A

PROJECT REPORT
ON
STUDY OF RETAILERS SATISFACTION TOWARDS PRODUCTS AND
SERVICES OFFERED BY PEPSI IN JODHPUR CITY

ACKNOWLEDGEMENT
I express my sincere thanks to Varun Beverages Ltd. and my company project guide
Mr. Shailendra Rastogi, HOS(Head of sales) , for guiding me right from the inception
till the successful completion of the project. I sincerely acknowledge him for extending
their valuable guidance, support for literature, critical reviews of project and the report
and above all the moral support he had provided to me with all stages of this project.
I would also like to thank Mr. Sajjan singh MDC(Marketing Development Coordinator)
and Mr.Gurjeet singh ADC(Area Development Coordinator) for providing me all the
information and support for completion of my project .
I would like to give special thanks to Dr. Rupali Jain(Director) and my project guide
Prof.Shradha Dhingra for giving me support throughout the tenure of my project.

1|Page

MANISH BORANA
PGDM(Marketing)

DECLARATION

I, the undersigned, hereby declare that the Project Report entitled STUDY OF
RETAILERS SATISFACTION TOWARDS PRODUCTS AND SERVICES OFFERED
BY PEPSI IN JODHPUR CITY written and submitted by me to SIOM, in partial
fulfilment of the requirement for the award degree of PGDM under the guidance of Prof.
Shradha Dhingra is my original work and the conclusion drawn therein are based on the
material collected by myself.

DATE:

SIGNATURE (student)

PLACE:

2|Page

TITLE INDEX
CHAPTER NO.
1
2
3
4

LIST OF CONTENTS
Executive Summery
Introduction
Objective and Scope of the project

PAGE NO.
5-7
8-11
12-13

Profiles
4.1Industry Profile

14-39

4.2Company Profile
Conceptual Background

40-44

Research Methodology

45-49

Data analysis and Interpretation

50-68

8
9

Findings
Suggestions

69-71
72-73

10
11

Limitations of the project

Conclusion

74-75
76-77

Bibliography

78

Abbreviations

79

Annexure

80-83

3|Page

CHAPTER-1

EXECUTIVE SUMMARY

4|Page

EXECUTIVE SUMMARY
The

project

titled

STUDY

OF

RETAILERS

SATISFACTION

TOWARDS

PRODUCTS AND SERVICES OFFERED BY PEPSI IN JODHPUR CITY was done

for Varun Beverages Limited a franchisee of PepsiCo India.
Summer internship is known to be a students first brush with cooperate world. This is the
time for the students to put words and theories into action. This opportunity to integrate
classroom learning with real life situation. While doing the project students are placed under
the guidance of a manager who serves as a mentor.
This project report deals with Satisfaction of retailers towards products and services offered
by Pepsi. Using the questionnaire for retailers.
The objectives of this topic are.To understand various problems faced by retailers of Pepsi product.
.To analyze complaints of retailers towards products and services of Pepsi.
.To study/identify retailers satisfaction level towards Pepsi products and services.
.To develop effective solution to the problems faced by retailers.
The project is carried out depending on the various data which are obtained from both
primary source (direct interview with retailers) and the secondary sources (the website of
the company, books, and print media).
Satisfaction is a result of a product related experience and this question reflects the overall
opinion of a consumers experience with the product performance. Satisfaction and attitude

5|Page

are closely related concepts. The psychological concepts of attitude and satisfaction may
both be defined as the evaluation of an object and the individual relationship to it.
Anything that can be offered to a market for attention, acquisition, use, or consumption that
might satisfy a want or need, include physical objects, persons, organizations, and ideas is
called as product.
Services mean the work done by one person which is helpful to another person and these are
intangible in nature. It is an act of help and assistance.
The analysis is made studying the questionnaire and observation which was distributed
among 300 Retailers to find their response about the various questions asked related to the
satisfaction level and problems faced by them, conducted in Varun Beverages Ltd(Pepsi).
The sampling method is using conveyance sampling, the total size of sample is 300 for
retailers. The data and interpretation done through pie chart, percentage, bar diagram and
table.
The major findings of the study are related with the Pepsi products and services offered to
retailers in Jodhpur city which includes the retailers stock more products of Pepsi soft
drinks as compare to another company products. Retailers were also satisfied with the
distribution network of Pepsi, information regarding new schemes and discounts. They were
also satisfied with the sales person of Pepsi. The retailers were dissatisfied with the credit
facilities provided by Pepsi in Jodhpur city.
The few suggestions for Pepsi from the researcher areDelivery of goods should be increased in number for proper catering in the entire area of
Jodhpur Central region effectively and efficiently.
The company should supply its glow sign board, banners etc.as an advertisement media
to the retailers of few areas, which will as usual for satisfaction of retailers.
Credit facilities should be provided to retailers to satisfy their needs regarding
payment.

6|Page

The conclusion of the survey is based on the objectives of the study i.e. various problems
faced by retailers of Pepsi product, complaints of retailers towards products and services
of Pepsi, retailers satisfaction level towards Pepsi products and services and effective
solution to the problems faced by retailers.

CHAPTER-2

7|Page

INTRODUCTION

INTRODUCTION

India with a population of more than 100 crores is potentially one of the largest consumer
markets in the world with urbanization and development of economy, tastes and interests
of the people changes according to the advance nation.
Beverage industry is one of the fast growing industries in India. It can be divided into two
sections i.e. carbonated and non -carbonated. The carbonated drinks can be further
classified into Cola, Lemon, Orange, Mango & Apple segments etc.
Marketing includes all the activities like promotion, distribution, advertising etc. to fulfill
the demands of all segments of consumers. Marketing is also convert social needs into
profitable opportunities. So this topic provides all the essentials to the theoretical
knowledge with practical knowledge and to inculcate the efficiency. It is also a
requirement for the company to improve its service and product quality to achieve the
ultimate goal.
Marketing is about winning this new environment. It is about understanding what
consumers wants a supplying its more efficiency and more conveniently.
India where more than 50% of the total population exists below poverty line the
consumer cant afford such high price for soft drinks. As a result the trading activities of
the soft drinks industry are concentrated in and around big cities and town where the
purchasing power of population is considered comparatively high.
Soft drinks industries in India has annual sale of about 5000 crores with per capita
consumption of soft drinks at a low of eight bottles per annum is due to price factor.
So, marketing is both philosophy and technology. It is technology because it suggests
ways and means for effective production and distribution of goods and services in the
market to give maximum satisfaction to the consumer.
In this regard the marketing management with have to apply to marketing technology in
the conceptual philosophy of a system.

8|Page

It is the process of system analysis in the marketing management for effective research
and can be defined, systematic objective and exhaustive study of tasks relevant to any
problem in the field of marketing
PepsiCo is one of the oldest, largest and most successful beverage and snack food
companies in the world. Caleb Bradham founded PepsiCo in 1902 in USA. Today
PepsiCo and its affiliates operate in more than 140 countries in the world and generate
revenues in excess of $ 40 Billion. In its pursuit of never ending growth and expansion,
PepsiCo entered India in 1989 in a joint venture with Punjab Government. However,
PepsiCo India very soon started its beverage operations in collaboration with the R K
Jaipuria group.
Soon after entering the beverage segment PepsiCo Established its dominance in the
market owing to its expertise in sales, marketing, operations and local collaboration.
PepsiCo maintained its market dominance for many more years to come. However, this
advantage slipped and PepsiCo had to concede the market leadership to Coca Cola India.
Several actors were responsible for this development. But, the most important are;

Ad campaigns targeting regional markets.

Discontinuation of Slums in the distribution network by PepsiCo. This move by

PepsiCo adversely affected its position of a market leader because while PepsiCo
discontinued the use of Slums in its distribution network, Coke continued it and
within one year, it was able to snatch considerable market share from PepsiCo.

Acquisition of well-established and favored brands like Thums Up and Limca by

Coca Cola India. These two brands still constitute a bulk of sales for Coca Cola
India.

To explore the reasons behind these developments this study will analyze the marketing
initiatives and policies of PepsiCo India in detail with particular focus on its partner
relationship management.
The above-mentioned objectives can be achieved by carrying a proper and planned
research involving different types and methods. The data collected to laid the foundations
for the study and gave a platform for the analysis and findings which lead to the
fulfillment of the objectives.
9|Page

The data collected for research is primary and secondary. Primary data is collected by
observation, interviews and questionnaires. While secondary data is collected from the
internet through different case studies and reports on the CSD industry. Observation
method was carried in East-Delhi to know the market position and market share of
PepsiCo products. Interviews of people from the sales department were conducted to
know the sales and distribution network and marketing policies of PepsiCo India, while
questionnaire method was used to know about the customer perception of the slim diet
can portfolio. Secondary data is used to know about the CSD industry and the Company
i.e. PepsiCo.
The data collection and analysis paves way for the recommendation ad conclusion of the
study that reveals some important findings regarding the strategy and corporate structure
and strategy of PepsiCo India.

10 | P a g e

CHAPTER-3
OBJECTIVE AND SCOPE
OF
THE PROJECT

11 | P a g e

OBJECTIVE AND SCOPE OF THE PROJECT

Objective of the Study:
A project cum training is an essential part of POST GRADUATE DIPLOMA IN
MANAGEMENT (MARKETING) curriculum.
Executive training was undertaken on the following objectives:

To understand various problems faced by retailers of Pepsi product.

To analyze complaints of retailers towards products and services of Pepsi.

To study/identify retailers satisfaction level towards Pepsi products and

services.

To develop effective solution to the problems faced by retailers.

It also helps to make improvements in service and quality of the Pepsi products, for their
long term existence in the market and earning profit.
Scope of the Study:
The geographical scope of study is limited to areas of Jodhpur city,which includes. Bhati circle ratanada

. Riaka baugh bus stand

. Circit house road

. Umaid palace road

. Police line

. Railway station

. Manak chowk

. Kapda bazaar

. City police

. Sojati gate

. Jalori gate

. Johari bazar

. Housing board

. Main pal road

. Near national handloom

. Kheme ka kua

. Milkman colony
Scope of this project is limited to all the products and services of PEPSI offered
byVRAUN BEVERAGES LTD. Jodhpur.

12 | P a g e

Functional scope of the study is limited to study of retailers problems, complaints and
finding out their level of satisfaction.

CHAPTER-4

COMPANY PROFILE

13 | P a g e

PROFILES
4.1 INDUSTRY PROFILE:
INDUSTRY NAME: VARUN BEVERAGES LTD.
ADDRESS:

Varun Beverages Ltd.

Riico, Boranada,
Jodhpur.

LOCATION:

Jodhpur(Rajasthan)

CSD INDUSTRY OVERVIEW

Varun Beverages Ltd. is a bottling franchisee of PepsiCo in Jodhpur, Rajasthan.which
manufacture the soft drinks of Pepsi and deliver into the market. It is beverages industry
Which manufacture the soft drinks for Pepsi only.
The soda drink and bottled water industry includes more than 3,000 companies that
manufacture and distribute beverages. Only in the USA combined annual revenue is more
than $70 billion. Coca-Cola and PepsiCo hold more than 50 percent of the market,
following strong consolidation in the past decade. Only a few other companies have
annual revenue above $500 million. Most are local or regional manufacturing and
bottling operations with annual revenue under $100 million.
Competitive Landscape:Demand for non-alcoholic beverages is driven by consumer tastes and demographics. The
profitability

of

individual

companies

depends

on

effective

marketing. Large
14 | P a g e

manufacturers have economies of scale in production and distribution, with average

annual revenue per production worker close to $1 million. Small companies can compete
by producing new products, catering to local tastes, or selling at lower prices.
Products, Operations & Technology:Nonalcoholic beverages include sodas (carbonated soft drinks, or CSD), bottled waters,
juices, and a large variety of mixtures. Sodas account for about 60 percent of the market.
The manufacture and distribution of most national soda brands, including Coke and
Pepsi, is a two-tiered process. The primary manufacturer produces a flavored syrup called
concentrate that is sold to local bottlers who manufacture and distribute the finished
product. In a typical bottling operation, the flavored syrup, corn syrup (sugar), and
filtered water are mixed in appropriate proportions, carbon dioxide gas is injected, and
the finished soda product is poured into bottles or cans, which are capped, labeled, and
packaged.
The two-tiered structure is most efficient for national companies with large volume,
because the manufacturing process is simple and because water, the main ingredient of
sodas, is expensive to ship and is available locally. Smaller companies combine the syrup
production and bottling operations in one plant. For soft drink bottlers, the major raw
materials, aside from the flavored syrup, are corn syrup and containers -- glass bottles,
aluminum cans, or plastic bottles made from polyethylene terephthalate (PET).
Bottlers frequently operate sizable distribution systems, including warehouses and fleets
of specialized delivery trucks. Production and distribution volume is usually measured in
cases of 192 ounces, although actual cases of 12-ounce cans now contain 288 ounces.
Coca-Cola produces more than 4 billion cases of soft drinks per year; PepsiCo, over 3
billion. In addition to producing canned and bottled soft drinks, large manufacturers sell
sweetened syrups to restaurants and other retailers that produce the finished product at
the point of sale by mixing the syrup with carbonated water to produce fountain products.
About 35 percent of Coca-Cola's US product is in the form of fountain sales and 60
percent in bottled sales.
15 | P a g e

The manufacturing process for most non-soda beverages is usually more complicated
than the mix-carbonate-and-bottle soda process and therefore isn't usually handled by
local bottlers. In most cases, non-soda products are bottled by the manufacturer and
distributed through the same types of channels--wholesalers, distributors, brokers--used
by food manufacturers, although bottlers may also participate. Bottled waters, a rapidly
growing category of beverage, are either bottled at specific springs or made locally from
filtered tap water.
Manufacturers and bottlers typically operate under contracts, called Bottler Agreements,
that specify the territory within which the bottler has an exclusive right to make, sell, and
distribute the manufacturer's brand in bottles or cans. Fountain products are often sold
separately through wholesalers, under Distributor Agreements. Bottle and fountain
territories may overlap and bottlers may also be fountain distributors. Coca-Cola sells
products through about 80 local bottlers and 500 fountain wholesalers.
Bottler Agreements usually require that container and packaging materials be bought
from suppliers that are approved by the manufacturer, and that the bottlers not handle
competing products. Agreements also specify the price that the bottler must pay for
concentrate. The manufacturer has no control over the prices the bottler charges
customers, and usually isn't obligated to spend money for marketing or promotions in the
bottler's territory. Often, however, the manufacturer will provide marketing and
promotion support. In one year, for example, Coca-Cola provided about $600 million in
marketing support to Coca-Cola Enterprises, its largest bottler. Many Coke and Pepsi
bottlers hold perpetual contracts that can be terminated only for breach of contract.
The industry depends on technology for developing new products in the labs
and packaging product at the plants. Most bottling plants are highly automated with a
combination of mechanical automation and computerized robotics.
Sales & Marketing:Beverage manufacturers, bottlers, and wholesalers sell products through a variety of
channels, such as food and convenience stores, restaurants, vending machines, mass
16 | P a g e

merchandisers, and institutions, including schools and colleges. Soda bottlers typically
own local vending machines. The marketing approach to each of these channels is quite
different and often includes promotional spending. Large manufacturers may also sell
directly to national accounts and usually advertise on national or regional TV and in print.
Manufacturers typically produce a line of brands and often test and introduce new
products into the market through their existing distribution channels.
Target Segment Youth:The child/youth market is of crucial importance to drinks manufacturers as under-19s
constitute 20-30% of the population in western countries, making them a substantial and
lucrative consumer base. With many life-long consumption habits formed during youth,
gaining high penetration in the children's and teenagers' market is of key importance to
manufacturers with long-term ambitions and growth targets.
Targeting Soft Drinks to Youths enables companies to:

Assess the size of the soft drinks opportunity by age group

Understand children's values and motivations and their impact on the soft drinks
market

Develop incumbent market position through enhanced targeting and promotion

Assess trends in new product development in the children's market over the
course of the past 2 years

Combine business to business executive opinion and local field research

Analysis and Industry Challenges:

In order to survive in this environment, companies must consider the market trends that
will likely shape the industry over the next few years. This will help soft drink companies

17 | P a g e

to understand the challenges they will encounter and to turn them into opportunities for
process improvement, enhanced flexibility and, ultimately, greater profitability.

CHANNELS OF BEVERAGE INDUSTRY

18 | P a g e

The beverage industry is a multi-channel industry. Therefore, soft drink companies have
several types of customers with diverse characteristics:
Modern Trade/Large Chain Retailers
Greater power in negotiating purchases of concentrations and merges direct access to the
consumer and a tendency to protect this relationship from manufacturer intrusion Request
contributions and discounts from brand companies
Small Individual Retailers
Huge number of small point sales. Sometimes buy products directly through cash and
carry or modern trade

Indirect Channel (wholesalers)

Medium-sized organizations as a consequence of aggregation through consortia and
merging
19 | P a g e

Playing a fundamental role in beverage distribution

Possess critical information regarding individual points of sale in terms of volume,
assortment, presence of competitors beverages, etc.
Due to the complexity of the marketplace, the entire logistical chain must be able to
sustain brands, products and services coherently within the various channels, taking into
account differing points of sale and diverse customer needs. Additionally, each beverage
manufacturer must provide customers with an extensive set of packaging options,
including:

Tracking product in various package sizes

Special labeling requirements for customers

International/domestic packaging

Tracing / recall capabilities.

Statutory regulation is increasing.

Governments around the world are concerned about food safety and quality. Periodically,
safety failures make big news in the global press. Amid this growing concern, regulators
are cracking down on sanitation and a variety of other food-safety requirements.
Each soft drink company must take these industry challenges into consideration, as well
as its own strengths and market position, when looking for ways to drive innovation,
accelerate growth and increase margins.

4.2 COMPANY PROFILE

20 | P a g e

PEPSICO THE PARENT COMPANY

PepsiCo, Inc. is one of the world's largest food and beverage companies. The company's
principal businesses include:

Frito-Lay snacks

Pepsi-Cola beverages

Gatorade sports drinks

Tropicana juices

Quaker Foods

PepsiCo, Inc. was founded in 1965 through the merger of Pepsi-Cola and Frito-Lay.
Tropicana was acquired in 1998. In 2001, PepsiCo merged with the Quaker Oats
Company, creating the worlds fifth-largest food and beverage company, with 15 brands
each generating more than $1 billion in annual retail sales. PepsiCos success is the result
of superior products, high standards of performance, distinctive competitive strategies
and the high level of integrity of our people.
Pepsi-Cola North America, headquartered in Purchase, N.Y., is the refreshment beverage
unit of PepsiCo Beverages and Foods North America, a division of PepsiCo, Inc. PepsiCo
Beverages and Foods North America also comprises PepsiCo's Tropicana, Gatorade and
Quaker Foods businesses in the United States and Canada.
Pepsi-Cola North America's carbonated soft drinks, including: Pepsi, Diet Pepsi, Pepsi
Twist, Mountain Dew, Mountain Dew Code Red, Sierra Mist, and Mug Root Beer
account for nearly one-third of total soft drink sales in the United States.
Pepsi-Cola North America's non-carbonated beverage portfolio includes Aquafina, which
is the number one brand of bottled water in the United States, Dole single-serve juices
21 | P a g e

and So Be, which offers a wide range of drinks with herbal ingredients. The company
also makes and markets North America's best-selling, ready-to-drink iced teas and coffees
via joint ventures with Lipton and Starbucks, respectively.
OVERVIEW PEPSICO

Board of directors of PepsiCo-

Indra K. Nooyi
(Chairman of the Board and Chief Executive Officer)
Mitch Adamek
(Senior Vice President and Chief Procurement Officer)
Peter A. Bridgman
(Senior Vice President and Controller)
Richard Goodman
(Chief Financial Officer)
Wahid Hamid
(Senior Vice President, Corporate Strategy & Development)
Julie Hamp
(Senior Vice President, PepsiCo Communications)
Mehmood Khan
(Chief Scientific Officer)
Tessa Hilado
(Senior Vice President and Treasurer)
22 | P a g e

Ronald C. Parker
(Chief Diversity and Inclusion Officer)
Larry D. Thompson
(Senior Vice President, Government Affairs, General Counsel and Secretary)
Cynthia M. Trudell
(Senior Vice President and Chief Personnel Officer)
Michael D. White
(Chief Executive Officer, PepsiCo International and Vice Chairman, PepsiCo)

PEPSICO INDIA:
Logo:

Products:

23 | P a g e

Introduction:
PepsiCo entered India in 1989 and in the span of a little more than a decade it became the
country's largest selling soft drinks company. The Company has invested heavily in India
making it one of the largest multinational investors. The group has built an expansive
beverage, snack food and exports business and to support the operations are the group's
43 bottling plants in India, of which 15 are company owned and 28 are franchisee owned.
PepsiCo stays committed to providing its consumers with top quality beverages. Its
diverse portfolio of brands include the flagship cola brand - Pepsi; Diet Pepsi; 7Up;
Mirinda; Mountain Dew; Slice fruit drink; Tropicana brand 100% fruit juices in various
flavours; Aquafina packaged drinking water; Gatorade plus local brands Lehar Evervess
Soda, Dukes Lemonade and Mangola.

24 | P a g e

PepsiCo is also a dominant player in the snack food segment in India. PepsiCo's snack
food company Frito-Lay is the leader in the branded potato chip market. It manufactures
Lay's Potato Chips; Cheetos extruded snacks, Uncle Chips; traditional namkeen snacks
under the Kurkure and Lehar brands; and Quaker Oats.
PepsiCo is one of the largest MNC exporters in India and its export business consist of
three categories - agri business, commodities and Pepsi system sales. PepsiCo has made
significant investments with the Punjab Agriculture University to develop a
comprehensive agro-technology program that has helped thousands of farmers across
India improve the yield of their farms and the quality of their agricultural products.
PepsiCo has leveraged its knowledge in contract farming to develop seaweed cultivation
in Tamil Nadu and has partnered with the Government of Punjab to help farmers of the
state through the utilization of developed technology for citrus farming.
As part of its sustainable development initiatives, PepsiCo India has been a committed
leader in the promotion of rain water harvesting, water conservation recycling and the
reduction of effluent discharge. PepsiCo has also established zero waste centers and PET
recycling supply chains and assisted victims of natural disasters. PepsiCo stays dedicated
in its endeavor to develop community outreach programs by supporting rural water
supply schemes, administering medical camps in villages, providing computers to rural
schools and creating opportunities for women in rural areas through vocational training as
an alternate means of livelihood.

PepsiCo Mission
"To be the world's premier consumer products company focused on convenience foods
and beverages. We seek to produce healthy financial rewards to investors as we provide
opportunities for growth and enrichment to our employees, our business partners and the
communities in which we operate. And in everything we do, we strive for honesty,
fairness and integrity."
25 | P a g e

PepsiCo in India
PepsiCo entered India in 1989 and has grown to become one of the countrys leading
food and beverage companies. One of the largest multinational investors in the country,
PepsiCo has established a business which aims to serve the long term dynamic needs of
consumers in India.
PepsiCo India and its partners have invested more than U.S.$700 million since the
company was established in the country. PepsiCo provides direct employment to 4,000
people and indirect employment to 60,000 people including suppliers and distributors.
PepsiCo nourishes consumers with a range of products from treats to healthy eats that
deliver joy as well as nutrition and always, good taste. PepsiCo Indias expansive
portfolio includes iconic refreshment beverages Pepsi, 7 UP, Mirinda and Mountain Dew,
in addition to low calorie options such as Diet Pepsi, hydrating and nutritional beverages
such as Aquafina drinking water, isotonic sports drinks - Gatorade, Tropicana100% fruit
juices, and juice based drinks Tropicana Nectars, Tropicana Twister and Slice. Local
brands Lehar Evervess Soda, Dukes Lemonade and Mangola add to the diverse range
of brands. PepsiCos foods company, Frito-Lay, is the leader in the branded salty snack
market and all Frito Lay products are free of trans-fat and MSG. It manufactures Lays
Potato Chips, Cheetos extruded snacks, Uncle Chipps and traditional snacks under the
Kurkure and Lehar brands. The companys high fibre breakfast cereal, Quaker Oats, and
low fat and roasted snack options enhance the healthful choices available to consumers.
Frito Lays core products, Lays, Kurkure, Uncle Chipps and Cheetos are cooked in Rice
Bran Oil to significantly reduce saturated fats and all of its products contain voluntary
nutritional labeling on their packets.
The group has built an expansive beverage and foods business. To support its operations,
PepsiCo has 43 bottling plants in India, of which 15 are company owned and 28 are
franchisee owned. In addition to this, PepsiCos Frito Lay foods division has 3 state-ofthe-art plants. PepsiCos business is based on its sustainability vision of making

26 | P a g e

tomorrow better than today. PepsiCos commitment to living by this vision every day is
visible in its contribution to the country, consumers and farmers.
Performance with Purpose
Performance with Purpose articulates PepsiCo India's belief that its businesses are
intrinsically connected to the communities and world that surrounds it. Performance with
Purpose means delivering superior financial performance at the same time as we improve
the world.
To deliver on this commitment, PepsiCo India will build on the incredibly strong
foundation of achievement and scale up its initiatives while focusing on the following 4
critical areas that have a business link and where we believe that we can have the most
impact.
PEPSICO INDIA WITH RKJ GROUP
Vision
Being the best in everything we touch and handle.
Mission
Continuously excel to achieve and maintain leadership position in the chosen businesses;
and delight all stakeholders by making economic value additions in all corporate
functions.
It can be said with absolute certainty that the RKJ Group has carved out a special niche
for itself. Our services touch different aspects of commercial and civilian domains like
those of Bottling, Food Chain and Education. Headed by Mr. R. K. Jaipuria, the group
as on today can lay claim to expertise and leadership in the fields of education, food and
beverages.
The business of the company was started in 1991 with a tie-up with Pepsi Foods Limited
to manufacture and market Pepsi brand of beverages in geographically pre-defined

27 | P a g e

territories in which brand and technical support was provided by the Principals viz., Pepsi
Foods Limited. The manufacturing facilities were restricted at Agra Plant only.
Varun Beverages Ltd. is the flagship company of the group.The group also became the
first franchisee for Yum Restaurants International [formerly PepsiCo Restaurants (India)
Private Limited] in India. It has exclusive franchise rights for Northern & Eastern India.
It has total 46 Pizza Hut Restaurants & 1 KFC Restaurant under its company.
The group added another feather to its cap when the prestigious PepsiCo International
Bottler of the Year award was presented to Mr. R. K. Jaipuria for the year 1998 at a
glittering award ceremony at PepsiCos centennial year celebrations at Hawaii, USA. The
award was presented by Mr. Donald M. Kendall, founder of PepsiCo Inc. in the presence
of Mr. George Bush, the 41st President of USA, Mr. Roger A. Enrico, Chairman of the
Board & C.E.O., PepsiCo Inc. and Mr. Craig Weatherup, President of Pepsi Cola
Company.
MARKETING MIX / 4 PS FOR PEPSICO
Marketing Mix has been defined as the set of marketing tools that a firm uses to pursue
its marketing objectives. These tools are classified into four broad groups, namely,
Product, Price, Place and Promotion.
Marketing mix decisions should be made to influence trade channels as well as final
consumers. A firm can alter any of the four Ps accordingly, including changes in the
product and distribution channel as well.
The four Ps represent the sellers view of the marketing tools available for influencing
buyers. Whereas from a buyers point of view, each marketing tool is designed to deliver a
customer specific benefits according to his or her requirements

Marketing Variables: The Four P Components of the Marketing Mix

Product
Prod. Variety
Quality
Design
Features
Brand Name
Packaging
Sizes

Price

Promotion

List Price
Discounts
Allowances
Payment period
Credit Payments

Sales
Promotion
Advertising
Sales Force
Pubic Relations
Direct
Marketing

Place
Channels
Coverage
Assortments
28 | P a g e
Locations
Inventory
Transport

Four Ps

29 | P a g e

PRODUCT
Pepsi offers different variety of products ranging from carbonated to Non Carbonated
Soft Drinks. These include
S. No. Products

200ml 250ml 300ml 330ml 500ml 600ml

1000ml 1200ml

2000ml
1

Pepsi

2.

Pepsi diet

3.

Pepsi Gold

4.

Mirinda

5.

Mirinda Lime

6.

M. Sorbet

7.

7 up

8.

M. Dew

9.

Pepsi Can

10.

7 Up Can

11.

Mirinda Can

30 | P a g e

12.

M. Dew Can

13.

Diet Can

14.

Slice

15.

Aquafina

16.

Tropicana

17.

Everest Lehar

Product Quality:

This is one of the most important aspects that any Co. needs to address. Specially in the
case of Pepsi this is even more important because of the controversies and claims
regarding the CSE report on Pesticides in Pepsi. Therefore pepsi has to maintain stringent
quality norms and standards and norms. Pepsi does that by following one quality standard
worldwide and according to the official website of pepsi, the Co. maintains that :
At every level of Pepsi-Cola Company, we take great care to ensure that the highest
standards are met in everything we do. In our products, packaging, marketing and
advertising, we strive for excellence because our consumers expect and deserve nothing

31 | P a g e

less. We promise to work toward continuous improvement in all areas of our

organization.
At every step of our manufacturing and bottling process, strict quality controls are
followed to ensure that Pepsi-Cola products meet the same high standards of quality that
consumers have come to expect and value from us. We also follow strict quality control
procedures during the manufacturing and filling of our packages. Each bottle and can
undergoes a thorough inspection and testing process. Containers are then rinsed and
quickly filled through a high-speed, state-of-the-art process that helps prevent any foreign
material from entering the product. Additional quality control measures help to ensure the
integrity of Pepsi-Cola products throughout the distribution process, from warehouse to
store shelf.
Brand Name:
This is the most important thing any Co. in this Business needs to do if it wants to remain
and succeed in the Business. Pepsi has successfully done that for so many years. Pepsi
has targeted the youth and has invested heavily in advertising and building a brand image
(by launching several campaigns and roping in mega stars such as Shahrukh, Sachin,
Ganguly, Rahul Dravid, Ranbeer Kapoor etc.) that attracts to the youth and this is one of
the main reason for the success of Pepsi.
Packaging and Size:
The products are available in packaging and sizes. This is done to facilitate the use
according to the requirements of the Customer. Different packaging also affects the usage
pattern of the product in various markets. e. g. sale of 2 lt. bottles is high in areas in
which middle and high income group customers stay. But the sale of 200 and 300 ml
bottles is high in areas where people in the lower income group bracket stay. The sale of
600 ml bottles is high in areas where students etc. stay. Different packaging is also
provided for different products like Tetra Packs, Pet Bottles and Glass Bottles (in 200 and
300 ml).

32 | P a g e

Services, Warranties, Returns:

There are no warranties and services (post sales) provided for these products but there is
provision of returns in case there is any problem with the product, e.g. leak or burst
bottle, half filled bottle etc. The pet or plastic bottles are returned the same day and a
replacement is provided for the same but in the case of glass bottles the retailer has to
collect all the burst bottles and return it to the salesman around 25 th of every month to get
a replacement.

PRICE

List Price: The Price of each product is fixed and there is no discrepancy. Salesmen are
not authorized to make any change, alteration or give discounts unless authorized by the
Company.
Discounts: Discounts are provided to Wholesalers and Slums but there is no discount for
retailers. The discounts are negotiated directly with the Company and the C&F or the
Distributor point is not involved in the price negotiation.
Allowances: Allowances are given to salesmen on achieving their daily targets. This
target is given to every Salesman every day before he goes on his designated route. The
Depot In charge (Sr. C E / C E) gives the target to every salesman in consultation with the
TDM.
Payment period and Credit terms: No credit is provided. The payment procedure is not
flexible as the retailers are required to make on the spot payments. At times, they defer
the payment and in that case, the Salesman either shows a shortage or pays the rest of the
amount by himself. The wholesalers are also required to make in advance but at times
they also defer the payment and make the payment at a later date.

33 | P a g e

PLACE

Channels: Channels are independent organizations involved in the process of making a

product or service available for use or consumption. There are different intermediaries in
channels that facilitate the availability of goods to the consumer.
Coverage: Two things come under market coverage. These are Market Reach and Market
Penetration.
Market Reach can be termed as accessibility and Market Penetration can be termed as
Frequency.

PROMOTION

Sales Promotion: This is the most frequently used form of promotion which is used to
increase the sale of the selected product. These promotions are used from time to time
depending upon the sale of the products. If the sale of any particular product declines or
shows a declining trend then a suitable Sales Promotion Campaign is launched to
increase the sale of that product.
Advertising: Advertising is done by PepsiCo. COBO (Company owned Bottling
Operations) and FOBO (Franchisee owned Bottling Operations) have no say in the
advertising campaigns and their planning. The advertising account of Pepsi is handled by
JWT (J Walter Thomson) in association with the Corporate office of PepsiCo India.
Sales Force:
There is a dedicated sales force at every C&F and Distributor point. Every Salesman is
assigned a specific route that he has to cover every day. The Salesman has to take care of
34 | P a g e

all the Shops on the designated route and address and inform (to the Sr. CE / CE) about
any issue any retailer has on the route. The Salesmen are also assigned the task of
providing all the information to the retailers regarding the daily schemes and the details
of all the promotion schemes launched from time to time. These include informing the
retailer about the promotional scheme, registration for the scheme, terms and conditions
of the scheme etc. The Salesman is also assigned the task of registering maximum
possible outlets on his assigned route.
Public relation:
This is one important aspects related to the success of PepsiCo in India. Pepsi believes in
maintaining good and healthy relations with all its Channel partners and every other
person in the value chain. This has helped Pepsi in maintaining an extremely competitive
position in the market in spite of the continuous onslaught from Coca Cola.

INTERNATIONAL HISTORY OF PEPSICO

1893--Caleb Bradham, a young pharmacist from New Bern, North Carolina, begins
experimenting with many different soft drink concoctions; patrons and friends sample
them at his drugstore soda fountain.
1898--One of Caleb's formulations, known as "Brad's Drink," a combination of
carbonated water, sugar, vanilla, rare oils and cola nuts, is renamed "Pepsi-Cola" on
August 28, 1898. Pepsi-Cola receives its frist logo.
1902-- Bradham applies for a trademark with the U.S. Patent Office, Washington D.C.,
and forms the first Pepsi-Cola Company.
1905--Pepsi-Cola's first bottling franchises are established in Charlotte and Durham,
North Carolina. Pepsi receives its new logo, its first change since 1898.

35 | P a g e

1934--A landmark year for Pepsi-Cola. The drink is a hit and to attract even more sales,
the company begins selling its 12-ounce drink for five cents (the same cost as six ounces
of competitive colas).
Caleb Bradham, the founder of Pepsi-Cola and "Brad's Drink," dies at 66 (May 27th,
1867-February 19th, 1934).
1941-The New York Stock Exchange trades Pepsi's stock for the first time.
In support of the war effort, Pepsi's bottle crown colors change to red, white, and blue.
1960-Young adults become the target consumers and Pepsi's advertising keeps pace with
"Now it's Pepsi, for those who think young."
1963- Pepsi-Cola continues to lead the soft drink industry in packaging innovations,
when the 12-ounce bottle gives way to the 16-ounce size. Twelve-ounce Pepsi cans are
first introduced to the military to transport soft drinks all over the world.

1965-Expansion outside the soft drink industry begins. Frito-Lay of Dallas, Texas, and
Pepsi-Cola merge, forming PepsiCo, Inc. Military 12-ounce cans are such a success that
full-scale commercial distribution begins.
1970-Pepsi introduces the industry's first two-liter bottles. Pepsi is also the first company
to respond to consumer preference with light-weigh, recyclable, plastic bottles.
1984-Pepsi advertising takes a dramatic turn as Pepsi becomes "the choice of a New
Generation."
1985-After responding to years of decline, Coke loses to Pepsi in preference tests by
reformulating. However, the new formula is met with widespread consumer rejection,
forcing the re-introduction of the original formulation as "Coca-Cola Classic." The cola

36 | P a g e

war takes "one giant sip for mankind," when a Pepsi "space can" is successfully tested
aboard the space shuttle.
1991- Pepsi introduces the first beverage bottles containing recycled polyethylene
terephthalate (or PET) into the marketplace. The development marks the first time
recycled plastic is used in direct contact with food in packaging.
1992- Pepsi-Cola and Lipton Tea Partnership is formed. Pepsi will distribute single serve
Lipton Original and Lipton Brisk products.
1994- Pepsi Foods International and Pepsi-Cola International merge, creating the
PepsiCo Foods and Beverages Company.
1997-- PepsiCo. announces that it will spin off its restaurant division to form Tricon
Global Restaurants, Inc. Including Pizza Hut, Taco Bell, & KFC, it will be the largest
restaurant company in the world in units and second-largest in sales.
1998-- Pepsi celebrates its 100th anniversary.

37 | P a g e

SWOT ANALYSIS
After doing 50 days field work and survey I can take it out the SWOT analysis for
VARUN BEVERAGES LTD. and PEPSI Brand.
Strength

VARUN Beverages Ltd. is Franchisee Owned Bottling Organization

(FOBO) of worlds famous cold drink company Pepsi.

VBL uses state art and fully automatic machines and technology for the

production and bottling of the soft drink.

It has a very strong network and built market and currently holds all the

parts of the state.

It has wide range of product varieties & takes back breakage, burst bottles

etc.
Though it has strong brand equity, brand image, it can survive in the most

competitive situation.
It has built market & market share and holds more % with respect to its

competitors.
Customer retention and satisfaction after sales is good.

Weakness
No cost cutting program for the products.
Promotional activities in the rural market are not up to the mark as
compared to the urban market.
Brand Pepsi in the cola flavor is one of the popular lagging behind its

nearest competitor, only due to high sugar content and less thrilling taste.
Lacking of communication with retailers.
Timing of distribution is not very good.
The cooling system is not distributed properly.
Opportunities
38 | P a g e

 Although in the cola market there are many competitors, Pepsi still has the
opportunity to enlarge its market share because the cola in the market is
quite monotonic. Most of the end user is young people. There are still
some people who do not like the taste of the cola. So we can try to provide
some other taste of cola such as adding some lime juice. We can change
the flavor in order to meet different taste of different people.
New innovative idea for advertisement like road show like bheja fry 7up
try & mountain dew campaign.

Threats

As to the threats, all of us know that Pepsi-Cola and Coca-Cola have the
competition for about 80 years. Although Pepsi-Cola have won several
times during this competition. The market share of Pepsi-Cola is a little bit

smaller than Coca-Cola.

There is another threat now a days, some local cold drinks such as Fruit

bear,parle and Saras Dairy have takes their feet in the market.
One of the products of their competitors in clear lime and lime flavor as a

very good in market share due to its taste.

Coca-Cola is now spending more & more to boost up the market share &
sale.

SALES AND DISTRIBUTION NETWORK OF PEPSICO INDIA

39 | P a g e

COMPANY

COBO

FOBO

WAREHOUSE

C&F

DISTRIBUTOR

SMEN

SMEN

WHOLESALER

SLUMS

RETAILER

RETAILER

CUSTOMER

CUSTOMER

40 | P a g e

Initially the focus of the Company remains on reaching all the markets and then the
Company shifts its focus on increasing the frequency of sales in the respective markets so
that the sales and profitability of the Company can be increased.

Company (PepsiCo): PepsiCo India provides the salt to all the bottling plants in the
Country that carry out the bottling operations.
COBO: These are Company owned bottling operations operating directly under the
Company. Out of 32 bottling plants, PepsiCo owns 15.
FOBO: These are Franchise owned bottling operations. R K Jaipuria group does all the
franchisee-bottling operations for PepsiCo India; currently R K J Group has 17 bottling
plants for Pepsi.
Warehouses: These are Company or franchisee owned warehouses spread over various
locations that cover the respective territories and come under the purview of their
respective Area or Territory Offices. Stocks are sent from the bottling plants to these
warehouses, from where they are sent to the C & F centers and Distributor Points.
C & F Centers: These are the biggest centers in the distribution network and receive
proper assistance from the Company (either COBO or FOBO). The C & F center is
owned by a private player and not by the Company. The vehicles (Delivery Vans) are
owned by the Company, and the Salesmen at the C & F points are on the Company
Payroll.
Distributors: These are small, compared to C & F centers. Everything at the Distributor
point owned and managed by the distributor, even the salespersons are on the Distributors
payroll.
41 | P a g e

Wholesalers: These are smaller than C & F centers and Distributor points and get the
stock directly from the Company or Franchisee. They get their stock directly from the
Company and thus get special rates and extra discounts from the Company.

CHAPTER-5
CONCEPTUAL
BACKGROUND
42 | P a g e

CONCEPTUAL BACKGROUND
Satisfactionsatisfaction measures how well a company's products or services meet or exceed
individual expectations. These expectations often reflect many aspects of the company's
business activities including the actual product, service, company, and how the company
operates in the global environment. Satisfaction measures are an overall psychological
evaluation that is based on the individual lifetime of product and service experience.
Satisfaction Measurement: Overall Measures of Satisfaction-Satisfaction measures
involve three psychological elements for evaluation of the product or service experience:
cognitive (thinking/evaluation), affective (emotional-feeling/like-dislike) and behavioral
(current/future,actions).
Customer satisfaction usually leads to customer loyalty and product repurchase. But
measuring satisfaction is not the same as measuring loyalty. Satisfaction measurement
questions typically include items like:
1. An overall satisfaction measure (emotional):
Satisfaction is a result of a product related experience and this question reflects
the overall opinion of a consumer's experience with the product's performance.
Note that it is meaningful to measure attitudes towards a product that a consumer
has never used, but not satisfaction for a product or brand that has never been
used.
2. A loyalty measure (affective, behavioral):
43 | P a g e

3. A series of attribute satisfaction measures (affective and cognitive):

Satisfaction and attitude are closely related concepts. The psychological concepts
of attitude and satisfaction may both be defined as the evaluation of an object and
the individual's relationship to it. The distinction is that satisfaction is a "post
experience" evaluation of the satisfaction produced by the product's quality or
value.
4. Intentions to repurchase (behavioral measures):
Satisfaction can influence post-purchase/post-experience actions other than usage
(such as word of mouth communications and repeat purchase behavior).
Additional post-experience actions might include product or information search
activity, changes in shopping behavior and trial of associated products.
As shown in Figure, customer satisfaction is influenced by perceived quality of product
and service attributes, features and benefits, and is moderated by customer expectations
regarding the product or service. Each of these constructs that influence customer
satisfaction need to be defined by the researcher.

44 | P a g e

How to satisfy a RetailerProviding better goods and services to retailers.

Proper distribution of products.
By providing good margin on purchasing of the products.
To provide new schemes, discounts, gifts and offer to retailers.
Creating brand loyalty through timely delivery of goods and in right amout.
To solving the problems of the retailers regarding credit facilities, sales person,
information and profit margin.

45 | P a g e

Product
Product is the need-satisfying offering of a firm. Anything that can be offered to a
market for attention, acquisition, use, or consumption that might satisfy a want or need,
include physical objects, persons, organizations, and ideas is called product.
A product represents the promise a company makes to satisfy one or more physiological
need of the market at a given moment.
Way of defining a productProduct- variety, quality, design, features, brand name, packaging, sizes, services,
warranties and returns.
Classification of the product1. Durability and tangibilityDurable goods
Non durable goods
2. Industrial goodsMaterial and parts
Capital items
Dimensions of product mixWidth- different product lines.
Length- total no. of items in mix.
Depth- variants offered of each product in the line.
Consistency- closely related the various product lines are in end use.
ServiceService is any act or performance that one party can offer to another that is essentially
intangible and does not result in any ownership of anything. Its production may or may
not be tied to physical products.
Services are known as three extended ps of marketing mixPeople- Selection, training, and motivation of employees.
Process- Service companies can choose different processes to deliver their service.
Physical evidence- Actual experience of service.
Characteristics of services46 | P a g e

1. Intangibility- services are intangible in nature which cannot be seen. Tasted, felt,
heard, or smelled before purchase.
2. Inseparability- services are produced and consumed simultaneously, these are not
separated from the manufacturer.
3. Variability- it is also called as heterogeneity. Services highly variable in nature.
4. Perishability- services cannot be stored for sale in future because these are
perishable in nature.
Some types of servicesBanking and Stock broking.
Health care.
Insurance.
News and Entertainment.
Transportation.
Postal service.
Education.
Professional( law, architecture, consulting)
Wholesaling and Retailing.

CHAPTER-6
47 | P a g e

RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY

Research is an art of scientific investigation. It is defined as A careful investigation or

enquiry especially through search for new facts in any branch of knowledge.
Research methodology is considered as the nerve of the field work or any project. Without
proper well organized research plan, it is impossible to complete the project and reach to
any conclusion. The project was based on the survey plan. The main objective of survey
48 | P a g e

was to collect appropriate data, which work as a box for drawing conclusion and getting
result.
Therefore, research methodology is the way to systematically solve the research problem.
Research methodology not only talks of the methods but also logic behind the methods used
in the context of a research study and it explains why a particular method has been used in
the preference of the other methods.
Definition
Marketing research is a systematic gathering, recording and analysis of marketing problem
to facilitate decision making.

Coundiff & Still

Marketing research is a systematic problem analysis, model building and fact finding for
the purpose of important decision making and control in the marketing of goods and
services.

Phillip Kotler

MAIN STEPS INVOLVED IN MARKETING RESEARCH

Defining the Marketing Problem to be tackled and identifying the market research problem
involved in the task.
(1)

Define the problem and its objectives.

(2)

Identify the problem.

(3)

Determine the information needed.

(4)

Determine the sources of information.

(5)

Decide research methods.

(6)

Tabulate, Analyze and Interpret the data.

(7)

Prepare research report.

(8)

Follow-up the study.

Descriptive research
It is well structured. It can be complex a high degree of scientific skill on the demanding a
high degree of scientific skill on the part of the researcher. It can be taken in certain
circumstances. When the researcher is interested in knowing the characteristic of certain
groups such as age, sex, education level, occupation or income a descriptive study may be
necessary.
RESEARCH DESIGN
49 | P a g e

Research design is important primarily because of the increased complexity in the market as
well as marketing approaches available to the researchers. In fact, it is the key to the
evolution of successful marketing strategies and programmers. It is an important tool for
study buyers behavior, consumption pattern, selling pattern, brand loyalty, and focus
market changes.
SAMPLING METHOD
Sample design is a definite plan of obtaining some items from the whole population. The
sample design used in this project is two state sampling i.e. cluster sampling and
convenience sampling. The total sample size was 300 retailers.
Convenience sampling
This type of sampling is chosen purely on the basis of convenience and according to
convenience. Researcher visited retailers, malls stores.
SAMPLING DESIGN
Survey for Retailers
Sampling techniques

Non probability sampling (Convenience)

Sample unit

Retailers those are selling soft drinks.

Sample size

300 retailers.

Method

Interview through structured Questionnaire.

Data analysis method

Pie chart, Bar, Percentage.

Area of survey

Jodhpur city

Data-sourcesRetailers/Dealers (Cold drinks stalls, Ice stalls, Hotels, Restaurants Sweet shop, Pan
Shop, General Stores, Telephone Booths etc.) Depot internal Companys Records etc.
DATA COLLECTION METHOD

50 | P a g e

There are two types of data Viz., Primary Data and Secondary Data. The primary data are
those which are collected a fresh and for the first time and thus happen to be original in
character. The secondary data, on the other hand, are those which have already been passed
through statistical process while doing our research I had taken the help of both primary
data as well as secondary data for analyzing the results.
METHOD FOR COLLECTING PRIMARY DATA
During survey the primary data collected from structured Questionnaire. In this survey
method a questionnaire is personally given to the respondent from the selected sample
with a request to answer the questions and return the questionnaire. A questionnaire
consists of number of questions relevant to the research problem, printed or typed in a
definite order on the form or sets of forms. The questionnaire is personally provided to
respondents under the guidance of the researcher, who are then expected to read,
understand and write down the reply in the space meant for answering various questions
in the questionnaire itself.
SOURCES FOR COLLECTING SECONDARY DATA
Secondary data collected from various magazines, internet and various books. For the
collection of secondary data various articles and researches from news journals, company
internal records, and personal researches relevant to the research problem have been
included.
All the findings and conclusion obtained on the survey done in the working area. With the
limit, I tried my best to select the sample representative of the whole group. During my
job training I maintained different routes during my dealer survey. I have collected data
from the Depot of JODHPUR under the organization itself.
QUESTIONNAIRE
This is the most popular tool for the data collection. Researcher designed questionnaire
according to the topic and objective of the research project, researcher used three type
questionnaire methods into data collection, i.e.
Multiple choice questions
Open end questions
Dichotomous
51 | P a g e

Multiple Questions
Multiple questions researcher used because many option in this kind of questions and easy
for getting response from respondent. Researcher used 16 multiple questions.
Questions of this type offer the respondents an alternative to choose the right answer among
others. It is faster, time saving and less biased. Its also simplifies the tabulating process.
Open end Questions
Open end question basically put know about respondent answer in there form, but most of
the respondent just blank it, and go with another question. One open end question used in
this project.
In this type respondent are free to answer in their own words and express the ideas they
think are relevant
Dichotomous
Dichotomous question very simple and any one can able to answer that particular question
teenage, young and old. Two dichotomous questions used in this project.
These are the questions which are Boolean in nature. These answers are straightforward and
respondent have to answer them in a straight way. That means the answer can only be either
Yes or No.

52 | P a g e

CHAPTER-7
DATA ANALYSIS
AND
INTERPRETATION

DATA ANALYSIS
STOCK AND SALE OF SOFT DRINKS
RESULT
YES
NO
TOTAL

NO. OF RETAILERS
300
11
311

%
96%
4%
100%
53 | P a g e

STOCK AND SALE

11
YES
NO
3rd Qtr
4th Qtr

300

Interpretation:96% retailers stock and sale the soft drinks.

Rest 4% retailers did not sale the soft drinks.
Inference:From this above chart researcher found that majority of retailers stock and sale soft
drinks.

BRAND OF SOFT DRINK YOU STOCK IN YOUR OUTLET

SOFT DRINK BRANDS
PEPSI
COKE
PARLE
OTHER

NO. OF RETAILERS
(OUT OF 300)
300
244
90
20

%
100%
81%
30%
7%

54 | P a g e

SOFT DRINKS AVIALABLE

1

100%
90%

0.81

80%
70%
60%

% OF RETAILERS

Column2

50%
40%

0.3

30%
20%
10%

0.07

0%
PEPSI COKE PARLE OTHER
.

Interpretation:100% of retailers stock Pepsi.

81% of retailers stock Coke.
30% of retailers stock Parle drinks.
And remaining 7% retailers maintain stock of other soft drinks.
Inference:From the above bar graph the researcher found that sale of Pepsi soft drink products is
higher than other soft drinks.

PRODUCTS OF PEPSI MAINLY SOLD BY YOU

PRODUCTS
PEPSI-7UP
PEPSI-DEW
PEPSI-MIRINDA
ALL
TOTAL

NO.OF RETAILERS
41
13
34
212
300

%
14%
4%
11%
71%
100%

55 | P a g e

PEPSI PRODUCTS SOLD

80%

71%

70%
60%
50%
40%

% OF RETAILERS

Column2

30%
20%

14%

10%

11%
4%

0%

Interpretation:Out of 300 retailers14% retailers sold the product combination of Pepsi and 7up.
4% retailers sold the Pepsi and Dew.
11%retailers sold combination of Pepsi and Mirinda products.
Rest 71% retailers sold combination of all the products together.
Inference:From the analysis the researcher found that the percentage of all products sold was very
high as compare to other combination.
PEPSI PRODUCTS MAINLY STORED AND SOLD AS PER VOLUME OF PACK
PACK
RETAILERS
%

200 ML
23
8%

300 ML
137
46%

500 ML
67
22%

2LTRS
73
24%

TOTAL
300
100%

56 | P a g e

PACK STORED AND SOLD

450%
400%
350%
300%
250%

% OF RETAILERS

Column2

200%
150%
100%
50%

46%

8%

0%

200ML

300ML

22%
500ML

24%
2LTRS

Interpretation:Out of 300 retailers8% retailers sold 200ml packs.

46% retailers sold 300ml packs.
22% retailers sold 500ml packs.
24% retailers sold 2ltrs packs.
Inference:From this question it was observed that the pack of 300 ml. was more stored and sold by
the retailers which is followed by pack of 2 ltrs.

KIND OF SIGN BOARD 0F PEPSI PROVIDED BY THE COMPANY

SIGN
BOARD
RETAILERS
%

GLOW
SIGN
BOARD
55
18%

FLEX
BOARD
195
65%

DEALERS
BOARD
43
15%

NO SIGN
BOARD

TOTAL

7
2%

300
100%
57 | P a g e

SIGN BOARD

14% 2%

18%

GLOW SIGNBOARD
FLEX BOARD
DEALERS BOARD
NO SIGN BOARD

65%

Interpretation:Out of 300 retailers18% retailers had glow signboard provided by Pepsi.

65%retailers had flex signboard.
15% retailers had dealers board on their outlet.
Remaining 2% retailers did not have any signboard.
Inference:From this question the researcher found that Pepsi had provided maximum no. of flex
sign board to retailers which is followed by glow sign board.

AVAILABILITY OF PEPSI VISI COOLER

VISI COOLER
NO. OFRETAILERS
%

YES
209
70%

NO
91
30%

TOTAL
300
100%

58 | P a g e

VISI COOLERS AVAILABLE

30%

YES
NO

70%

Interpretation:Out of 300 retailers59 | P a g e

70% retailers had Pepsi visi coolers.

30% retailers did not have visi coolers of Pepsi.
Inference:From the above pie chart, it was found that majority of the retailers had Pepsi visi
coolers.

SATISFIED WITH THE SERVICES RENDERED BY PEPSI SALES MAN

SATISFACTION
LEVEL

HIGHLY
SATISFIED

SATISFIED

NEUTRAL

DIS
SATIFIED

TOTA
L

35

HIGHLY
DIS
SATISFIED
16

NO. OF
RETAILERS
%

48

178

23

16%

59%

8%

12%

5%

100%

300

SERVICES OF PEPSI SALES MAN

59%
60%
50%
40%

% OF RETAILERS

30%
20%

Column2

16%

10%
0%
HIGHLY SATISFIED

12%
8%

NEUTRAL

5%

HIGHLY DIS SATISFIED

Interpretation:16% retailers were highly satisfied with the services rendered by Pepsi sales man.
60 | P a g e

59% were satisfied and 12% were not satisfied with the sales man of Pepsi.
Inference:It was found that most of the retailers were satisfied with the services provided by the
sales man.

ORDERED GOODS RECEIVED ON RIGHT TIME AND IN RIGHT QUANTITY

TIME PERIOD
NO. OF
RETAILERS
%

ALWAYS
230

SOMETIMES
34

NEVER
36

TOTAL
300

77%

11%

12%

100%

RECEIVED GOODS ON TIME AND IN RIGHT QUANTITY

80%

77%

70%
60%
50%

% OF RETAILERS

Column2

40%
30%
20%

11%

12%

10%
0%
ALWAYS SOMETIMES

NEVER

Interpretation:Out of 300 retailers77% retailers received the ordered goods on time.

61 | P a g e

11% retailers sometimes received on time and 12% retailers never received on time.
Inference:So the researcher observed that Pepsi provided goods on right time and in right quantity
as it is mention in the above chart.

FREQUENCY OF PEPSI SALESMANS VISITS AT STORE

FREQUENCY
OF VISITING
NO. OF
RETAILERS
%

DAILY

WEEKLY

FORTNIGHTLY

NEVER

TOTAL

169

ALTERNATIVE
DAYS
71

24

28

300

56%

24%

8%

9%

3%

100%

FREQUENCY OF VISITING AT STORE

60%
50%
40%
FREQUENCY OF 24%
VISITING
30%

% OF RETAILERS
20%
8%
10%
0%

9%
3%

56%

62 | P a g e

Interpretation:Out of 300 retailers56% of retailers responded that Pepsi sales man visits on daily basis.
24% retailers responded that Pepsi sales man visits on alternative days.
Weekly visits for 8% retailers and fortnightly visits for 9% retailers.
3% retailers responded that sales man never visits at store.
Inference:From this question it was observed that the Pepsi sales man visited the store more on
daily basis which is followed by alternative days visits.

SATISFACTION LEVEL WITH PEPSI SALES PERSON

SATISFACTION
LEVEL
NO. OF
RETAILERS
%

HIGHLY
SATISFIED
55

SATISFIED

DIS
SATISFIED
67

HIGHLY DIS
SATISFIED
12

TOTAL

128

NEUTRA
L
38

18%

43%

13%

22%

4%

100%

300

63 | P a g e

SATISFACTION LEVEL WITH SALES PERSON

43%

45%
40%
35%
30%
25%

% OF RETAILERS 20%

22%

SATISFACTION LEVEL
18%
13%

15%
10%

4%

5%
0%
HIGHLY SATISFIED

NEUTRAL

HIGHLY DIS SATISFIED

Interpretation:Out of 300 retailers18% retailers were highly satisfied with sales person.
43% retailers were satisfied with sales person.
22% retailers were dissatisfied and 4% retailers were highly dissatisfied with sales
person.
Inference:The researcher found that more no. of retailers was satisfied with the sales person which
is followed by the dissatisfied retailers.

SATISFIED WITH THE INFORMATION PROVIDED BY THE PEPSI SALES

PERSON REGARDING NEW SCHEMES AND DISCOUNTS
SATISFACTION
LEVEL
NO. FO
RETAILERS
%

HIGHLY
SATISFIED
119

SATISFIED

NEUTRAL

HIGHLY DIS
SATISFIED
1O

TOTAL

23

DIS
SATISFIED
68

80

39%

27%

8%

23%

3%

100%

300

64 | P a g e

SATISFACTION WITH INFORMATION ON NEW SCHEMES AND DISCOUNTS

45%
40%

39%

35%
30%

27%

25% SATISFACTION LEVEL

23%

% OF RETAILERS 20%
15%
10%

8%

5%

3%

0%
HIGHLY SATISFIED

NEUTRAL HIGHLY DIS SATISFIED

Interpretation:Out of 300 retailers39% retailers were highly satisfied with the information provided by the sales man
regarding to new schemes and discounts.
27% were satisfied and 23% were dissatisfied with the sales man.
3% were highly dissatisfied.
Inference:From this question the researcher found that the retailers were highly satisfied with the
information provided regarding to new schemes and discounts by Pepsi sales man.
SCHEME OF PEPSI YOU LIKE MOST
SCHEMES
NO.OF
RETAILERS
%

REFILLING
SCHEME
125

SCRATCH
CARD
19

FREE
BOTTLE
90

DISPLAY
SCHEME
66

TOTAL

42%

6%

30%

22%

100%

300

65 | P a g e

SCHEMES

22%

REFILLING SCHEME
SCRATCH CARD

42%

FREE BOTTLE
DISPLAY SCHEME

30%
6%

Interpretation:Out of 300 retailers42% retailers like refilling scheme.

30% retailers like free bottle scheme.
Display scheme for 22% of retailers.
Scratch card scheme for rest 6% of retailers.
Inference:It was found that more no. of retailers preferred refilling scheme which is followed by
free bottle scheme.

SATISFIED WITH THE CREDIT FACILITIES PROVIDED BY PEPSI

SATISFACTION
LEVEL

HIGHLY
SATISFIED

SATISFIED

NEUTRAL

DIS
SATISFIED

HIGHLY DIS
SATISFIED

TOTA
L

NO. OF
RETAILERS
%

35

75

28

144

18

300

12%

25%

9%

48%

6%

100%

66 | P a g e

CREDIT FACILITIES PROVIDED BY PEPSI

48%

50%
45%
40%
35%
30%

% OF RETAILERS

25%
Column2

25%
20%
12%

15%

9%

6%

10%
5%
0%
HIGHLY SATISFIED

NEUTRAL

HIGHLY SATISFIED

Interpretation:48% retailers were dissatisfied with the credit facilities provided by Pepsi.
25% retailers were satisfied with credit facilities.
12% were highly satisfied and 6% retailers were highly dissatisfied with credit facilities
of Pepsi.
Inference:From this question the researcher found that more no. of retailers were dissatisfied with
the credit facilities given by Pepsi.

SATISFIED WITH THE DISPLAY AND SEASONAL SCHEMES OF PEPSI

SATISFACTION
LEVEL

HIGHLY
SATISFIED

SATISFIED

NEUTRA
L

DIS
SATISFIED

TOTAL

63

HIGHLY
DIS
SATISFIED
21

NO. OF
RETAILERS
%

52

135

29

17%

45%

10%

21%

7%

100%

300

67 | P a g e

DISPLAYAND SEASONAL SCHEMES

45%
40%
35%
30%
25%
20%

% OF RETAILERS

15%
10%

45%
Column2
21%

17%

10%

5%
0%

7%

Interpretation:45% retailers were satisfied with the display and seasonal schemes of Pepsi.
21% retailers were dissatisfied with the display and seasonal schemes of Pepsi.
17% were highly satisfied and 7% were highly dissatisfied with the Pepsi display and
seasonal schemes.
Inference:From the above question the researcher observed that more no. of the retailers were
satisfied with the display and seasonal schemes provided by Pepsi which is followed by
dissatisfied retailers.

RATING OF PEPSI PRODUTS AND SERVICES ON CERTAIN PARAMETERS

PARAMETERS/
RATINGS

HIGHLY
SATISFIED

SATISFIED

NEUTRAL

DIS
SATISFIED

HIGHLY DIS
SATISFIED

TOTAL

STOCK
DELIVERY
EMERGENCY
ORDER

83

135

36

28

18

300

34

111

45

54

56

300

68 | P a g e

AVAILABILITY
OF PACKS

65

123

22

58

32

300

SCHEMES AND
OFFERS

105

79

41

56

19

300

PARAMETERS OF RATING

83

137
123
105 111
65

34

79

58
56 56
45 41 54
36
32
28
22
18 19

NO. OF RETAILERS

STOCK DELIVERY

EMERGENCY ORDER

AVAILABILITY OF PACKS

SCHEMES AND OFFERS

.

Interpretation:137 retailers were satisfied with stock delivery, 123 retailers satisfied with availability of
packs,105 retailers were highly satisfied with schemes and offers, 111 retailers were
satisfied with emergency order. These are the highest parameters rating of Pepsi products
and services.
Inference:From the above graph the researcher found that more no. of retailers was highly satisfied
with the schemes and offers given by Pepsi. The retailers were satisfied in Stock delivery,
Emergency order and Availability of packs of Pepsi products and services.
SATISFIED WITH THE DISTRIBUTION NETWORK OF PEPSI
SATISFACTION
LEVEL

HIGHLY
SATISFIED

SATISFIED

NEUTRAL

DIS
SATISFIED

TOTA
L

70

HIGHLY
DIS
SATIFIED
32

NO.OF
RATAILERS
%

45

133

20

15%

44%

7%

23%

11%

100%

300

69 | P a g e

DISTRIBUTION NETWORK OF PEPSI

44%
45%
40%
35%
30%

% OF RETAILERS

20%

23%

Column2

25%
15%

15%

11%
7%

10%
5%
0%
HIGHLY SATISFIED

NEUTRAL

HIGHLY DIS SATISFIED

Interpretation:Out of 300 retailers44% retailers were satisfied with the distribution network of Pepsi.
23% retailers were dissatisfied and 15% retailers were highly satisfied with distribution
network of Pepsi.
11% retailers were highly dissatisfied with the distribution network of Pepsi.
7% retailers responded that they cant say.
Inference:From this question it was observed that more no. of retailers was satisfied with the
distribution network of Pepsi which is followed by dissatisfied retailers.
SATISFIED WITH THE MEETINGS ORGANISED BY THE COMPANY
SATISFACTION
LEVEL
NO. OF
RETAILERS
%

FULLY
SATISFIED
147

PARTIALLY
SATISFIED
126

NOT AT
ALL
27

TOTAL

49%

42%

9%

100%

300

70 | P a g e

MEETINGS ORGANISED BY THE COMPANY

NEVER; 9%
ALWAYS; 42%
SOMETIMES ; 49%

Interpretation:Out of 300 retailers49% of retailers were satisfied with meetings organized by the company and 42% of
retailers were partially satisfied with the meetings of the company.
Rest 9% retailers were not at all satisfied with company meetings.
Inference:From this it was found that more no. of retailers was fully satisfied with meetings
organized by Pepsi which is followed by partially satisfied retailers.

SALES MAN IS ABLE TO SOLVE YOUR PROBLEMS AND COMPLAINTS

RESULTS
NO. OF
RETAILERS
%

ALWAYS
174

SOMETIMES
89

NEVER
37

TOTAL
300

58%

30%

12%

100%

71 | P a g e

SOLUTION OF PROBLEMS AND COMPLAINTS

12%
30%

ALWAYS
58%

SOMETIMES
NEVER

Interpretation:Out of 300 retailersFor 58% retailers salesman was always able to solve problems and complaints.
Problems and complaints of 30% retailers were solved sometimes and 12% retailers
never get solution of their problems.
Inference:From this above chart the researcher observed that most of retailers always got solution
of their problems and complaints from sales man.

72 | P a g e

CHAPTER-8

FINDINGS

FINDINGS
1. It was found that majority (96%) of retailers stock and sale soft drinks followed
by 4% of retailers who did not stock and sale the soft drinks.

73 | P a g e

2. From the research, the researcher found that all of retailers(100%) had availability
of Pepsi soft drinks where as 81% of retailers had Coke soft drinks and from 300
retailers 30% had Parle and 7% for Rc cola soft drinks etc.
3. The researcher found that majority of retailers (71%) sold all products of Pepsi
soft drinks where as rest of retailers sold combination of Pepsi soft drinks
products.
4. It was found that 46% of retailers mainly stored and sold 300 ml pack and 24% of
retailers for 2 ltrs. Pack where as rest of retailers stored and sold 200 ml and 500
ml pack.
5. It was observed that 65% of retailers had flex sign board where as very few of
retailers (2%) had no sign board which is lowest in interpretation.
6. The researcher found that Pepsi provided its visi coolers to 70% retailers where as
other retailers had their own or other company visi coolers.
7. It was found that 59% of retailers were satisfied with services of Pepsi sales man
where as 16% retailers were highly satisfied with services rendered by Pepsi sales
man and 5% of retailers were highly dissatisfied with the services of Pepsi sales
man.
8. From research it was found that majority of the retailers (77%) always received
the ordered goods on time and in right quantity where as 12% of retailers never
received on time.
9. It was found that 56% retailers had daily visits of sales man at store and 24%
retailers had alternative day visits where as fortnightly visits for 9% retailers and
3% of retailers never had visits of Pepsi sales man.
10. The researcher found that out of 300 retailers survey 43% of retailers were
satisfied with sales person and 22% were dissatisfied where as 4% were highly
dissatisfied with the sales person.
11. The researcher observed that 39% of retailers were highly satisfied with the
information related to new schemes and discounts where as 23% of retailers were
dissatisfied with information regarding of new schemes and discounts.
12. Refilling scheme was more preferred i.e. 42% of retailers likes that where as 30%
of retailers preferred free bottle scheme which is high as compare to scratch card
scheme i.e. 22% of retailers likes this scheme.
13. The researcher found that more no. of retailers (48%) dissatisfied with the credit
facilities where as 6% of retailers were highly dissatisfied.

74 | P a g e

25% of retailers were satisfied with the credit facilities provided by Pepsi.
14. It was found that 45% of retailers were satisfied with the display and seasonal
schemes and 21% of retailers were dissatisfied where as 17% of retailers were
highly satisfied with the display and seasonal schemes.
15. The researcher found that 137 retailers were satisfied with stock delivery, 123
retailers satisfied with availability of packs, 105 retailers were highly satisfied
with schemes and offers, 111 retailers were satisfied with emergency order.
16. It was found that 44% of retailers satisfied with the distribution network of Pepsi
which is followed by 23% of retailers dissatisfied with the distribution network of
Pepsi.
17. The researcher observed that 49% of retailers were fully satisfied with the
meetings organized by the company which is followed by 42% partially satisfied
retailers and 9% retailers were not at all satisfied with the meetings organized by
the company.
18. Majority of retailers (58%) responded that sales man is able to solve the problems
and complaints where as problems of 30% retailers solved sometimes and 12%
retailers never get solution of their problems and complaints.

CHAPTER-9
75 | P a g e

SUGGESTIONS

SUGGESTIONS

A healthy relationship should be developed by the company executive with the

retailers.

Delivery of goods should be increased in number for proper catering in the entire
area of Jodhpur Central region effectively and efficiently.

The company should supply its glow sign board, banners etc.as an advertisement
media to the retailers of few areas, which will as usual for satisfaction of retailers.
76 | P a g e

The commitment of schemes should be carried out on or before the scheduled

time.

Credit facilities should be provided to retailers to satisfy their needs regarding

payment.

The Company should be regular to its products so as for proper availability at

each and every retail outlets. Otherwise it may lose its consumer and prospects.
Thus distorting the image of the company.

Distributor and retail outlets feedback should be taken time to time so as to trace
the actual existing problem related to there and the market.

The meetings should be organized time to time by the company for the retailers.

The visits of the sales man should be increases at retail outlets for knowing the
response about availability of soft drinks.

CHAPTER-10

77 | P a g e

LIMITATIONS
OF
THE STUDY

Limitation of Study

The finding of the study may not be applicable to other places except JODHPUR.

The respondents were too busy to give exact answer to all questions.

There is chance of under estimation of sales and income as it is the nature of

human beings.

There are chances of sampling error.

Chances of biased data collections to respondents

78 | P a g e

CHAPTER-11

79 | P a g e

CONCLUSION

CONCLUSION
1. From the first objective it is concluded that 59% of retailers were satisfied with
the services of Pepsi sales man. It was also found that 77% of retailers received
the ordered goods on time and in right quantity and also 58% of

retailers

responded that sales man is able to solve the problems.

2. From the second objective it concludes that 56% of retailers had daily visits of
sales man at store where as 43% of retailers were satisfied with the sales person of
Pepsi.

3. The analysis of satisfaction level of retailers towards new schemes and discounts
i.e. 39% of retailers were highly satisfied with the same. The researcher also
80 | P a g e

found that 48% of retailers dissatisfied with the credit facilities. The retailers were
also satisfied with the display seasonal schemes of Pepsi.
4. It is concluded that the retailers were satisfied with the stock delivery and
emergency order to some extent. It was also found that 44% of retailers were
satisfied with the distribution network of Pepsi where as 49% of retailers were
fully satisfied with meetings organized by the company

BIBLIOGRAPHY
Text Books: Ramaswamy V S, Namakumari S, Marketing Management, published by
MACMILLAN Business Books. 3rd edition.
Kotler Philip, marketing management Published by Persons education, 11Th
edition.
Kotler Philip, killer, koshy, Jha, Marketing management Published by Persons
education, 12Th edition.
Kothari C.R., Research methodology, Published by New age international Pvt.
Ltd. 2nd Edition.
Websites:
www.pepsico.com
81 | P a g e

 www.pepsizone.com
www.cocacola.com
www.notjustsurveys.com
www.google.com

ABBREVIATION
FOBO

- Franchise Owned Bottling Operation.

COBO

- Company Owned Bottling Operation.

FMCG

- Fast Moving Consumer Goods.

MNCs

- Multinational Companies

GOD

- Glass on deposit

RBG

- Return on bottle glass.

PBG

- Pepsi Bottling Group

82 | P a g e

ANNEXURE
QUESTIONNAIRE
(FOR RETAILERS)
NAME OF OUTLET- ----------------------------------------ADDRESS-

-----------------------------------------

Q1. Do you stock and sale soft drinks?

(a) Yes
(b) No
Q2. Which soft drink brand, do you mostly stock in your outlet?
(a) Pepsi

(b) Coke

(c) Parle

(d) Other
83 | P a g e

Q3. Which product of Pepsi, do you sell?

(a) Pepsi-7up

(b) Pepsi-Dew

(c) Pepsi-Mirinda

(d) All

Q4. Which volume of pack, do you stock and sell more?

(a) 200ml.

(b) 300ml.

(c) 500ml.

(d) 1 ltr.

Q5. Which sign board Pepsi has provided you?

(a) Glow signboard
(c) Dealers board

(b) Flex board

(d) No sign board

Q6. Has Pepsi provides you any visi cooler?

(a) Yes

(b) No
Q7. Are you satisfied with the services rendered by Pepsi salesman?
(a) Highly satisfied

(b) Satisfied

(c) Neutral

(d) Dissatisfied

(e) Highly dissatisfied

Q8. Do you receive the ordered goods on right time and in right amount?
(a) Always

(b) Sometimes

(b) Never
Q9. What is the frequency of visit by Pepsi salesman to your outlet?
(a) Daily
(c) Weekly

(b) Alternative day

(d) Fortnightly
84 | P a g e

(e) Never
Q10. Are you satisfied with the visiting salesman?
(a) Highly satisfied

(b) Satisfied

(c) Neutral

(d) Dissatisfied

(e) Highly dissatisfied

Q11. Are you satisfied with information provided by Pepsi salesman regarding
new schemes and discounts?
(a) Highly satisfied

(b) Satisfied

(c) Neutral

(d) Dissatisfied

(e) Highly dissatisfied

Q12. Which scheme do you like the most?
(a) Refilling scheme

(b) Scratch card

(c) Free bottle

(d) Display scheme

Q13. Are you satisfied with the credit facility given by Pepsi?
(a) Highly satisfied

(b) Satisfied

(c) Neutral

(d) Dissatisfied

(e) Highly dissatisfied

Q14. Are you satisfied with display and seasonal scheme?
(a) Highly satisfied

(b) Satisfied

85 | P a g e

(c) Neutral

(d) Dissatisfied

(e) Highly dissatisfied

Q15. How do you rate Pepsi products and services for the following
Parameters?
Parameters/Rating

Highly

Satisfied

Neutral

Dissatisfied

satisfied

Highly
dissatisfied

(a) Stock
delivery
(b) On emergency
order
(c) on availability
of all packs
(d) on schemes and
offers
Q16. Are you satisfied with the distribution network of Pepsi?
(a) Highly satisfied

(b) Satisfied

(c) Neutral

(d) Dissatisfied

(e) Highly dissatisfied

Q17. Are you satisfied with the meetings organized by the company?
(a) Fully satisfied
(b) Partially satisfied
(c) Not at all
Q18. In your opinion, does the salesman is able to solve your problems and
Complaints?
86 | P a g e

(a) Always
(b) Sometimes
(c) Never
Q19. Any suggestion for betterment of Pepsi products and services?

87 | P a g e