1. Village Level Entrepreneur – Mobile Shop

2. Telecom Industry in India
India is the world’s second largest telecom market, after China, with over 898 million subscribers.
India has one of the lowest call tariffs in the world.
The telecom industry in India has grown twenty times in just 10 years.
India as a telecommunication network is the second largest in the world based on the total number of telephone users.
India has the world’s third largest internet user base with over 137 million users.
Total revenue of the Indian telecom sector grew by 7% in 2012.

3. DOT
The Department of telecommunications (Government of India) is the main governing body for the industry.
TRAI
Telephone Regulatory Authority of India (TRAI) assists the Government of India (GOI) to take timely decisions and introduce new technologies in the country.

4. Grooming and Hygiene

5. Self – Grooming – Do’s Perfumed hair oil Paan/ Tobacco
Clean hands and nails
Short combed hair/ shaved
Perfumed hair oil
Paan/ Tobacco

6. Customer Handling

7. Importance of Customers
The objective is to fulfill the needs of a customer, hence customer satisfaction plays a vital role in any business.
Customers helps in meeting business objective
Customers are a source of revenue generation for the business

8. What is Service?
Helping Assisting Giving Advice
Problem Solving Providing
Expertise Giving Pleasure or Delight
Following up an earlier action
Helping others in achieving results
If you don’t service your customers, someone else will.

9. Steps in Selling Listen to customers Clarify doubts Handle objections
Summarize conversation
Present the product
Demonstrate the product
Handle objections
Close the sale

10. Upselling Cross-selling
Up-selling is the action whereby a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitable sale.
Cross-selling
Cross selling is the action or practice of selling an additional product or service among or between existing customer, established clients, markets, traders, etc.

11. Types Of Customers
Angry
Customer
Demanding
Customer
Passive
Customer

12. 1. The Angry Customer Customer Characteristics
Customer who is immensely dissatisfied regarding product or service
Usually vents his feeling in a loud manner
Also usually includes other smaller issues
How to handle such customers
Let the customer finish talking. Don’t interrupt
Use the pressure cooker method
Be firm and polite else they may not be happy

13. 2. The Demanding Customer
Customer Characteristics
The customer who wants more than you can offer
They are not easily satisfied
How to handle such customers
Be firm yet polite
Be professional
Avoid being too docile but not rude

14. 3. The Passive Customer Customer Characteristics
The Customer who listens to you
Is quite meek and extra polite
Will sound apologetic when complaining
How to handle such customers
Listen carefully what they have to say
Sound professional and don’t brush them aside
Gain their confidence
Remember to say “Thank You”

15. Think…
When you give bad service to your Customer, you give birth to an Angry Customer….
This slide is used for role reversal purpose where the CSC is no more the Irate customer but the service provider who is responsible for making a customer happy or angry

16. How to handle Irate Customers?
The customer can be very angry due to :
Inconvenience caused
No action taken A P R O C H H E A T
SOLUTION

17. Dealing with an Irate Customer
H – Hear Them Out
E – Empathize
A – Apologize
T – Take responsibility for Action

18. Hear Them Out Goal is to understand the speakers feelings, needs and
wants in order to help solve a problem
Listen attentively
Don’t interrupt while the customer is venting his anger
Demonstrate active listening to his/her complaint
Isolate the core and associated problem through paraphrasing

19. Empathize Put yourself in the customer’s shoes and feel the pain
Try and experience what the customer is experiencing
Identify the customers problems, understand their situation, feelings and motives behind the anger
Use of phrases like:
“I understand…,”

20. Apologize Acknowledge a problem or inconvenience
Apologize for the inconvenience caused
Do not pass on the blame
Apologize genuinely
“I apologize…,”

21. Take Responsibility for Action
Inform course of action
Talk to the backend and sort out the problem
Follow – up
Take feedback on satisfaction with resolution
Create a Win-Win Situation

22. While Resolving… Be pleasant Be courteous Be helpful
a warm smile can win a customer
Be courteous
show respect to the customer and he will respect you
Be helpful
the customer should feel you are there to help them and not an obstacle

23. Thank You