Winter Training Report

On

“An Organization Study of ZTE Telecom India

Pvt. Ltd. And Comparative Analysis with

Nokia”

Submitted By:

Vikas

MBA- L2S1

Skyline Business School Gurgaon

CONTENT

Acknowledgement

Declaration

Aims / Objectives of study

Certificate

Executive summary

Introduction – ZTE

Purpose of the study

Focus of report

Assumptions

Company profile

Vision & Mission

Organizational chart

Product portfolio

Strategy - ZTE

ZTE competitors

Research methodology

Nokia -Company profile

Objectives

Joint ventures

SWOT of Nokia

Analysis

Observation And Learning’s

Recommendations

Conclusion

Bibliography

Appendix

ACKNOWLEDGEMENT

A number of people have contributed to the completion of this research project, and to them I am

deeply indebted.

Firstly, I am very much thankful to Ms. Meenu Bhutani, my project supervisor, for his precious

time, expert guidance and company on the entire journey through my work. I also greatly extend

my appreciation for the kindness and support that he has shown to me at all times. I would also

like to thank Mr.Vikramjeet for providing me with the information required for the project.

I am also grateful to all the respondents for their time and cooperation in the process of data

collection. Finally, thanks to my family and friends for their much needed support and words of

encouragement throughout the preparation of this project.

Declaration

I hereby declare that the project entitled “An Organisation Study of ZTE Telecom India Pvt.

Ltd. and Comparative Analysis With Nokia ” submitted for the Winter internship is entirely

my own piece of work and has not been submitted in whole or in part for assessment for any

academic purpose other than in partial fulfilment for that stated above. My indebtedness to other

works/publications has been duly acknowledged at the relevant places.

Signed _______________

Date _______________

AIM/ OBJECTIVE OF THE STUDY

The main objective of study was to conduct a market survey to find out the Customer

Satisfaction level of ZTE Telecom India Pvt. Ltd. The specific objective of the study was to

study the main competitor of the ZTE Telecom.

Executive Summary

This project was aimed at organization study of ZTE Telecom India Pvt. Ltd. with its

competitor’s analysis with similar products that were offered by its competitors in the market.

I have chosen several parameters to study the organization.

Parameters like organization profile, market positioning, product strength and weakness,

were used during the study.

After a thorough understanding of the competitors and organization , some

recommendations were offered

Both primary as well as secondary data was obtained from the study. Primary data was

collected by personally interview and filled questionnaire by customer and retailer.

And secondary data was obtained through the medium of internet, organizational site,

magazines and newspapers.

At the end of this study a detailed analysis was made with the respect to factors like, product

range, consumer awareness level, pricing policy and SWOT analysis of the organization.

INTRODUCTION

The purpose of my report is to study the organization and to study the Major competitors of ZTE.

Basically ZTE have 9% market share. ZTE has divided their product category into foursegments.

Three product categories are given below.

Wireless

Wire line

Services

Terminal

I have made hypothesis for Wireless segment of ZTE telecom

HYPOTHESIS FOR WIRELESS

H0 = ZTE is best company for wireless

H1 = ZTE is poor company for wireless

PURPOSE OF STUDY

Every research does for particular outcomes. Main purpose of my research was to analysis the

competitors of ZTE. Through this I was able to find out the brand positiong of the ZTE in the

market.

My research was also useful for ZTE. Through research ZTE is able to know about their

competitors and their strategies. Some purpose is also given below.

The purpose of a report is to convey information about competitors factually, briefly ,

and clearly

Identify new and promising area where ZTE can improve and build them with in the

market.

Full fill the gaps & helps in making growth plans.

Serve as a reference docu

Focus of report

Organization study of ZTE Telecom

Identify competitors and their profile?

Evaluating SWOT analysis of ZTE and its competitors

Assumptions

No organization can sit still and expect things to be the same month after month, year after year.

At some point, something will happen to change organization assumptions. And almost every

decision (especially a strategic decision) is based on certain assumptions.

Over time, these assumptions fall apart and if you fail to adjust with continuous flow of new

intelligence, then organization will be forced to react in a way that makes it difficult to compete.

Competitive intelligence can help test and validate organization assumptions.

Competitive intelligence also fills in gaps, covering areas that you failed to consider in

Organization assumptions and of course, competitive intelligence can yield some basic benefits.

Source for best practices:-

The only real way to isolate and find “best practices” is to engage in some form of competitive

intelligence; otherwise you end up relying on crude and generic type benchmarking data.

Helps formulate strategy through an understanding of your industry, yourself,

And your competitors. Competitive intelligence is the essence of strategic

Business analysis.

COMPANY PROFILE

COMPANY OVERVIEW

ZTE is one of the first Chinese telecoms equipment provider to pursue business in overseas

markets, ZTE now has about 50,000 employees and 8,000 of them are working in about 100

representative offices around the world. Since 1996, the company has provided products and

services to 140 countries and regions, serving major telecoms operators in Asia Pacific, South

Asia, North America, Europe, Latin America, Africa and the Commonwealth of Independent

States. Through a combination of strategic marketing, product differentiation, cost advantage

improvement and human resources optimization, ZTE has established firm commercial

partnerships with over 500 operators around the world.

Vision & Mission

ZTE aims to be a global communications leader, which provides the clients worldwide

with satisfying and customized products and services.

Employee's career development and their benefits are highly concerned and guaranteed to

be growing along with the company's development at the same pace.

ZTE strives for the best return on its shareholders’ investments and assumes social

responsibilities proactively.

To become a world leader in communications by 2009 and aims to be a world-class

excellent enterprise in 2015.

CORPORATE PHILOSOPHY

Board Of Director

Chairman & Managing Director (CEO)

Human Res. Executive

Executive Director

Financial Executive

Marketing Head

Company Secretary

Unit Head (For per Division)

My Working Department

“To deliver world – class quality product (Mobiles) with continuous up

gradation of technology and maximum customer satisfaction”

ORGANIZATIONAL CHART

Product Portfolio

ZTE has the most complete telecommunications product line in the world, covering every

vertical sector of the wire line, wireless and terminal markets. With its independent and creative

R&D capability and customer-oriented and market-driven strategy, ZTE is capable of developing

and producing market-leading, first-class technologies in wireless, switching, access, optical

transmission, data, handsets and telecommunications software. ZTE uses this expertise to

provide end-to-end solutions tailored to the specific needs of customers around the world.

HISTORY

2005

Ranked as one of the 'Top 100 Information Technology Companies' by BusinessWeekJoined the

league of global telecoms giants by teaming up with Alcatel, Ericsson, France Telecom and

Portugal Telecom Became China's largest wireless equipment provider with a global wireless

capacity exceeding 100 million lines Became one of the three largest DSLAM suppliers

worldwide

2004

Listed on the Hong Kong Stock Exchange as the first A to H listed Chinese enterpriseLaunched

the world's first CDMA2000-based digital trunking technology – GoTa (Global open Trunking

architecture) Provided telecoms services for the 2004 Olympic Games in Athens – ADSL system

covered 16 facilities throughout the event Made the first 3G call in Africa over a ZTE UMTS

network in Tunisia

2003

Strategic emphasis on international business, with the number of international marketing staff

increased by over 100% Became the largest CDMA system provider to BSNL, India's largest

telecoms services company, and constructed Africa's largest CDMA WLL network in Algeria

2002

Established ZTE handsets as a strategic product and a new source of revenue growth Partnered

with Intel (China) to develop 3G wireless and wireless LAN integration communications

technologies and equipment for CDMA2000 and UMTS. Established ZTE Global Customer

Support Centre

2001

Constructed ZTE's first CDMA network for China Unicom, with a capacity of up to 1.1 million

lines Constructed the world's first Soft switch network for China Netcom Ranked No. 3 in the

'Top 50 listed companies with greatest development potential' in China Securities Journal-Asia

Business magazine

2000

Launched the world's first CDMA handset with detachable SIM card successfully put through

the first CDMA2000 1x call using ZTE equipment

1999

Launched ZTE189 dual-frequency handset, the first Chinese dual-frequency product with

Chinese-owned intellectual property first deployed the ZTE ZXMVC3000 video conferencing

system in an overseas market, in Kenya Signed ZTE's first PHS contract with China Telecom.

Established first overseas office, in Islamabad, Pakistan

1998

Won a US$95 million turnkey bid in Pakistan, the first large-scale overseas telecoms project

contracted with a Chinese telecoms company opened the company's first R&D institute in the

USA, developing software, switching and CDMA2000 1x technologies

1997 Listed on the Shenzhen Stock Exchange in China

1985-1996 Started transition to a multi-product R&D strategy, embracing wireless switching,

transmission, access, videoconferencing and power supply systems in 1996. Became the first

Chinese telecoms equipment provider to attain ISO9001 quality standard certificate in 1995

Developed ZXJ2000 digital SPC exchange which was awarded the 'Star of Innovation and

Invention' by the Chinese Branch of Technology Systems at the United Nations in 1993 Founded

Zhongxing Semiconductor Co. Ltd., the predecessor of ZTE Corporation in 1985, Shenzhen,

China

ZTE’s TELECOM BUSINESS STRATEGY

Focusing on CDMA in the Network Equipment Business

Aggressive Development of the Mobile Phone Business

Expanding Presence in Emerging Markets

ZTE COMPETITORS

The level of competition in telecom is increasing on a day-by-day basis. This is driven by the

drive to retain and sustain market share and also by the availability of choice for buyers. For

ZTE, their key competitor is as follows:

STRENGHTS

ZTE is the largest telecommunications equipments manufacturer and provider in china

ZTE has been listed as an A-Share company on Shenzhen Stock Exchange since 1997

ZTE is included in the top 100 information technology companies by leading US

Business magazine

ZTE is total solution provider

Their services are in co-operation with 150 operators in over 90 countries around the

world

ZTE has the most complete telecommunications product line in the world, covering every

sector of the wireline and wireless markets

ZTE’S capacity of wireless network is over 150 lines

They have strong R & D wing

ZTE was certified ISO 9000 award in1995. It was the first certification awarded to any

telecom industry

In 2006 ZTE was listed in China’s top 20 brands

WEAKNESSES

It is spending too much revenue on the training of its employees which is a risk because

the trained employee sometime does not seems to be productive for ZTE and chances are

there that they may switch to other company

The company is also losing out to competitors on the technology front as its system are

very much prone to the virus attacks

Although it is growing very fast but at the same time it is looking its customers as well as

because the competitor chasing close behind

They are investing too much in R & D But its marketing skills are below average

RESEARCH METHDOLOGY

The research work was conducted by the field studies by collecting information through

questionnaire and interview.

I have chosen closed questionnaire and interview methods because interpretation of data could

perform without any ambiguity.

The project was characterized in four phases which are as follows.

Phase – I –

Conception and definition – This the most crucial phase of the project and in that the decision

and commitment determine all that follows in this phase. This phase consisted the understanding

the basis requirement of the project. The project was conceptualized and problem was defined

keeping in mind of the main specific objective of the project.

The project involved an “exploratory research” to analysis the competitors (Customer

Satisfaction) of ZTE.

Phase – ii

Data collection –

The primary data was collected through questionnaire, which was given to the responded to fill

it.

Sampling plan:-

The sampling plan was divided into four main sections:

Sampling unit:-

In this part of research I have made questionnaire for different market. A questionnaire for ZTE

Customer and for Nokia Customer. I went to customer and Retailers for market research.

Sample area: -

I have chosen Gurgaon and Delhi for sample area.

Sampling procedure: –

I have chosen stratified sampling procedure

Phase – iii

Data Collection

The data which is collected for the purpose of the study is divided into two parts:

Primary Data: The data has been collected directly from the respondent with the

help of structured questionnaires.

Secondary Data: The secondary data was collected from internet and refrences

from library.

Phase – IV

Analysis of data – The collected data was analyzed through various angels to find out the

organization information and competitors information.

NOKIA COMPANY PROFILE

Nokia is a consumer led company. There is a progressive and continuous increase in consumer

involvement with technology and communications globally. People are broadening their modes

of communication to include the web and, social networks are becoming central to how people

communicate.

People want to be truly connected, independent of time and place, in a way that is very personal

to them. And, Nokia’s promise is to connect people in new and better ways.

Nokia’s strategy is to build trusted consumer relationships by offering compelling and valued

consumer solutions that combine beautiful devices with context enriched services.

Follow the story of Nokia - a century and a half of innovation, from a riverside paper mill in southwestern Finland to a global telecommunications leader.

From roots in paper, rubber, and cables, in just over 100 years Nokia becomes a powerful industrial conglomerate...

The newly formed Nokia Corporation is ideally positioned for a pioneering role in the early evolution of mobile communications...

As mobile phone use booms, Nokia makes the sector its core business. By the turn of the century, the company is the world leader...

The first Nokia century began with Fredrik Idestam's paper mill on the banks of the Nokianvirta river. Between 1865 and 1967, the company would become a major industrial force; but it took a merger with a cable company and a rubber firm to set the new Nokia Corporation on the path to electronics...

1865: The birth of NokiaFredrik Idestam establishes a paper mill at the Tammerkoski Rapids in south-western Finland, where the Nokia story begins.

1898: Finnish Rubber Works foundedArvid Wickström founds Finnish Rubber Works, which will later become Nokia's rubber business.

1912: Finnish Cable Works foundedEduard Polón starts Finnish Cable Works, the foundation of Nokia's cable and electronics businesses.

1937: Verner Weckman, industry heavyweightFormer Olympic wrestler Verner Weckman becomes President of Finnish Cable Works.

1960: First electronics departmentCable Works establishes its first electronics department, selling and operating computers.

1962: First in-house electrical deviceThe Cable Works electronics department produces its first in-house electrical device - a pulse analyzer for nuclear power plants.

1967: The mergerNokia Ab, Finnish Rubber Works and Finnish Cable works formally merge to create Nokia Corporation.

The first Nokia century began with Fredrik Idestam's paper mill on the banks of the Nokianvirta river. Between 1865 and 1967, the company would become a major industrial force; but it took a merger with a cable company and a rubber firm to set the new Nokia Corporation on the path to electronics...

1865: The birth of NokiaFredrik Idestam establishes a paper mill at the Tammerkoski Rapids in south-western Finland, where the Nokia story begins.

1898: Finnish Rubber Works foundedArvid Wickström founds Finnish Rubber Works, which will later become Nokia's rubber business.

1912: Finnish Cable Works foundedEduard Polón starts Finnish Cable Works, the foundation of Nokia's cable and electronics businesses.

1937: Verner Weckman, industry heavyweightFormer Olympic wrestler Verner Weckman becomes President of Finnish Cable Works.

1960: First electronics departmentCable Works establishes its first electronics department, selling and operating computers

1962: First in-house electrical deviceThe Cable Works electronics department produces its first in-house electrical device - a pulse analyzer for nuclear power plants.

1967: The mergerNokia Ab, Finnish Rubber Works and Finnish Cable works formally merge to create Nokia Corporation.

In 1992, Nokia decided to focus on its telecommunications business. This was probably the most important strategic decision in its history.

As adoption of the GSM standard grew, new CEO Jorma Ollila put Nokia at the head of the mobile telephone industry’s global boom – and made it the world leader before the end of the decade...

1992: Jorma Ollila becomes President and CEOJorma Ollila becomes President and CEO of Nokia, focusing the company on telecommunications.

1992: Nokia’s first GSM handsetNokia launches its first GSM handset, the Nokia 1011.

1994: Nokia Tune is launchedNokia launches the 2100, the first phone to feature the Nokia Tune.

1994: World’s first satellite callThe world’s first satellite call is made, using a Nokia GSM handset.

1997: Snake – a classic mobile gameThe Nokia 6110 is the first phone to feature Nokia’s Snake game.

1998: Nokia leads the worldNokia becomes the world leader in mobile phones.

1999: The Internet goes mobileNokia launches the world's first WAP handset, the Nokia 7110.

Nokia’s story continues with 3G, mobile multiplayer gaming, multimedia devices and a look to the future...

2002: First 3G phoneNokia launches its first 3G phone, the Nokia 6650.

2003: Nokia launches the N-GageMobile gaming goes multiplayer with the N-Gage.

2005: The Nokia Nseries is bornNokia introduces the next generation of multimedia devices, the Nokia Nseries.

2005: The billionth Nokia phone is soldNokia sells its billionth phone – a Nokia 1100 – in Nigeria. Global mobile phone subscriptions pass 2 billion.

2006: A new President and CEO – Nokia todayOlli-Pekka Kallasvuo becomes Nokia’s President and CEO; Jorma Ollila becomes Chairman of Nokia’s board. Nokia and Siemens announce plans for Nokia Siemens Networks.

2007Nokia recognized as 5th most valued brand in the world. Nokia Siemens Networks commences operations. Nokia launches Ovi, its new internet services brand.

2008Nokia's three mobile device business groups and the supporting horizontal groups are replaced by an integrated business segment, Devices & Services.

OBJECTIVES OF COMPANY

Nokia is a consumer led company. There is a progressive and continuous increase in consumer

involvement with technology and communications globally. People are broadening their modes

of communication to include the web and, social networks are becoming central to how people

communicate.

People want to be truly connected, independent of time and place, in a way that is very personal

to them. And, Nokia’s promise is to connect people in new and better ways.

Nokia’s strategy is to build trusted consumer relationships by offering compelling and valued

consumer solutions that combine beautiful devices with context enriched services.

JOINT VENTURES

Nokia has entered into several joint ventures over time, particularly in the areas of manufacturing

and research and development. Regional joint ventures have proven to be an effective way to

combine Nokia's global technology leadership with strong local partners to accomplish faster and

higher market penetration in new and emerging markets.

Meridea Financial Software Oy, Finland

Established 2001

New company founded by 3i, Accenture, Nokia and Sampo for producing and marketing

of software for mobile and online financial services

o Press release

Nokia (Suzhou) Telecommunications Co., Ltd., China

Established 2001

Established in 1998 as soly-owned foreign company, became Joint Venture in 2001

Production of GSM base station and cellular transmission product

Partner Shanghai Alliance Investment Ltd.

o Press release

Hangzhou R&D center, China

Established 2001

MoU between Nokia Networks and the Zhejiang Provincial Government of China signed

on November 22, 2001

Software development, platform technology development related to Nokia's 3G networks

Start of operatioins at the beginning of 2002

To start cooperation with a local partner in 2003

o Press release

Nice-business Solutions Finland Oy, Finland

Established 2000

Joint venture between ICL and Nokia focusing on developing solutions and services for

Nokia's e-business and customer relationship management (CRM) needs

o Press release

Nokia Neu Comm Tech Company Ltd., China

Established 2000

Software products research and development

Partner NEU-ALPINE Software Holding Co. Ltd

Nokia Citic Digital Technology Co. (Beijing) Ltd., China

Established 1999

Development, manufacturing and marketing of digital multimedia terminals

Partners CITIC Technology Co. Ltd and the Academy of Broadcasting Science

Symbian Limited, United Kingdom

Established 1998

Symbian supplies an advanced, open, standard operating system for mobile phones.

Symbian OS is used in the Nokia 9200 Communicators, the Nokia 7650 and Nokia

3650 as well as in the recently announced announced Nokia N-Gage. Symbian OS is

used in the S60 platform.

The shareholders are Nokia, Psion, Motorola, Samsung, Siemens, Sony Ericsson,

Ericsson and Panasonic.

For more information, visit

o www.symbian.com.

ChongQing Nokia Telecommunications Co. Ltd, China

Established 1998

Provision of a full range of services, manufacture and supply of products for fixed

networks

Partners ChongQing Telecommunications Bureau, ChongQing PTAC

SWOT ANALYSIS

STRENGTH

Durability

Long battery life

Brand loyalty

User friendly

WEAKNESS

Low voice quality

Heavy sets

Less stylish

OPPORTUNITY

Well designed Styled sets

Mobile with computer window

THREATS

China market

Orange , Vodafone are globally selling their own brands

ANALYSIS

1- Which was your first choice cellular phone when you want to use cell phone?

6020

14

6

NokiaRelianceMotorolaZTE

Approximately 60% of customer chooses nokia, 20% reliance,14% Motorola and only 6%

chooses ZTE

2- How did you know about ZTE phones?

65

15

20

AddsFrnOthers

Near about 65% says that through advertisements, 15%from friends and 20% through others

come to know about ZTE phones

3- Which type of advertisement you most like in ZTE phones?

5

10

50

35

AudioVisualAudio-VisualPrint

50% consumer says that they like audio – visual adds, whereas 35% are in favors of print, 10%

through visuals and remaining 5% through audio

4- What do you think before taking different type of brands?

40

25

30

5

Selling PriceBrand ValueWarrantyAll above

Approximately 40% consider the selling price, 30 % warranty, 25%brand value and 5% thinks

the other values

5- How long have you been using a particular mobile set?

55

20

15

10

< - 11 to 22 to 3> - 3

55% are using these phones from the past 1 year, 20% from1-2 year, 15% 2- 3 year and only

10% are using this more than 3 year

6- Which type of problem you are facing in mobile?

25

10

45

20

Acce.Key padbatteryPannel

45% faces the problem of battery, 25% ace., 20% panel and 10% have problem regarding

keypads

7- Are you satisfied with sales executives ?

35

2015

40

Excellent GoodSatisfiedUnsatisfied

Approximately 40% are unsatisfied with executives, only 15% are satisfied, 20% are in favour of

good and 35% said them excellent

8- Which cell phone advertisement you like most?

55

10

35

20

NokiaZTEMotorolaOther

Nokia advertisement are like the most nearly 55%, followed by Motorola 35%, ZTE 10% and

others 20%

9- Are you satisfied with ZTE phones?

10

24

65

***********

Only 1 % are satisfied with the ZTE Phones and rest all are un satisfied

OBSERVATION AND LEARNING OF ZTE TELECOM

Through my observation what I analyze that ZTE has many competitors in the market.

ZTE has divided their product into four categories and ZTE has given a specific name for the

every segment. Four product segments are given below:-

If we talk about Wireless segment in this segment ZTE has secured less than10% market share,

but on the other hand in wire line segment ZTE has only less than 5%.

If we talk about aftermarket sale it is not so good, it has lots of reason which is given below:

Duplicate product: - During my field survey what I find that many of Duplicate

products is lunching in market that’s why the market share of ZTE is very low in after

market segment.

Unavailability of product: - second think which I analyzed that unavailability

of the product.

Lack Of awareness: - Another problem is that people are not aware about the

ZTE phones.

Comparatively Low Price Product: - Although ZTE has no. of price range

but comparatively ZTE price range is lower than its competitors.

Recommendations

During study I found lots of problem in the organization. Here is some recommendation is given

below by which organization can maximize profit and grow.

Should Use latest Mobile: - ZTE should use latest technology through that they can

grow fast. During my study I saw that many of mobiles are out of date. It also affects the

output of organization.

Should hire young employee – ZTE should hire young employee because young

people have zeal to do work fast. They can work fast then old employee.

Should increase distributors: - ZTE should increase distributor because ZTE

supply in market is very low. By increasing distributor they will increase their supply

Should use hologram for product :- During my study what I analyze that there

are many duplicate product of ZTE is available in the market which have same looks as

ZTE , so for unique identity they should use hologram for their product.

Should more emphasis on promotion: - ZTE should more emphasis on

promotion, because customer is not aware about the product of ZTE. So ZTE should

more emphasis on promotion.

Should provide some scheme to customer: - ZTE should provide some scheme

to customer because it will also increase after market sale.

Proper distribution channels: ZTE should use proper distribution channel

through this they can deliver their product timel

Conclusion

According to my study what I found that ZTE is a well brand name company in Indian market as

well as globally. Some of the findings are given below.

Firstly, mobile segment ZTE has more than 6% market share.

According to my research what I found that most of the customer don’t know about the

ZTE it mean the awareness level of Brand in after market segment is very low.

During my study what I found that for the customer ZTE is well known brand but they

are not satisfied with the quality of the product. It mean the quality of the product is

comparatively is low

During my study what I analyze that Unavailability of the product. Product is not

available in the market may be there can be a problem of proper SCM.

Through my field study what I analyze that ZTE has nokia the major competitors in every

segment.

According to me the mantra for success of ZTE will be QCD that is Q = quality, C= Customer,

D= delivery.

Bibliography

www.ZTE.com

www.nokia.com

Marketing Management

(Philips Kotler)

Appendix

Questionnaire

Ques (1) :- Which was your first choice cellular phone when you want to use cell phone?Ans :- (1) Nokia ( ) (2) Motorola ( )

(3) ZTE ( ) (4) Reliance ( )Ques (2) :- How did you know about ZTE phones?Ans :- (1) Advertisement ( ) (2) Friend ( )

(3) Any other ( )Ques (3) :- Which type of advertisement you most like in ZTE phones?Ans :- (1) Audio ( ) (2) Visual ( )

(3) Audio-Visual ( ) (4) Print ( )Ques (4) :- What do you think before taking different type of brands? Ans :- (1) Selling price ( ) (2) Brand value ( )

(3) Warranty ( ) (4) All of these ( )Ques (5) :- How long have you been using a particular mobile set?Ans :- (1) Less than 1 year ( ) (2) 1 -2 year ( )

(3) 2-3 year ( ) (4) More than 3 year ( )Ques (6) :- Which type of problem you are facing in mobile?Ans :- (1) Accessories ( ) (2) Keypads ( )

(3) Battery ( ) (4) Panels ( )Ques (7) :- Are you satisfied with sales executives ?Ans :- (1) Excellent ( ) (2) Good ( )

(3) Satisfied ( ) (4) Unsatisfied ( )

Ques (8) :- Which cell phone advertisement you like most?Ans :- (1) Nokia ( ) (2) ZTE ( )

(3) Motorola ( ) (4) Any other ( )

Ques (9) :- Are you satisfied with ZTE phones?Ans :- (1) ***** ( ) (2) *** ( )

(3) ** ( ) (4) * ( )Ques(10):- Would you like to give your suggestions to improve the satisfaction level of customers?Ans :- (1) Yes ( ) (2) No ( )