictly as per cash denomination entered in
the system.
Ensuring that cash is counted twice before giving it to customer.
To make sure that cash transaction is done in front of cctv camera.
Steps to followed at the time of cash handling:
Joint custodians open the vault room.
Take cash as per cash denomination entered in system
Pass out the same to cashier to re-count.
Handover the cash to customer in front of cctv camera.
Name of item Gross weight Net weight
Per Gram
Rate
Amt (Net
wt.*Per gm
rate)

Case 1: customer doesn’t have valid documents (KYC norms)
Do not violate KYC norms.
A valid address proof must be taken.
In this case rent agreement is must as a address proof.
One should not process the loan if customer doesn‘t have the proof of current residential
flat.
Case 2: customer doesn’t have address proof (KYC norms)
Do not violate KYC norms.
In this case address proof is to be taken
One should not process the loan if customer doesn‘t give you the address proof at the
same moment.
Do not deny of giving loan but you can always say your customer to come up with all the
documents so, you will process the loan in 5 min.
Case 3: Fraud customer
Inform your customer incase of broken jewelry.
Customers behavior must be noticed
In case of doubt , ask the customer about the reason for taking loan
Telephonic verification must be done at the same time
Alert other branches about the customer to avoid any further mishap
Case 4: Branch visit by senior
Do not allow any senior to check branch inventory without checking his/her ID card
Part release:
In part release customer has the facility to remove his / her some of the jewellery
Customer can also change the scheme with remaining jewellery
When customer comes for interest payment make sure that it doesn‘t take much time

Final release :
At the time of final release kindly check the borrower copy
Open the gold packet in front of customer
Collect cash before handling gold to customer
Every transaction of cash must be done in front of cctv camera
Role of branch manager:
Branch manager has to explain customer about RTGS process
Convince customer to opt for RTGS/NEFT mode of cash transfer
Explain customer about the advantages of RTGS/NEFT process
Make sure that address verification is done by BM before disbursal of loan
Interest amount = principal amt * annual ROI / 365*number of
days

RESEARCH METHODOLOGY
RESEARCH DESIGN OF THE STUDY
The study is based on survey technique. The study consists of analysis and Market Scoping of
Financial product of IIFL. For the purpose of the study customers100 are picked up and their
views solicited on different parameters. The methodology adopted includes
 Questionnaire
 Random sample survey of customers
 Discussions with the concerned
Personal interviews and informal discussions were held with customers to ascertain the
awareness level. Further applying simple statistical techniques has processed the data collected.
SOURCES OF DATA:
 Primary data: Questionnaire
 Secondary data: are published materials such as periodicals, journals, news papers, and
website.
SAMPLING PLAN:
Sampling since segment wise investors in IIFL are not available for the overall customers was
considered for the study. 100% coverage was difficult within the limited period of time. Hence
sampling survey method was adopted for the purpose of the study.
 Population: (universe) customers of IIFL
 Sampling size: A sample of hundred was chosen for the purpose of the study.
 Sampling Methods: Probability sampling requires complete knowledge about all sampling
units in the universe. Since due to time constraint non-probability sampling was chosen for
the study.
 Sampling procedure:From large number of customers of IIFL. Were randomly picked up.
 Field Study: directly approached respondents.

DATA COLLECTION INSTRUMENT
COLLECTION OF DATA THROUGH QUESTIONNAIRES:
The data collected for the study purpose is through questionnaires. customers of IIFL have
been selected randomly for the study purpose and then the information revealed from
the customers is analyzed and interpreted in the study.
ORGANISATION OF FIELD WORK
Initial field work has done for pre testing tools for data collection. The data is collected
through the direct interaction with the customers through questionnaires answered by
them. Customers of IIFL were randomly chosen for the purpose of the study in Vashi.
LIMITATION OF THE STUDY:-
 Time limit is a major constraint.
 This research reflects on individual customer in Vashionly. So findings and
suggestion given on the basis of this research cannot be extrapolated to the entire
population.
 Sample size of the questioner is 100 which is very small that is not enough to
study the awareness of consumer of that particular above area.
 Respondent are not sincere and care full to fill up the questioner so we cannot find
right solution.
 As per the company rules many information was not disclosed.
 As the managers are busy in their duty schedules it is not possible for us to spend
more time in interaction and discussion with them.

OPERATIONAL LEARNING
Q.1) Occupation of respondents?
a) Household 06
b)Business man 35
c) Government Employee 14
d) Private Employee 45
Here, we can see that maximum number of clients i.e., 45 clients are private employee 35 clients
are business man14 clients are government employee and 06 clients are house hold which
responded.
0
5
10
15
20
25
30
35
40
45
50
Household Business man Government Private Employee
CHART
CHART
 Data analysis

Q.2) How many times in year you have emergency requirement of money?
a) 0 05%
b) 1 15%
c) 2 35%
d) 3 25%
e) 4 12%
f) 5 5%
g) 6 3%
Here, we can see that maximum number of clients i.e.,35%Respondents have two time
emergency requirement of money , 25%Respondents have 3 times requirement of money and
5%Respondents don‘t have the requirement of money.
0%
5%
10%
15%
20%
25%
30%
35%
40%
a)0 b)1 c)2 d)3 e)4 f)5 g)6
CHART
CHART

Q.3) Are you aware about concept of gold loan?
a) Yes 66%
b)No 34%
Here, we can see that maximum number of clients i.e., 66% clients are aware about the concept
of gold loan while in the other hand only 34% clients are not aware about the concept of gold
loan.
0
10
20
30
40
50
60
70
Yes No
CHART
CHART

Q.4) Have you ever used gold loan service?
a) Yes 20%
b) No 72%
Here, researcher can see that maximum number of clients i.e., 72% clients never used gold loan
services, while in the other hand only 28% of Respondents used the gold loan services.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Yes No
CHART
CHART

Q.5) How did you get the information about IIFL Gold loan?
a) Family relatives 54%
b) Friends and colleagues 23%
c) Internet 17%
d) Advertisement 6%
Here, we can see that maximum number of clients i.e., 54% clients got the information from
family relatives , 23% clients got the information from friends and colleagues , 17% clients got
the information from internet and 6% clients got the information from advertisement .
0%
10%
20%
30%
40%
50%
60%
Family Realtives Friends &
Colleagues
Internet Advertisement
CHART
CHART

Q.6).Your opinion about interest charged by the IIFL?
a)Very High 14%
b) High 10%
c) Reasonable 64%
d)Low 12%
Here, we can see that maximum number of clients i.e., 64% clients said that interest charged by
IIFL is reasonable, 12% clients said its low,14 clients said its very high , and 10 clients said its
high .
0%
10%
20%
30%
40%
50%
60%
70%
Very High High Reasonable Low
CHART
CHART

Q.7) Reason for taking Loan from IIFL?
a)Faster Processing 58%
b)Low Interest Rates 22%
c)Brand image of the Company 12%
d) Margin Amount 6%
e)Others 2%
Here, we can see that maximum number of clients i.e., 58 clients responded that faster
processing is reason behind taking loan from IIFL, 22clients responded its due to low interest
rates, 12 clients responded its due to Brand image of the company, 6 client responded its due to
margin amount while in the other hand only 2 client responded for other option.
0
10
20
30
40
50
60
70
Faster
Processing
Low Interest
Rates
Brand Image of
the Company
Margin Amount
CHART
CHART

Q.8) What according to you is the safest instrument of Investment & Saving?
a)Banks Saving A/C 31%
b)Insurance 7%
c)Real Estate 18%
d)Stocks & Shares 9%
e)Fixed Deposit 19%
f)Post Office 16%
Here, we can see that maximum number of client‘s i.e.,31 clients responded banks saving a/c is
safest instrument of investment and saving, 18 clients responded real estate is safest, 19 clients
responded for fixed deposit, 16 clients for post office, 7 clients responded for insurance while in
the other hand only 9 clients responded for stocks and share
0%
5%
10%
15%
20%
25%
30%
35%
Banks
Savings A/C
Insurance Real Estate Stocks &
Shares
Fixed
Deposit
Post Office
Series 1
Series 1

Q.9) Do you have your owned house or rented ?
a)owned 73%
b)rented 27%
Here, we can see that maximum number of clients i.e., 73% clients have owned house , while in
the other hand only 27% clients have rented house.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Owned Rented
Series 1
Series 1

Q.10) Have you taken housing loan ?
a)Yes 24%
b)No 76%
Here, we can see that maximum number of clients i.e., 24% clients taken housing
loan, while in theother hand only 76% clients not taken housing loan.
0
10
20
30
40
50
60
70
80
Yes No
Series 1
Series 1

Q.11) Have you made any provision for your retirement?
a)Yes 29%
b)No 71%
Here, we can see that maximum number of clients i.e., 29% clients made the provision for their
retirement, while in the other hand only 71% clients not made any provision for retirement.
0%
10%
20%
30%
40%
50%
60%
Yes No
Series 1
Series 1

Q.12) Looking at the recent downfall in Gold prices last month did you feel the urge to buy gold
at such low prices?
A. Yes 78%
B. No. 22%
Here, we can see that maximum number of clients i.e., 78% clients feel the urge to buy gold ,
while in the other hand only 22% clients don‘t feel the urge to buy gold.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Yes No
Series 1
Series 1

CONCLUSIONS
On the basis of the study it is found that IndiaInfoline Ltd is better services provider than
the other NBFC‘s because of their good service and personalized advice on gold loan and
financial investment product.
IIFL provides the faster services as well as relationship manager facility for
encouragement and protects the interest of the investors. It also provides the information through
the internet and mobile alerts.
Study also concludes that people are not much aware of IIFL gold loan services.
The company should also organize seminars and similar activities to enhance the
knowledge of prospective and existing customers, so that they feel more comfortable while
investing in the financial products.
The company should focus on the advertising strategy and also the marketing of the
product.

FINDINGS
According to the survey most of the customers of ―InfolineLtd‖says that rate of interest
charged by IIFL is satisfactory.
Coming to faith 59% say India Infoline Ltd is better than others NBFC‘s due to
customers satisfaction. Lack of promotional activities undertaken by India Infoline Ltd. in Vashi.
IIFL gold loan is less preferred by the general people might because of less awareness
about IIFL goal loan services.
People want to invest their money in the bank saving accounts rather than insurance, fixed
deposit, stocks and shares.
Most of respondents have their annual income between 2lac to 4lacand from them most of the
people prefer LIC for insurance.
Many people know the concepts of gold loan in spite of that they don‘t take
Gold loan.

RECOMMENDATIONS& SUGGESTIONS
Most of the people are not much aware of IIFL gold loan services and its benefit. So
INDIA INFOLINE FINANCIAL LIMITED can take general awareness of GOLD LOAN
SERVICES plan to the customers. INDIA INFOLINE should maintain the customer
satisfactions.
There is lack of new customer addition in the branches of Indian Infoline Financial
Limited, only existing customer comes to respective branches for gold loan so it is important to
increase the awareness about the financial products of Indian Infoline Financial Limited in
respective area. Some promotional activities are required for the awareness of the customer.
The Company should increase Exposure. It is the good tool to capture the market. To
increase awareness about GOLD LOAN SERVICES AND OTHER FINANCIAL PRODUCT
and the name India Infoline itself, the company should organize campaign. The campaign can be
weekly, monthly, yearly, it will give a good result to the company to capture market in the
competitive position.

ANNEXURE
Name: _________________________
Date of Birth: _________________________
Marital Status: Married Single
Contact: ________________________
Email ID: ___________________________
Residence Location:_________________________
__________________________________________
No of Dependent: ___________________________
No. Of Earning Member: _____________________
Your Income p.a.: _________________________
Family Income: ________________________________
My Family Details:
Sr.No. Name Relation Age
1.
2.
3.
4.
5.

Q.1) Occupation of respondents
a) Farmer / Household [ ] b) Govt. Employee [ ]
d) Business man [ ] c) Private employee [ ]
Q.2) How many times in a year you have emergency requirement of money?
0 1 2 3 4 5 6
Q.3) Are you aware about concept of gold loan?
a) Yes b) No
Q.4) Have you ever used gold loan service?
a) Yes b) No
Q.4) How did you get the information about IIFL Gold loan?
a) Advertisement [ ] b) Friends &colleagues [ ]
c) Family& relatives [ ] d) Internet [ ]
e) Other [ ]
Q.5) Your opinion about interest charged by the IIFL?
a) Very High [ ] b) High [ ]
c) Reasonable [ ] d) Low [ ]
Q.6).How do you rate the Interest rates charged by IIFL?
a. Highly Satisfactory b. Satisfactory
c. Averagely Satisfactory d. Dissatisfactory
e. Highly Dissatisfactory
Q.7) What according to you is the safest instrument of Investment &Saving?
Banks Saving A/C

Insurance
Real Estate
Stocks & Shares
Fixed Deposit
Post Office
Others_______________________
Q.8) what is your approximately Monthly Household Expenses?
>
10,000
Up to 15,000
Up to 20,000
Up to 25,000
Above 30,000
Q.9) how many times in a year do you have taken Gold loan?
0 1 2 3 4 5 6
Q.10) Do you have your owned house or rented?
a) Owned b) rented
Q.11) Have you taken housing loan?
a) Yes b) No
Q.12) Have you made any provision for your retirement?
a) Yes b) No

Bibliography
Websites:
 www.indiainfoline.com
 http://www.iiflfinance.com/Products/GoldLoan.aspx
 http://www.neytri.com/gold-loans-what-you-must-know/
 http://www.muthootfinance.com/services/gold-loan.html
 http://www.agloc.org/
 www.mutualfundsindia.com
 www.google.com
References:
 Indian Gold Loan Market – Cognizant
 The Economic TimesMannapuram General Leasing Finance Limited
 From IIFL branch, Factsheets of various companies, like ICICI Prudential, Reliance,etc.

Iifl reort bvimsr 26.09.13

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