Consumer Perception of the pre owned car market in Sambalpur for Odyssey Motor’s Maruti Suzuki “True Value”

1. CONSUMER PERCEPTION OF THE PRE OWN
CAR MARKET IN SAMBALPUR
FOR ODYSSEY MOTORS MARUTI TRUE
VALUE
SUMMER TRAINING REPORT SUBMITTED TO
SAMBALPUR UNIVERSITYAS A REQUIREMENT OF THE 2
YEARS MBA COURSE CURRICULM
(2013 – 2015)
Under the guidance: Submitted By:
B.C PRADHAN (General Manager) SUBRAT KUMAR ROUT
ODYSSEY MOTORS, SAMBALPUR ROLL NO.1413MBA38
DEPARTMENT OF BUSINESS ADMINISTRATION
JYOTI VIHAR, BURLA, Pin-768019

2. DECLARATION
I Subrata Kumarherebydeclare that, the SIP entitled “Consumer Perception of the Pre Owned Car
Market in Sambalpur for Odyssey Motors Maruti True Value” being submitted by me as an
original piece of work done by me in partial fulfillment to the requirement of the award of the
degree MBA by Sambalpur University .
Place:Sambalpur
Date: Signature of the trainee

3. ACKNOWLEDGEMENT
I expressmydeepsense of gratitude tomyPlacementofficerof MBA, Mr. Shankar Panda for
extendingtomynecessarypermissiontodothe projectworkin OdysseyMotors, Sambalpur.
I am grateful to Mr. B.C PRADHAN, General Manager who guided me to complete this project. He
always found some time from his busy schedule to help me carrying out the project successfully. I
had a wonderful experience of working with him as he tried his best in providing every possible
information, which had made this project much simpler.
I am herebythankful toauthorityof Departmentof Business Administration, Sambalpur University,
Burla for providing me with an opportunity of doing my Summer Training in Odyssey Motors,
Sambalpur.
Signature of the trainee

4. CONTENT
CHAPTER NAME PAGE NO
1 INTODUCTION 1-4
EXECUTIVE SUMMARY 2
1.1 INTRODUCTION TO THE SUBJECT 3
1.2
1.3
CONCEPT OF THE PRE OWNED CAR
CONSUMER PERCEPTION
3
3
1.4
1.5
OBJECTIVE OF THE STUDY
SCOPE OF THE STUDY
4
4
1.6 LIMITATION OF THE STUDY 4
2 RESEARCH METHDOLOGY 5-15
2.1 RESEARCH DESIGN 6
2.2 DATA SOURCES 6
2.3 SAMPLING 6
2.4 DEMOGRAPHIC PROFILE OF THE RESPONDENT 7
3 COMPANY PROFILE 16-34
3.1 HISTORY 17
3.2 SERVICES OFFERED 17
3.2.1 AUTHORISED SERVICE STATION 17
3.2.2 MARUTI INSURANCE 18
3.2.3 MARUTI FINANCE 18
3.2.4 MARUTI TURE VALUE 18
3.2.5 N2N FLEET MANAGEMENT 18
3.2.6 ACCESSORIES 19
3.2.7 MARUTI DRIVING SCHOOL 19
3.3 CURRENT MODELS OF MARUTI SUZUKI 20
3.4 DISCONTINUE MODELS OF MARUTI SUZUKI 22
3.5 PRIDE POINT OF MARUTI SUZUKI 25
3.6 ODYSSEY MOTORS PVT. LTD 26
3.7 ORGANISATION CHART 27
3.8 SALES DEPARTMENT 28
3.9 WORK STATION 29
3.10 CUSTOMER FOCUS AT SALES 30
3.11 CUSTOMER FOCUS AT SERVICE 30
3.12 THE VARIOUS MODELS OF VEHICLES FROM
MARUTI SUZUKI INDIA LIMITED SOLD AND
SERVICE AT ODYSSEY MOTORS
31
3.13 MARUTI TURE VALUE-WHAT IS IT? 32
3.13.1 THE MOST RELIABLE OPTION TO BUY OR SELL
PRE-OWNED CARS
32
3.13.2 UNIQUE STRENGTHS 32
3.13.3 OBJECTIVE OF MARUTI SUZUKI BEHIND TURE
VALUE
32
3.13.4 TRUE VALUE FINANCE 32
3.13.5 TURE VALUE VS UNCERTIFIED DEALER 33
4 DATA ANALYSIS & INTERPRETATION 35-48
4.1 RESEARCH ANALYSIS 36

5. 4.1.1 ANALYSIS OF PRIMARY DATA 36
4.1.2
5
GENERAL CHARACTERISTICS OF THE SAMPLE
FINDINGS
36
49-50
6 SUGGESTION & CONCLUSION 51-53
7 BIBLIOGRAPHY 54
8 APPENDEX 56-59
LIST OF TABLE & CHART
2.4 DEMOGRAPHIC 7
2.4.1 GENDER OF RESPONDENT - TABLE 2.4.1
CHART 2.4.1
7
7
2.4.2 AGE OF THE RESPONDENT - TABLE 2.4.2
CHART 2.4.2
8
9
2.4.3 MARTIAL STATUS - TABLE 2.4.3
CHART 2.4.3
10
10
2.4.4 NO. OF CHILDREN - TABLE 2.4.4
CHART 2.4.4
11
12
2.4.5 PROFESSION OF RESPONDENT - TABLE 2.4.5
CHART 2.4.5
13
13
2.4.6 INCOME OF RESPONDENT - TABLE 2.4.6
CHART 2.4.6
14
14
2.4.2 GENERAL CHARACTERISTICS OF THE
SAMPLE
36
TABLE 4.1.2.1
CHART 4.1.2.2
36
37
TABLE 4.1.2.2
CHART 4.1.2.2
38
38
TABLE 4.1.2.3
CHART 4.1.2.3
39
39
TABLE 4.1.2.4
CHART 4.1.2.4
40
40
TABLE 4.1.2.5
CHART 4.1.2.5
41
41
TABLE 4.1.2.6
CHART 4.1.2.6
42
43
TABLE 4.1.2.7
CHART 4.1.2.7
44
44
TABLE 4.1.2.8
CHART 4.1.2.8
45
46
TABLE 4.1.2.9
CHART 4.1.2.9
47
47

6. CHAPTER-1
INTRODUCTION

7. Executive Summary
Indian auto market is booming the auto manufacturers from all over the world are attracted
by Indian market for both, manufacturing and sell cars to Indian and export market.
Making the right choice while buying a used car is very important. Maruti Suzuki, India's
favorite car company understands you concerns regarding quality, documentation and value
for money. That is why we ensure that the used car you buy from us has never had an
accident and is free from defects or legal hassles. What you get is a car that is optimized for
trouble-free performance and therefore needs minimum maintenance. Of course, all this is
possible only because of Maruti Suzuki's direct involvement, which includes thorough
checks, a complete reconditioning at state-of-the-art Maruti Suzuki workshops and
certification by a Maruti Suzuki Engineer present at the True Value outlets. That's not all, as
a mark of a assurance we give you a warranty up to 1 year and 3 free services. Buy a Maruti
Suzuki certified used car and make a wise investment.

8. 1.1 INTRODUCTION TO THE SUBJECT
Consumer Perception of the pre owned car market in Sambalpur for Odyssey
Motor’s Maruti Suzuki “True Value”
Maruti has come out with a concept of creating a new market for Pre Owned (second hand)
cars which it calls ‘True Value’. Therefore Odyssey Motors as a franchisee wants to know the
opportunity it has in the market (Sambalpur) against the New Cars and what strategies can be
applied to attract the customers effectively.
1.2 CONCEPT OF PRE OWNED CAR
In simple term, pre owned car means second hand car or used car. Pre owned cars categories
into two i.e. certified dealer and uncertified dealer. Certified dealer are the dealer they differ
form other used cars by having been inspected, refurbished, and certified by a manufacturer
or other certifying authority. They also typically include an extended, special financing, and
additional benefits.
1.3 CONSUMER PERCEPTION
Consumer perception theory attempts to explain consumer behavior by analyzing motivation
for buying or not buying particular items. Three area of consumer perception theory relate to
consumer perception theory.
1. Self perception
2. Price perception
3. Perception of benefit to quality of life.
1.4 OBJECTIVE OF THE STUDY

9. To know and study/analyses the effectiveness of second hand car sales by Maruti Suzuki’s
‘True Value’ concept through it’s dealer Odyssey Motors in Sambalpur city.
 To know the nature of the market for used cars in the Sambalpur.
 To enumerate the various players for used cars in the Sambalpur.
 To enumerate the various reasons for customers opting a used car.
 Find out the awareness/ knowledge level of customers on the concept of True Value’
offered by Odyssey Motors.
 To access the impact of promotional activities on the sale of used cars.
1.5 SCOPE OF THE STUDY
The scope of the study is to find out the attitude of consumers, perception towards the pre
owned car (second hand car), likeness, dislikes, service holders and businessman.
1.6 LIMITATION OF THE STUDY
 Some respondents couldn’t understand the purpose of the research and feel hesitation
to fill up the questionnaires.
 Short span of time for such an exemplary study.
 Limitation was there regarding availability and accessibility of secondary data.
 This study is concerned with a limited area.

10. CHAPTER-2
RESEARCH
METHODOLOGY

11. 2.1 RESEARCH DESIGNE
My sample size is 100 and the area is Sambalpur. There are 3 types of research design i.e.
 Exploratory design
 Descriptive design
 Experiment design
From the above design I have taken descriptive design for the study. Data is collected through
questionnaire.
2.2 DATA SOURCES
Data is the information which will be collected from various sources. It concerns with gather
accurate information about the problem.
Two methods can be used to collect the relevant data, which are essential for the study.
 Primary Data: Data have been collected through structured questionnaire followed
by personal interview.
 Secondary Data: Necessary data have been collected from relevant books,
magazines, newspapers and internet…etc.
2.3 SAMPLING
 The questionnaire is asked to the all male age groups including students, service
holders and businessman.
 The sampling size is 100.
 The method of sampling is used is:
Non probability (judgment and convenience sampling method)

12. 2.4 DEMOGRAPHIC PROFILE OF THE RESPONDENT
2.4.1 Gender of Respondent
SEX FREQUENCY PERCENT
MALE 91 91
FEMALE 9 9
TABLE: 2.4.1
CHART: 2.4.1
Findings:
91 % of Respondents are male
0
10
20
30
40
50
60
70
80
90
100
MALE FEMALE
FREQUENCY
PERCENT

13. 9 % of Respondents are male
Interpretation:
The gender is the prime important factor and the male is dominating the auto sector and
remote sector.sss
2.4.2 Age of the Respondent
AGE FREQUENCY PERCENT
25-35 35 35
35-45 36 36
45-55 22 22
55- above 7 7
TABLE: 2.4.2
CHART: 2.4.2
Findings:
0
5
10
15
20
25
30
35
40
25-35 35-45 45-55 55- above
FREQUENCY
PERCENT

14. 35 % of Respondents are of age 25-35.
36 % of Respondents are of age 35-45.
22 % of Respondents are of age 45-55.
7 % of Respondents are of age greater than 55.
Interpretation:
The other demographic classification is the age of the respondents, as India is having very
significant portion of young population so there are more than 73% of the people are in age
group 25 to 45 willing to have cars.
2.4.3 Martial status
MARTIAL STATUS FREQUENCY PERCENT
MARRIED 79 79
UNMARRIED 21 21
TABLE: 2.4.3

15. CHART: 2.4.3
Findings:
79 % of Respondents are married.
19 % of Respondents are Unmarried.
Interpretation:
Among the married and unmarried customers the car owner and the prospective car customer
are the married one the safety provided to the self and the family is prime importance in
buying car and they account to 79 %.
2.4.6 No. of children
NO. OF CHILDREN FREQUENCY PERCENT
ONE 30 30
TWO 41 41
MORE THAN TWO 13 13
0
10
20
30
40
50
60
70
80
90
MARRIED UNMARRIED
FREQUENCY
PERCENT

16. NO 16 16
TABLE: 2.4.4
CHART: 2.4.4
Findings:
30 % of Respondents have one child
41 % of Respondents have two children
13 % of Respondents have more than two children
16 % of Respondents have no children
Interpretation:
as above explained the safety of he family is one of the prime important the children of the
family and there safety is demanding the parents to own a car.
0
5
10
15
20
25
30
35
40
45
ONE TWO MORE THAN TWO NO
FREQUENCY
PERCENT

17. 2.4.5 Profession of Respondent
PROFESSION FREQUENCY PERCENT
DOCTOR 7 7
ADVOCATE 19 19
BUSINESS 46 46
ENGINEER 12 12
BANKER 16 16
TABLE: 2.4.5
CHART: 2.4.5
Findings:
7 % of Respondents are Doctors.
49 % of Respondents are Advocate.
46 % of Respondents are Businessman.
12 % of Respondents are Engineer.
0
5
10
15
20
25
30
35
40
45
50
DOCTOR ADVOCATE BUSINESS ENGINEER BANKER
FREQUENCY
PERCENT

18. 16 % of Respondents are Bankers.
Interpretation:
Among different demographic classification in the research profession of the respondents is
the prime factor and her professional like business, advocates, bankers, engineers, are focused
customers.
2.4.6 Income of Respondent
INCOME FREQUENCY PERCENT
RS 50,000-1,00,000 19 19
RS 1,00,000-1,50,000 42 42
RS 1,50,000-2,00,000 36 36
RS 2,00,000-above 3 3
TABLE: 2.4.6
CHART: 2.4.6
Findings:
0
5
10
15
20
25
30
35
40
45
RS 50,000-1,00,000 RS 1,00,000-
1,50,000
RS 1,50,000-
2,00,000
RS 2,00,000-above
FREQUENCY
PERCENT

19. 19 % of Respondents are under income Rs.50,000-Rs.1,00,000.
42 % of Respondents are under income Rs.1,00,000-Rs.1,50,000.
36 % of Respondents are under income Rs.1,50,000-Rs.2,00,000.
3 % of Respondents are under income greater than >2,00,000.

20. CHAPTER-3
COMPANY PROFILE

21. 3.1 History
Maruti Suzuki was incorporated as Maruti Udyoog Limited (MUL) in 1981, as a joint
venture of the Indian government and Suzuki Motors Corporation of Japan. The first
Maruti 800 rolled out on 14th December 1983 sparking off a revolution in automobiles.
Other car launches followed and soon the foundation for India’s largest service network
was laid.
In 1992, the Suzuki motor corporation increased its stake to 50%. In 2002, it bought a
controlling interst in the company. In 2003, MUL was listed on the Nation and the
Bombay Stock Exchange after its initial public offer was subscribed ten times. This
brought the retail investor back into the share market.
Osamu Suzuki was awarded the Padma Bhusan in 2007, for his unparalleled contribution
to the Indian automobile industry. After former Japanese Prime Minister, Y. Mori, he
became only the second Japanese citizen to be so honored.
Maruti Suzuki crossed the one million production mark in 1994 – its 11th year – the six
million mark by 2007 and than March 2008 it had put on the road more than 7 million
vehicles.
The company was renamed Maruti Suzuki India Limited (MSIL) in 2007.
3.2 Services offered
3.2.1 Authorized Service Stations
Maruti is one of the companies in India which has unparalleled service network. to ensure
the vehicles sold by them are serviced properly Maruti had 1545 listed Authorized service
stations and 30 Express Service Stations on 30 highways across India.
3.2.2 Maruti Insurance

22. Launched in 2002 Maruti provides vehicle insurance to its customers with the help of the
National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram.
The service was set up the company with the inception of two subsidiaries Maruti
Insurance Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.
3.2.3 Maruti Finance
To promote its bottom line growth, Maruti launched Maruti Finance in January 2002.
Prior to the start of this service Maruti had started two joint ventures Citicorp Maruti and
Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client
in securing loan. Maruti tied up with ABN Amro Bank, HDFC Bank, ICICI Limited,
Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including
its strategic partners in car finance. Again the company entered into a strategic partnership
with SBI in March 2003. Since March 2003, Maruti has sold over 12,000 vehicles through
SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India.
3.2.4 Maruti True Value
Maruti True Value is a service offered by Maruti Udyog to its customers. It is a market
place for used Maruti Vehicles. One can buy, sell or exchange used Maruti vehicles with
the help of this service in India.
3.2.5 N2N Fleet Management
N2N is the short form of End to End Fleet Management and provides lease and fleet
management solution to corporate.
Its impressive list of clients who have signed up of this service include Gas Authority of
India Ltd, DuPont, Reckitt Benckiser, Sona Steering, Doordarshan, Singer India, National
Stock Exchange and Trans world. This fleet management service includes end-to-end
solutions across the vehicle's life, which includes Leasing, Maintenance, Convenience
services and Remarketing.
3.2.6 Accessories

23. Many of the auto component companies other than Maruti Udyog started to offer
components and accessories that were compatible. This caused a serious threat and loss of
revenue to Maruti. Maruti started a new initiative under the brand name Maruti Genuine
Accessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog
lamps, stereo systems, seat covers and other car care products. These products are sold
through dealer outlets and authorized service stations throughout India.
3.2.7 Maruti Driving School
Suzuki launched the Maruti Driving School in Delhi. Later the services were extended to
other cities of India as well. These schools are modelled on international standards, where
learners go through classroom and practical sessions. Many international practices like
road behaviour and attitudes are also taught in these schools. Before driving actual
vehicles participants are trained on simulators.
3.3 Current models of Maruti Suzuki
MODELS LAUNCHED CATEGORY IMAGE
OMNI 1984 MINIVAN
GYPSY 1986 SUV
WAGONAR 1999 HATCHBACK

24. SWIFT 2005 HATCHBACK
SX4 2007 SEDAN
GRAND VITARA 2007 MINI SUV
SWIFT DZIRE 2008 SEDAN
RITZ 2009 HATCHBACK
EECO 2010 MINIVAN
ALTO 2010 HATCHBACK
KIZASHI 2011 SEDAN

25. ERTIGA 2012 MINI SUV
ALTO 800 2012 HATCHBACK
STINGRAY 2013 HATCHBACK
CELERIO 2014 HATCHBACK
3.4 Discontinue models of Maruti Suzuki
MODELS LAUNCHED DISCONTINUED CATEGORY IMAGE
GYPSY E 1985 2000 SUV

26. 1000 990 2000 SEDAN
ZEN 1993 2006 HATCHBACK
ESTEEM 1994 2008 SEDAN
BALENO 1999 2007 SEDAN
VERSA 2001 2010 MINIVAN

27. GRAND VITRARA
XL7
2003 2007 MINI SUV
800 1983 2012 HATCHBACK
ALTO 2000 2012 HATCHBACK
ZEN ESTILO 2006 2013 HATCHBACK
A-STAR 2008 2014 HATCHBACK
3.5 Pride Point of Maruit Suzuki
• India’s largest automobile company
• MUL Rolls out one car every 43 second.
• Around 4 million people in India are proud to own maruti cars.
• The highest installed production capacity.
• More than 35,000 trained technicians for customer support.
• Largest Sales network-270 sales outlets.

28. • Largest service networks- 359 dealers’ workshop.
3.6 ODYSSEY MOTORS PVT. LTD.
Odyssey Motors Pvt.ltd is one of the biggest automobile dealer in the western part of odisha
for Maruti Suzuki India pvt Ltd for their sales, service and spares parts.
Odyssey motors started its journey in the year 1999 with Maruti Authorized sales & Service
showroom at Ainthapali, Sambalpur. Now the company is having a chain of sales & service
set- up at different places in odisha starting from Sambalpur and Angul, Bargarh, Bolangir,
Nuapara, Jharsuguda.
Ideally located on Sambalpur Ainthapali highway, the dealership can boast of a spacious
15,000 sq ft. and well lit showroom with ample frontage. The showroom has the complete
range of cars for display and test drive and professional and trained sales staff always eager to
serve and delight our value customers.
The service center with the area of 10,000 sq ft. has nine post lifts, pneumatic tools,
computerized wheel alignment and wheel balancing machines and a most modern paint booth
which can handle any make of car. The service personnel highly trained and professional
with up to date knowledge owing to the groups policy of implementing continuous learning
programs.
The parts center is well stocked and has a wide range of accessories to suit the varying needs
of our customers.
The dealership with its professional management looks forward to their growth by focusing
on customer centric and value added offers to their customers.

29. 3.7 ORGANIZATION CHART
HRDDeputy General Manager
Managing Director
Account
Manager
Sales
Manager
Parts
Manager
M. W/S
M.T.V
Team LeaderTeam LeaderTeam LeaderTeam Leader
Sr. Sales
Executive
SalesExecutiveSalesExecutiveSalesExecutive SalesExecutive
SalesExecutiveSalesExecutiveSalesExecutiveSalesExecutive
Data EntryReception

30. 3.8 SALES DEPARTMENT
Managing Director
Deputy General Manager
Sales Manager
Team Leader
Karwar
Team Leader
Bagalkot
Team LeaderTeam Leader
SalesExecutivesSalesExecutivesSalesExecutives SalesExecutives

31. 3.9 WORK STATION
TechniciansTechnicians
Floor
Supervisor
Floor
Supervisor
Service Advisor
Assistant Works
Manager
Assistant Customer
Care Manager
Works ManagerCustomer Care
Manager
Deputy General Manager
Managing Director

32. 3.10 Customer Focus at Sales
 The Field executives visit the customers and explain the features of the vehicle to
them.
 Demonstration and test drives shall be given whenever required.
 The Performa invoice/price list terms and conditions will be given.
 The order booking forms duly collected from the customer and clarity with regard to
the terms and conditions are explained and the copy id handed over to customer along
with the receipt or payment made.
3.11 Customer Focus at Service
 The customer can book the vehicle for the servicing/repairs either through the
telephone or personally the front office.
 The detail shall be entered in 'booking register' by the telephone operator.
 The list of the vehicles shall be given to front office ~very morning to accept the
vehicles for servicing for that date.
 The customer can bring their vehicle for servicing without booking. However such
vehicle shall be accepted only after ensuring that there is enough capacity for the
booked vehicles.
 On the bases of kilometers run by the vehicle and customer requirement, the
customer shall explained about the type of the servicing/repairs and spare
parts required and to ensure that the service station has the required capacity to accept
the vehicle.
 Before accepting the vehicle, a mutually acceptable delivery time and date is fixed
with the customer.
 The customer's consent shall be taken on the estimated cost of the repair/service of
the vehicle.
 All the details of the work required along with the date and time of the delivery and
the established cost shall be recorded in the job order card before commencement of
the work.

33. 3.12 The various models of vehicles from Maruti Suzuki India
Limited Sold and serviced at odyssey motors.
 Maruti omni
 Alto
 Alto k10
 Wagon-R
 Gypsy
 Eeco
 Ritz
 Esteem
 SX4
 Grand Vitara
 Dzire
 Swift
 Celerio
 Stingrey
 Ertiga
3.13 MARUTI TRUE VALUE - WHAT IS IT?

34. Maruti Suzuki’s new Initiative along with Maruti Insurance, Maruti
Finance and Maruti N2N under Project Vistaar
3.13.1 The Most Reliable Option to Buy or Sell Pre-Owned
Cars
• First True Value outlet on 19th Oct-2001.
• Present network: 127 outlets in 94 cities.
• Product- Sourcing: they buy cars of any make, age and mileage in exchange.
3.13.2 Objectives of Maruti Suzuki behind True Value
• Increasing New Car sales through exchange.
• Managing Residual Value.
• Enhancing your Dealer Profitability.
• Enhancing motorization-2-4 Wheeler.
3.13.3 Unique Strengths
• Backed by Maruti Suzuki- India’s largest and most trusted passenger car manufacturer.
• The largest used car dealer networks in India run by professional management.
• The Maruti True Value warranty and services can be availed by the customer across the
nation at any true value outlet.
3.13.4 True Value Finance
 Best value finance option available to the Used Car Buyer.
 Most convenient, no hidden costs, less paper work.
 Interest rates (15% reducing) lower by 2-3% than the market.
 Financing up to 10 years of age- “Unique to True Value”.
 Best Cars + Best Finance “High Conversion”.
3.13.5 TRUE VALUE VS UNCERTIFIED DEALER

35. Maruti true Value Uncertified dealer
Every car is bought through a stringent
120 point check which is done by
professionals trained by Maruti- Suzuki.
No checking
Only cars that meet strict criteria are
taken under True value ensuring that
cars are non-accidental and free of any
major defects.
No assurance of quality
Seller bonafide are verified from RTO Dubious
This ensures that the buyer does not end
up in any legal hassles
Risky
All the 11 systems of the car like
engine, transmission, electrical, brakes,
suspensions, body etc are reconditioned
to Maruti Suzuki standards.
No re-conditioning
This ensures that the car is reliable, safe
optimized fuel economy. Sparkling
clean and aesthetically finished giving
the experience of the new car.
Car is not assured of safety reliability
and any time it can break down: big
tension option
Maruti- Suzuki trained professionals
refurbish every car only with Maruti
genuine parts at state of the art.-maruti
workshops.
No refurshibment, even the genuine
spares are replaced with spurious
parts.
Ensures zero maintenance cost- ensures
zero maintenance cost, all the critical
parts of the car are ensured to be once
on the new car- ensures happy driving.
Many parts need replacement from
time to time, buyer ends up visiting
the workshop more than driving the
car, end up spending about Rs
10,000/- in a year.
Every car is inspected and certified by
Maruti- Suzuki Engineer present at your
True Value outlet.- Maruti Suzuki’s
assurance to the customer that what we
promise we deliver.
None- no assurance.

36. Every car comes with Maruti Suzuki
Warranty up to one year- all the parts
that are covered under new car are
covered in True Value.
None- part gone, money gone all
round troubles and strain.

37. CHAPTER- 4
DATA ANALYSIS
&
INTERPRETATION
4.1 RESEARCH ANALYSIS
4.1.1 ANALYSIS OF PRIMARY DATA
The questionnaire is meant for the people of Sambalpur. The sample size is 100. All the
related information is presented in a tabular form and are analyzed for the better
understanding of the topic along with the analysis. The questionnaire and answers were
analyzed and presented below through simple statistical tools and techniques like tables, bar
chart, and column chart.
4.1.2 GENERAL CHARACTERISTICS OF THE SAMPLE

38. Q1. Do you have your own car?
FREQUENCY PERCENT
YES 46 46
NO 54 54
TABLE: 4.1.2.1
CHART: 4.1.2.1
Findings:
46 % of Respondents have their own car.
54 % of Respondents don’t have their own car.
Interpretation:
The majority of the respondents don’t have their own car.
Q2. Is it new a car or pre owned Car?
42
44
46
48
50
52
54
56
YES NO
FREQUENCY
PERCENT

39. FREQUENCY PERCENT
NEW CAR 31 31
PRE OWNED CAR 15 15
TABLE: 4.1.2.2
CHART: 4.1.2.2
Findings:
31 % of Respondents have new car.
15 % of Respondents have Pre owned cars.
Interpretation:
As for the auto industry standards the sales of new and pre – owned cars is 1:1 as per the
research it is showing the same where how car seekers, and pre owned car seekers are equal.
0
5
10
15
20
25
30
35
NEW CAR PRE OWNED CAR
FREQUENCY
PERCENT

40. Q3. Car Purchased from?
FREQUENCY PERCENT
CERTIFIED DEALER 7 7
UNCERTIFIED DEALER 38 38
TABLE: 4.1.2.3
CHART: 4.1.2.3
Findings:
7 % of Respondents have purchased cars from certified dealer.
35 % of Respondents have purchased cars from uncertified dealer.
0
5
10
15
20
25
30
35
40
CERTIFIED DEALER UNCERTIFIED DEALER
FREQUENCY
PERCENT

41. Q4. How did you come to Know about Dealer?
FREQUENCY PERCENT
ADVERTISMENT 9 9
FRIEND/NEIGHBOURS 47 47
OTHER DEALERS 44 44
TABLE: 4.1.2.4
CHART: 4.1.2.4
Findings:
9 % of Respondents came to know about dealers through Advertisements.
47 % of Respondents came to know about dealers through Friends & Neighbors.
Interpretation:
Word of mouth are playing very important role in educating the customers about dealers.
0
5
10
15
20
25
30
35
40
45
50
ADVERTISMENT FRIEND/NEIGHBOURS OTHER DEALERS
FREQUENCY
PERCENT

42. Q5. If pre-owned car, would you prefer to buy from?
FREQUENCY PERCENT
CERTIFIED DEALER 39 39
UNCERTIFIED DEALER 61 61
TABLE: 4.1.2.5
CHART: 4.1.2.5
Findings:
39 % of Respondents wants to buy pre-owned car from certified dealers.
61 % of Respondents wants to buy pre-owned car from uncertified dealers.
0
10
20
30
40
50
60
70
CERTIFIED DEALER UNCERTIFIED DEALER
FREQUENCY
PERCENT

43. Interpretation:
As budget is the prime concern for the customers who want buy the pre owned cars and there
certified dealer are bit expressive for the customers of this segment. So majority of them go
to uncertified customers.
Q6. Factors considered in buying a car?
FREQUENCY PERCENT
BUDGET 41 41
MILEAGE 36 36
AGE 3 3
PERSONAL OR COMPANY OWNED 20 20
TABLE: 4.1.2.6
CHART: 4.2.1.6
Findings:
0
5
10
15
20
25
30
35
40
45
BUDGET MILAGE AGE PERSONAL OR
COMPANY OWNED
FREQUENCY
PERCENT

44. 41 % of Respondents considers budget while buying pre-owned car.
36 % of Respondents considers mileage while buying pre-owned car.
5 % of Respondents considers age while buying pre-owned car.
20 % of Respondents considers personal/company owned while buying pre-owned car.
Interpretation:
As the Indian customers are more concerned about the economy of the car, the budget and
mileage are gain important.
Q7. Do you heard about "Maruti True Value"?
FREQUENCY PERCENT
YES 46 46
NO 54 54
TABLE: 4.1.2.7

45. CHART: 4.1.2.7
Findings:
46 % of Respondents heard about “Maruti True Value”.
54 % of Respondents didn’t hear about “Maruti True Value”.
Interpretation:
The majority of the respondents don’t know about the Maruti True Value.
Q8. From where do you heard about "Maruti True Value"?
FREQUENCY PERCENT
ADVERTISMENT 44 44
42
44
46
48
50
52
54
56
YES NO
FREQUENCY
PERCENT

46. FRIENDS/NEIGHBOURS 30 30
OTHER DEALER 36 36
TABLE: 4.1.2.8
CHART: 4.1.2.8
Findings:
44 % of Respondents heard about “Maruti True Value” from advertisements.
30 % of Respondents heard about “Maruti True Value” from friends/neighbours.
36 % of Respondents heard about “Maruti True Value” from other dealers.
Interpretation:
Advertising through different channel of media are to be focused as majority of the
respondents know about the Maruti true value.
0
5
10
15
20
25
30
35
40
45
50
ADVERTISMENT FRIENDS/NEIGHBOURS OTHER DEALER
FREQUENCY
PERCENT

47. Q9. Would you prefer to buy from “Maruti suzuki True value” if
it is provided 3 free services and 1 year guarantee?
FREQUENCY PERCENT
YES 51 51
NO 49 49
TABLE: 4.1.2.9
CHART: 4.1.2.9
Findings:
48
48.5
49
49.5
50
50.5
51
51.5
YES NO
FREQUENCY
PERCENT

48. 51 % of Respondents will refer to buy from "Maruti True Value" if it is provided 3 free
services and 1 year guarantee.
49 % of Respondents will not prefer to buy from "Maruti True Value" if it is provided 3 free
services and 1 year guarantee.
Interpretation:
The prospective car customer’s are willing to buy car from Maruti True value if it is provided
3 free services and 1 year guarantee.
.

49. CHAPTER-5
FINDINGS

50. FINDINGS:
 The majority of the respondents don’t have their own car. 46 % of Respondents have
their own car. 54 % of Respondents don’t have their own car.
 As for the auto industry standards the sales of new and pre – owned cars is 1:3 as per
the research it is showing the same where how car seekers, and pre owned car seekers
are not equal.
 In this survey I found that 7 % of Respondents have purchased cars from certified
dealer and 35 % of Respondents have purchased cars from uncertified dealer.
 From this survey I found that 9 % of Respondents came to know about dealers
through Advertisements and 47 % of Respondents came to know about dealers
through Friends & Neighbors.
 In this survey I found that 39% of consumer wants to buy pre-owned car from
certified dealers and 61% of respondents wants to buy pre-owned car from uncertified
dealers.
 In this survey I found that Indian customers are more concerned about the economy
of the car, the budget and mileage are gain important. 41 % of Respondents considers
budget while buying pre-owned car. 36 % of Respondents considers mileage while
buying pre-owned car. 5 % of Respondents considers age while buying pre-owned
car. 20 % of Respondents considers personal/company owned while buying pre-
owned car.
 54 % of Respondents didn’t hear about “Maruti True Value” and 46 % of
Respondents heard about “Maruti True Value”.
 In this survey I found that 44 % of Respondents heard about “Maruti True Value”
from advertisements. 30 % of Respondents heard about “Maruti True Value” from
friends/neighbors. 36 % of Respondents heard about “Maruti True Value” from other
dealers.
 The prospective car customer’s are willing to buy car from Maruti True value if it is
provided 3 free services and 1 year guarantee.

51. CHAPTER-6
SUGGESTION
&
CONCLUSION

52. Suggestion
 Target Segment – the target customers whom I suggest Odyssey Motors should
Concentrate on the Doctor, Engineer, and Banker, because they are the respondents
Who are keen in buying pre owned car.
 The target can also be segmented age wise, 25-45 are the most interested segment
In buying a pre-owned car.
 Mostly the age group of 25-35 is aware of the Maruti’s True Value concept.
 When respondents were asked what have they heard of Maruti True Value, the
responses were mostly negative. ‘Price’ was the major issue they have with ‘True
Value’. They say that it charges much a higher price than the other dealers;
therefore I suggest that either Maruti should try to reduce the price of the vehicles
or Odyssey Motors should try to change the perception of the people by
highlighting the plus points like 1 yr warranty and 3 free services.

53. Conclusions
The study helped me gain valuable insights in Opportunity Analysis and Consumer
Behavior, towards buying a pre owned car. This project titled has been a knowledge
gaining experience for me. I have understood that understanding customers is an art and it
takes a very strong brand image for a company to retain & grow its market share. The
results of the survey proved to be both encouraging and partly discouraging too. The
respondents were not very positive about Maruti’s ‘True Value’, which was quite
discouraging and a negative sign for the company. The segment for which Odyssey
Motors should cater to is a price sensitive segment, so as the organization should focus on
highlighting the additional perquisites that they would provide with the car, it is going to
bond well with the targeted market and even grow their market to all the geographical
areas. Though there are many competitors in the market for this segment, the company has
an added advantage, but still it cannot rule out the local dealers. But I believe that Odyssey
Motors Maruti Suzuki ‘True Value’ has what it takes to become a name to reckon with in
the market and I offer my best wishes for the same and hope that my work will be of some
use for the company.
The majority of the Indian population is of the middle class segment which demands for
the low cost and low maintenance cars this very reason has given birth to the pre-owned
car segment which is growing at the accelerating growth rate.

54. CHAPTER-7
BIBLIOGRAPHY

55. 1. Kothari, C.R., Research methodology, New Age International pvt. Ltd, Publisher,
New Delhi.1985.
I have also taken the help of several websites to conduct this research.
These are:-
1. www.google.com
2. www.wikiprdia.com
3. www.slideshare.com
4. www.ask.com
5. www.smallbusiness.wa.gov.au/marketing
6. www.scribd.com

56. CHAPTER-8
APPENDIX

57. CONSUMER PERCEPTION OF PRE OWNED CAR MARKET IN SAMBALPUR
FOR ODYSSEY MOTORS MARUTI TURE VALE
(Please put tick mark for right option and write in the space provided)
Part-A
1. Name :
2. Address :
3. Sex :
4. Age : a) 25-35 [ ] b) 35-45 [ ] c) 45-55 [ ]
d) 55-above [ ]
5. Marital status : a) Married [ ] b) Unmarried [ ]
6. No. of children : a) One [ ] b) Two [ ] c) More than two
[ ]
7. Profession :
8. Income : a) Rs.50,000-Rs.1,00,000 [ ]
b) Rs.1, 00,000-Rs.1, 50,000 [ ]
c) Rs.1, 50,000-Rs.2, 00,000 [ ]
d) Rs.2, 00,000.-above [ ]
Part-B
1. Do you have your own car?

58. a) Yes [ ] b) No [ ]
2. Is it a new car or pre-owned car?
a) New car [ ] b) Pre-owned car [ ]
3. Car Purchased from?
a) Certified dealer [ ] b) Uncertified dealer [ ]
4. How did you come to Know about Dealer?
a) Advertisement [ ]
b) Friends [ ]
c) Other dealers [ ]
5. If pre-owned car, would you prefer to buy from?
a) Certified dealer [ ]
b) Uncertified dealer [ ]
6. Factors considered in buying a car?
a) Budget [ ]
b) Mileage [ ]
c) Age [ ]
d) Personal or company owned [ ]
7. Do you heard about "Maruti True Value"?
a) Yes [ ] b) No [ ]
8. From where do you heard about "Maruti True Value"?
a) Advertisement [ ]
b) Friends [ ]
c) Other dealers [ ]
9. Would you prefer to buy from “Maruti Suzuki True value” if it is provided 3 free
services and 1 year guarantee?

59. a) Yes [ ] b) No [ ]
10. Please give your valuable suggestion….
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