1. Good Afternoon & Welcome ! SSA HEAD MEETING on 6 th & 7 th November’2008 @ Bhubaneswar ORISSA TELECOM. CIRCLE 07-11-2008

2. Presentation on “Formation of SALES TEAM in BSNL” An Evaluation & Appraisal by J.GANTA General Manager (Marketing) ORISSA TELECOM. CIRCLE 07-11-2008

3. Company LOGO BSNL ORISSA TELECOM. CIRCLE Formation of Sales team in BSNL SALES TEAM for BSNL

4. Company LOGO BSNL ORISSA TELECOM. CIRCLE Ref : No: 5-1/2008-Restg, Dtd: 10 th October’2008 Highlights : Focus for acquisition of New Customer in the areas of GSM, WLL, Broadband, PCO Leased line etc. Curving out of suitable staff to the extent of 20% of total manpower. Each Circle shall form about 250-300 Sales team. Team leader shall be JTO/SDE/Sr. SDE. Each team leader shall have 4-6 teams which in turn will consist of 4-6 members comprising Phone Mechanic & TOAs etc. The responsibility of the Sales teams would be for selling the products on LL, BB, CDMA, GSM Mobile, PCOs, Leased lines etc. Formation of Sales team in BSNL

5. Company LOGO BSNL ORISSA TELECOM. CIRCLE Depending on the Business needs of an SSA …. More than one team leader can be assigned to a given product OR One team leader can be given responsibility for more than one product. The team leader shall report Asst General Manager (Sales). 5-6 teams shall report to an AGM. SSA head shall be responsible for the sales target. SSA head also shall be responsible for monitoring the achievement of Sales & also take corrective measures to achieve the target. Formation of sales team in BSNL ….

6. Company LOGO BSNL ORISSA TELECOM. CIRCLE In the Circle there will be 3 Business head, of the rank of GM/DGM Each Business head have the responsibility for a group of service….. Viz: Group I : GSM Mobile Group II : Landline & Broadband Group III : CDMA, PCO & Leased line services. Training to all selected staff for 2 days. Incentive package shall be worked out for each sales team. Number of sales team formed shall be conveyed to BSNL HQ. Formation of Sales team in BSNL ….

7. Company LOGO BSNL ORISSA TELECOM. CIRCLE To push our products with Customers. Majority of work force of our competitors are used for Sales promotion. Ideally 60% of total strength should be in sales team for a organization like ours. Our revenue has fallen due to fall in net addition in Customer base. Majority of our staffs having so much of experience is posted in landline segment where the prime works of providing new connections have drastically reduced. Why Sales team ? Formation of Sales team in BSNL

8. Company LOGO BSNL ORISSA TELECOM. CIRCLE Selling is the key activity in marketing; most tangible result of the marketing activities Direct or personal selling is one of the ‘PROMOTION’ activities in marketing; other promotional activities are “Advertisement, Sales Promotion, and Publicity”. Marketing decision guide Sales management objectives Sales functions are part of the wider Marketing Functions Sales Vrs. Marketing Formation of Sales team in BSNL

9. Company LOGO BSNL ORISSA TELECOM. CIRCLE Tasks performed by Salespersons in general …. Prospecting Targeting Communicating Selling Servicing Information gathering Image building Allocating

10. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Force : Role & Responsibility The job of sales team will be to monitor and increase the retail sales of following BSNL products and services - Landline - Broadband - CDMA - GSM - PCOs - Leased Lines

11. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Force : Role & Responsibility It aims to push our products & services to customers through: Personal Selling Direct marketing Channel Partners

12. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Force : Role & Responsibility Channel Management: External: Franchisee/ Post Office/ DSAs/ PCO Operators etc. Internal : CSCs / Sales Team - Assigning and Monitoring of Sales targets. - Ensure availability of Products for all channels - Delivery of products and collection of CAF etc.

13. Company LOGO BSNL ORISSA TELECOM. CIRCLE The Personal Selling - Process Prospecting and Qualifying : Prospecting: identifying potential customers Qualifying: Screening leads Pre-approach :Learning as much as possible about a Prospective customer prior to making a sales call. Approach : Stage where the salesperson meets the Customer for the first time

14. Company LOGO BSNL ORISSA TELECOM. CIRCLE The Personal Selling - Process Presentation and Demonstration : Benefits of the product are presented/demonstrated Understanding prospect needs is key Handling Objections and Closing : Asking for the order Follow-up : Helps, which ensures customer satisfaction

15. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Organization : CIRCLE Circle Level : 3 Business Heads (GM or DGM) directly reporting to CGM - GSM Mobile - Landline & Broadband - CDMA, PCO & Leased Line Circle will have 250-300 Sales Team

16. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Organisation : SSA Team Leader will report to Asst General Manager(Sales). 5-6 Team Leaders will report to one AGM(Sales) Team Leader will be of the rank of JTO/SDE/Sr.SDE will head 4-6 sales teams Team will consists of 4-6 members (TOAs, Phone Mechanics etc.)

17. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Organisation : SSA Responsibility of sales team in SSA will be selling one of the products (Landline, Broadband, CDMA, GSM, PCOs or Leased Line) Depending on the business need of an SSA more than one team leader can be assigned to a given product or one team leader can be given responsibility for more than one product.

18. Company LOGO BSNL ORISSA TELECOM. CIRCLE BSNL Sales Organization : SSA SSA heads shall be responsible for the Sales target assigned to them. SSA heads will assigned individual targets to AGMs and Team leaders. Achievement of sales will be monitored on daily basis and will take necessary corrective measures to achieve the targets.

19. Company LOGO BSNL ORISSA TELECOM. CIRCLE Managing the Sales FORCE : Selecting the Sales Personnel Training the Sales Force Supervising the sales force Motivating the sales force Evaluating the sales force

20. Company LOGO BSNL ORISSA TELECOM. CIRCLE Should not be… Arrogant/rude Indifferent Sarcastic/superior Impatient Aggressive Defensive Negative Lazy Selecting the Right person : A Sales person Should be… Honest/trustworthy Friendly/Pleasing Interesting Good listener Polite Flexible Knowledgeable Empathizing

21. Company LOGO BSNL ORISSA TELECOM. CIRCLE Traits of Successful Sales People : Intrinsic motivation Disciplined work style The ability to close a sale Ability to build relationships with customers He should know: Features…Products & Services Functions…Who should have it and why Benefits…for customers Availability…What is the availability of Product Competition …. Who, What and at What Price

22. Company LOGO BSNL ORISSA TELECOM. CIRCLE Factors affecting sales-force motivations … Meeting between Manager and Sales force Sales targets or quotas Sales contest Sales convention and conferences Freedom to work Reward & Recognition Financial Incentives

23. Company LOGO BSNL ORISSA TELECOM. CIRCLE Evaluating the Sales FORCE Key Performance Indicators : - Avg. no. of calls per day - Avg. sales call time per contact - Avg. revenue per sales call - Avg. cost per sales call - % of order per 100 sales call (conversion ratio) - No. of new customer per period - No. of lost customer per period - Sales force cost as a % of total sales - % of sales target achieved

24. Company LOGO BSNL ORISSA TELECOM. CIRCLE Rolls of Sales team Vrs Franchisee/DSA Road shows directly/ with the help of DSA / Franchisee Direct Marketing / Personal selling to CIC / Corporate / Individuals. Monitoring the performance as per S&D Policy/ targets to franchisee etc. Training to Retailers.

25. Company LOGO BSNL ORISSA TELECOM. CIRCLE Training & Skills Development : Sales Technique - Probing & Closing Skill Product Acquaintance : Features, Advantages, Benefits of own product. Competitor Product Team Spirit, motivation, communication skills Segmentations of Customers & their requirements Duration of Training ??

26. Company LOGO BSNL ORISSA TELECOM. CIRCLE How to keep the Sales team motivated ? Incentives / Conveyance.. Awards Reorganization Proper selection Dress code Training ( Internal /External ) Office Set up

27. Company LOGO BSNL ORISSA TELECOM. CIRCLE BRAINSTORMING ……………. 1 ) How to form & Manage the Sales force ? Suggestions… 2) How to form / organize sales team ? Free from any other activity. Vertical split of Sales team. Proper Selection. ? ? ? … How the sales team will identify prospective customer ? ? ? ? …. Pl. send your suggestion to Marketing Cell of circle Office

28. Company LOGO BSNL ORISSA TELECOM. CIRCLE Our Services … The efforts are many. Alternatives are too many. GOAL is ONE ? ? ? ….

29. Company LOGO BSNL ORISSA TELECOM. CIRCLE Thank You