Know your Business Products & Processes
Introduction
Celebrity
Knowing Bharti Airtel
Bharti Story 1976 1981 - 1984 1982 1995
Bharti Foundation  Group Companies
Airtel <ul><li>Bharti Airtel Ltd – the largest private telecom services provider of India with 30.25 % market share </li><...
Subscriber Base in UP – West
Subscriber Base in UP – East
Airtel’s Many Innovations Reduced STD rates IPTV Black Berry Song Catcher  Life Time Validity Concept SMS 2.0 8 mbps Inter...
Business Divisions <ul><li>Mobile Services </li></ul><ul><ul><li>Provides GSM services across 23 circles in India </li></u...
What it means for YOU… Opportunities
Telecom Scenario
<ul><li>India will add over 600 million subscribers between 2010 and 2012 </li></ul><ul><li>More than 50 percent will come...
We are already in 2010… See the size of the opportunity you have!
Did you know? Opportunities
Modern Trade Partners in UPU Existing Big Bazzar (8) Vishal Mega Mart (12)  Spencer (13) The Mobile Store (65) Hot Spot  (...
Expectation of Customer from  Retailers <ul><li>Availability of Maximum Range </li></ul><ul><li>Varity of products  </li><...
Expectation of Customer from MT Stores <ul><li>Quality product or service  </li></ul><ul><li>Prompt delivery of that produ...
Business Structure  –   Virtualized Lapu Platform National Account Supplies Airtel product/ service & support to There Sto...
Business Structure –  Non Virtualized Lapu Platform Master Lapu Supplies the  Product / Service Supplies Airtel product/ s...
Roles & Responsibilities-  Store Manager / Promoters 2 3 4 5 1
Roles & Responsibilities-  Store Manager / Promoters <ul><li>Sales </li></ul><ul><li>Ensuring all range is been displayed ...
Products  Overview
Two Modes of Usage Modes Of  Usage Prepaid (Pay Before Use) Postpaid (Pay After Use)
Airtel Prepaid Connection <ul><li>Pay in advance for using the mobile services  </li></ul><ul><li>Can be purchased over th...
Features Instant Recharge / Balance Inquiry Inbuilt Validity & Talk time Pre-activated Roaming (National & International N...
Why Should I buy Prepaid connection? <ul><li>Low cost </li></ul><ul><li>No rentals </li></ul><ul><li>Free CLI </li></ul><u...
Airtel Prepaid SIM Card Validity  Tariff Talk time Three Elements of Airtel Prepaid SIM Card
Subscriber Identity Module (SIM) Card <ul><li>SIM card  is an intelligent chip inserted in a mobile, which helps transmiss...
Working of an Airtel Prepaid Card Subscriber buys an Airtel Prepaid Sim card (SUK- Start Up Kit ) SIM Card (SUK) does not ...
Process  Adherence
Human Web
Prepaid Activation Process Step 1  – Document check Step 2  - FRC 22(red) / 24 (blue) in MT SUK (SIM) Step 3  – Unbarring ...
Effects of non compliance of Process <ul><li>If any of the steps are not followed for activation   </li></ul><ul><li>Zero ...
Working of an Airtel Prepaid Card To  check account balance, press * 123 # and then the OK key (response will be an sms) T...
Throw   A Question
What is an APEF? <ul><ul><li>Airtel Prepaid Enrolment Form is a request form for a prepaid connection. It captures: </li><...
Airtel Prepaid Enrolment Form <ul><li>Name </li></ul><ul><li>Address </li></ul><ul><li>Father’s Name </li></ul><ul><li>Dat...
Activity: APEF Filling
APEF: Aath Ka Dum… <ul><li>Name </li></ul><ul><li>Address </li></ul><ul><li>Father’s Name </li></ul><ul><li>Date of Birth ...
Documents required for Prepaid <ul><li>APEF </li></ul><ul><li>Self  attested passport size photograph (color or b/w) </li>...
Photo ID Card/ Student ID Card Certificate from Gram Panchayat Voter’s ID/Arms License Card/Driving License Patta copy/ Re...
Photo ID Card by Govt. Statutory Authority/ PSU Election commission Voter’s ID Card/Ration Card Voter’s ID/Arms License Ca...
What are my responsibilities pertaining to APEF as a MT Channel Partner? APEF
Rural Retailer to check…… APEF <ul><li>Completely filled </li></ul><ul><li>DOB , father name, address & Pin Code </li></ul...
What happens next ? If the documents are not submitted on time or are inaccurate Numbers are BARRED   CLICK Services are d...
Number gets barred… <ul><li>Due to: </li></ul><ul><li>Incomplete APEF </li></ul><ul><li>Incorrect Documents </li></ul><ul>...
<ul><li>Do Not Entertain Requests for Connection if Bearer is Carrying someone Else’s Documents  </li></ul><ul><li>Do Not ...
<ul><li>Once the number is barred  the whole process is repeated afresh </li></ul><ul><ul><li>APEF has to be filled again ...
Lets learn how to check the documents to  ensure number does not get barred
APEF Filling Procedure  <ul><li>Customer fills : </li></ul><ul><li>APEF  </li></ul><ul><li>Self attested forms </li></ul><...
APEF Filling Procedure <ul><li>Check the completeness of APEF </li></ul><ul><li>Correctness of submitted documents </li></...
Main City SPOC Partner Distributor <ul><ul><li>Signs & validates APEF & documents </li></ul></ul><ul><ul><li>sends  SMS  <...
PEF Management Partner  receives regular report on which outlets are activating Collects Okay  documents He checks the  do...
Urban – 7 Day’s (TAT) Rural – 14 Day’s (TAT) If docs are not submitted in TAT then OG is barred on 7 th  Day at urban and ...
APEF Submission process  Activation  –  Store / Retailer  Store manager / Promoter  - Gets APEF filled by the customer Sto...
Try Your Luck…  <ul><li>Participants to be divided into 4 teams </li></ul><ul><li>Each team is to choose 1 number as and  ...
4 2 3 1 9 16 10 6 7 11 8 12 14 5 13 15 Try Your Luck…
Question 1 <ul><li>What is Aath Ka Dum in APEF? </li></ul>10
Question 2
Question 3 <ul><li>What are the documents required for a Prepaid connection? </li></ul>10
Question 4 <ul><li>Why does a number get barred? </li></ul>10
Question 5
Question 6 <ul><li>What is a recharge? </li></ul>10
Question 7
Question 8 <ul><li>What is the process for unbarring a number? </li></ul>10
Question 9 <ul><li>What is the methodology for recharging? </li></ul>10
Question 10
Question 11 <ul><li>What needs to be checked by Rural Retailer while verifying the documents to be attached with the APEF?...
Question 12 <ul><li>What is an APEF? </li></ul>10
Question 13 What is the method of checking balance & validity?  10
Question 14 <ul><li>Name any 5 proof of identity. </li></ul>10
Question 15 <ul><li>Name any 5 proof of address. </li></ul>10
Question 16
AV Policy Claw back   Slab  Claw Back in Rs. 0 – 2% 100  / connection   >2% - 5%   400  / connection  >5% - 10%   900  / c...
Let us take a situation.. What will you do ? Now that you are at the store… Will you check for the latest schemes and offe...
What do we understand…? <ul><li>To draw customer attention you need : </li></ul><ul><ul><li>Brand Visibility </li></ul></u...
Importance of Brand Visibility <ul><li>Increases : </li></ul><ul><ul><li>Number of walk ins </li></ul></ul><ul><ul><li>Wor...
Reasons for Merchandising… <ul><li>To  communicate  that you are engaged in new and different activities </li></ul><ul><li...
Remember the basics… <ul><li>Visual:  To make ability visible for customers </li></ul><ul><li>Merchandising:  All measures...
Recall & Retain… Advertisement bring awareness and merchandising reinforces it……
Its job is to…  <ul><li>Inform </li></ul><ul><li>Direct </li></ul><ul><li>Excite </li></ul><ul><li>Recall </li></ul><ul><l...
Communication Elements
In shop Out shop Permanent Semi-Permanent <ul><li>Backlit Translite Box </li></ul><ul><li>Leaflet Dispenser </li></ul><ul>...
Brand Visibility  Merchandising Elements   Shelf Strip Kiosk Dangler A4 sheet  Floor Standees
Cloth/PVC banner <ul><li>The PVC Banners should be used as out shop branding material, hung with nylon thread from the roo...
Poster : RC, HBO & VAS <ul><li>Posters to be used as in shop branding material for retail outlets. There will be 3 basic c...
Posters <ul><li>Multiple posters of the same creative should be pasted inside shops </li></ul><ul><li>Best at eye level </...
Ready Reckoner <ul><li>Pasted in a clear space on the wall </li></ul><ul><li>At the entrance to the store </li></ul><ul><l...
Shelf Strips <ul><li>Cover up the back of the shelf or the  </li></ul><ul><li>side panels of the shelf carrying the  </li>...
Canopy <ul><li>Each RD to be given 1 Canopy for doing promotions </li></ul><ul><li>To be used for distribution of leaflets...
Danglers <ul><li>Non intrusive placement </li></ul><ul><li>Hung from the ceiling </li></ul><ul><li>3D danglers to be place...
Buntings <ul><li>Bunting outside the shop at the entrance running below the signage board </li></ul>
Points to Remember…. <ul><li>The following communication elements are mandatory to be placed at the MT Store: </li></ul><u...
Selling Skills
Greet & Acknowledge the Customer Analyze the need Ask open ended questions (if required) Listen to his requirement
Propose a solution, recommending Airtel Build Relationships Close the Sale Clarify Doubts
Give Customer Airtel Experience
Role Plays
Know your Numbers… 1 SIM 2 Barring 3 APEF 4 Documents
<ul><li>Divide participants into groups of 4 people </li></ul><ul><li>Pass out an index card to each group </li></ul><ul><...
Thank you Bharti Resources Limited Neelagagan, Mandi Road, Sultanpur, Mehrauli, New Delhi-110030 Tel: 91-11-46001100-01, F...
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  • Note: This Programme is Prepaid Segment specific.
  • Celebrities Time: 20 to 30 minutes Materials: Pen, POST IT pad, cello tape Objective - To encourage individual participation in the group. - To help participants develop good questioning and data gathering/detective skills. Steps 1. Make a list of famous or infamous people sufficient to cover the number of expected participants. Celebrities might include famous singers, actors/actresses, politicians, business people, writers, musicians, etc. 2. Names may have a common thread connecting them (e.g. celebrities related to the nature of the group, names starting with the same letter or people who were popular during a particular era). 3. If you know the participants well, you may decide to match the assignment of celebrity names to individuals who have similar characteristics. 4. Write the names on POST IT or pin-on name tags or cards. Keep the celebrities&amp;quot; names hidden from the participants. 5. Fasten a name to each participant’s back and encourages them to walk around, asking other people questions about their unknown persona. They can only ask questions which can be answered &amp;quot;Yes&amp;quot; or &amp;quot;No&amp;quot;. No other hints to be given. 6. The exercise continues until all or almost all participants have discovered the identity of their celebrity. Debriefing: Ask Questions like, how did you feel when you were named as a celebrity? How would you feel if you are treated as one? INS: Now say in a humorous tone that we all know that all of us can’t become Amitabh Bachchan’s &amp; Shahrukh Khan’s but we can certainly be recognized as special people in our own fields. To give special recognition to our retailers we present the NAVRATNAS.
  • Ins: Read through the slide. For Details: Refer to page#13
  • About 69% of villages have mobile network coverage Rural Middle Class 27.4 million Households Rising disposable income - In 1990, for every $100 earned by a person residing in a rural area, a person in an urban area earned approx. $182. Today, this gap has been reduced to $56 Increasing access to mass media
  • When they are not served, and stand around waiting, they become angry. This anger is the result of being made to feel irrelevant, because the customer feels that they are not important enough to be served. This perceived &amp;quot;snub&amp;quot; can lead them to walk out, whether they wanted to purchase something or not. As they say, people only get one chance at making a good first impression. The first impression of this particular retail store is not good, and the customer is therefore unlikely to return. If the customer came to this conclusion after waiting just one minute, then their expectations were extremely unrealistic to begin with. However, if they had waited for five minutes without acknowledgment then their firmly declared vow to never return is justifiable.
  • HOT SPOT
  • Ins: Read through the slide.
  • Ins: Read through the slide and Explain. For Details: Refer to page#24
  • Ins: Read through the slide and Explain. For Details: Refer to page#24
  • Say: Lets look at the documents which are recognized as the identification proofs. INS: Read the slide and explain
  • Say: Lets look at the documents which are recognized as the address proofs. INS: Read the slide and explain
  • INS: This is a case study. Activity: Conduct a QBD Time required: 20 mins Objective: To derive the importance of brand visibility and adequate merchandising in the stores. Say: Given a situation that you are a customer and you want to buy a prepaid connection, what will you do?   Read the slide and ask the participants the question.   Expected Answer: Through the Boards displayed and other displays put up. Yes Through the leaflets, posters displayed and the sales executive I will gather information through the latest merchandise in the store such as the leaflets of the schemes displayed on the posters. I will ask the sales executive for the latest schemes and plans offered by the service provider.
  • Say: From the above QBD derive that the a customer will only be attracted towards a particular brand if : The brand is visible There is attractive and appropriate display The merchandise is readily available
  • Say: So we understand the importance of brand visibility in the real scenario. It is: It increases awareness about the product and the brand It also increases the number of walkin, word of mouth, goodwill and ultimately sales
  • Information/ Instruction INS: this is the professional definition of visual merchandising. Read the side &amp; explain.     Say: let us now look at the reasons for marketing: To communicate that you are engaged in new and different activities: it is the method used to communicate product information, promotions and special events and to reinforce advertising messages through non- media communication.   Information/ Instruction To attract paying customers in sufficient numbers to support the activities : Merchandising is a tangible communication between your product &amp; the consumer.
  • Information/ Instruction INS: Read the side &amp; explain Say: Whenever one watches Television, we end up noticing some advertisements and when we go to the market later in the day, we come across a similar merchandising pertaining to the product, leading to reinforcement and recalling the message of the advertisement…hence, attracting us to the product. For example: The poster which is there on the slide…reminds and reinforces the message: Barriers break when people talk.
  • Information/ Instruction INS: Read the side &amp; explain Say: merchandising’s job is to…. Inform Direct Excite Recall SCREAM &amp; Sell Say: It helps us inform the consumers about our products and services which are available in the market or are about to be launched. That is building product awareness. In fact, creating interest is considered the most important use of merchandising, as it can significantly increase customer traffic at retail outlets, thereby building demand by convincing customer to make a purchase.
  • Say: Let us classify these elements into In-Shop &amp; Out- Shop and further into Permanent &amp; Semi- Permanent. Ins: Read the Slide &amp; classify.
  • INS: These slides are self explanatory. Each communication element has been discussed very briefly and specifications pertaining to their placement have been given. Read the Slide &amp; Explain
  • Ppt

    1. 1. Know your Business Products & Processes
    2. 2. Introduction
    3. 3. Celebrity
    4. 4. Knowing Bharti Airtel
    5. 5. Bharti Story 1976 1981 - 1984 1982 1995
    6. 6. Bharti Foundation Group Companies
    7. 7. Airtel <ul><li>Bharti Airtel Ltd – the largest private telecom services provider of India with 30.25 % market share </li></ul><ul><li>Over 127 million satisfied customers </li></ul><ul><li>Adding 2.5 million prepaid consumers every month </li></ul><ul><li>Widest network covering 86 % of India covering large parts of Rural India too </li></ul>
    8. 8. Subscriber Base in UP – West
    9. 9. Subscriber Base in UP – East
    10. 10. Airtel’s Many Innovations Reduced STD rates IPTV Black Berry Song Catcher Life Time Validity Concept SMS 2.0 8 mbps Internet Hello Tunes M Chek
    11. 11. Business Divisions <ul><li>Mobile Services </li></ul><ul><ul><li>Provides GSM services across 23 circles in India </li></ul></ul><ul><li>Telemedia </li></ul><ul><ul><li>Provides broadband and fixed telephone services in 90 cities </li></ul></ul><ul><ul><li>DTH to cities & villages </li></ul></ul><ul><li>Enterprise Services – Corporate </li></ul><ul><ul><li>Provides end-to-end telecom solutions to corporate customers </li></ul></ul><ul><li>Enterprise Services – Carriers </li></ul><ul><ul><li>Provides national & international long distance services to carriers </li></ul></ul>
    12. 12. What it means for YOU… Opportunities
    13. 13. Telecom Scenario
    14. 14. <ul><li>India will add over 600 million subscribers between 2010 and 2012 </li></ul><ul><li>More than 50 percent will come from rural India </li></ul><ul><li>Rural penetration will rise from a little under 32 percent to over 40 percent by 2012 </li></ul>Definition: Any location defined by Census as Rural which has a census population of less than 20,000 and population greater than 20,000 is termed as Urban Facts at a glance
    15. 15. We are already in 2010… See the size of the opportunity you have!
    16. 16. Did you know? Opportunities
    17. 17. Modern Trade Partners in UPU Existing Big Bazzar (8) Vishal Mega Mart (12) Spencer (13) The Mobile Store (65) Hot Spot (56) One Mobile Store (8) Haariyali (Rural) (120) E Chowpal (Rural) ( 7) UP Coming Restore Stores (22)
    18. 18. Expectation of Customer from Retailers <ul><li>Availability of Maximum Range </li></ul><ul><li>Varity of products </li></ul><ul><li>Attention to the customers </li></ul><ul><li>Complaint handling </li></ul><ul><li>SIM swapping guidance </li></ul><ul><li>Visibility of products & counter </li></ul><ul><li>Product information on complete range </li></ul>
    19. 19. Expectation of Customer from MT Stores <ul><li>Quality product or service </li></ul><ul><li>Prompt delivery of that product or service </li></ul><ul><li>Courteous service and interactions with the company’s representatives </li></ul><ul><li>hassle-free transactions </li></ul><ul><li>Satisfaction when a problem arises </li></ul>To have satisfied customers, a manager must meet or exceed customer expectations. This requires being aware of the expectations a customer has. Without this knowledge, it will be difficult or impossible to meet and exceed those expectations.
    20. 20. Business Structure – Virtualized Lapu Platform National Account Supplies Airtel product/ service & support to There Stores e.g. The Mobile Store, Haariyali & Big Bazzar MT Stores Makes sales National A/C for Lapu Unbarring is done by the MT Store – Retailer (59109) & Dist (59110)
    21. 21. Business Structure – Non Virtualized Lapu Platform Master Lapu Supplies the Product / Service Supplies Airtel product/ service & support to the rural retailers / MT Stores (Hot Spot, Spencers, Echoupal , Bharti Retail, & Vishal Megamart Makes sales UPE - Dist UPW - Dist Rural/ MT Retailer Rural / MT Retailer The stores are considered as a retailer for Lapu balance and for Activation they do not have unbarring rights (59109) work on HUB & Spoke distribution Model.
    22. 22. Roles & Responsibilities- Store Manager / Promoters 2 3 4 5 1
    23. 23. Roles & Responsibilities- Store Manager / Promoters <ul><li>Sales </li></ul><ul><li>Ensuring all range is been displayed </li></ul><ul><li>Proposal to customer </li></ul><ul><li>Cash collection </li></ul><ul><li>Daily cash deposit at stores </li></ul><ul><li>Ensuring visibility tools are put in a proper manner </li></ul><ul><li>New product information is properly displayed </li></ul><ul><li>Any customer proposition is properly displayed </li></ul><ul><li>Ensuring timely submission of APEF </li></ul><ul><li>Tele calling ( APEF Policy) </li></ul><ul><li>Soft copy of APEF to be maintained. </li></ul>
    24. 24. Products Overview
    25. 25. Two Modes of Usage Modes Of Usage Prepaid (Pay Before Use) Postpaid (Pay After Use)
    26. 26. Airtel Prepaid Connection <ul><li>Pay in advance for using the mobile services </li></ul><ul><li>Can be purchased over the counter </li></ul><ul><li>Instant activation </li></ul><ul><li>Less documentation </li></ul><ul><li>Convenient, affordable & hassle free </li></ul>
    27. 27. Features Instant Recharge / Balance Inquiry Inbuilt Validity & Talk time Pre-activated Roaming (National & International No Rentals/Bills/Deposits Free Caller line identification
    28. 28. Why Should I buy Prepaid connection? <ul><li>Low cost </li></ul><ul><li>No rentals </li></ul><ul><li>Free CLI </li></ul><ul><li>24 Hr. Instant recharge </li></ul><ul><li>No deposits </li></ul><ul><li>No Bills </li></ul><ul><li>SMS, Voice Mail & Other VAS </li></ul><ul><li>Two – Way Auto Roaming </li></ul><ul><li>Total Cost Control </li></ul><ul><li>60 second pulse </li></ul><ul><li>SMS Info Services </li></ul><ul><li>Instant balance enquiry </li></ul><ul><li>STD/ISD facility till the last rupee </li></ul>
    29. 29. Airtel Prepaid SIM Card Validity Tariff Talk time Three Elements of Airtel Prepaid SIM Card
    30. 30. Subscriber Identity Module (SIM) Card <ul><li>SIM card is an intelligent chip inserted in a mobile, which helps transmission and storage of voice and data </li></ul><ul><li>Sample SIM No. : 89 91 10 02 07 019424979 </li></ul><ul><ul><li>89 - Telecom ID </li></ul></ul><ul><ul><li>91 – Country Code for India </li></ul></ul><ul><ul><li>10 – Mobile Network Code for Airtel Circle </li></ul></ul><ul><ul><li>02 07 – Month & year of manufacturing </li></ul></ul><ul><ul><li>01 – Switch Configuration </li></ul></ul><ul><ul><li>(changes with every 10 lakh SIM cards) </li></ul></ul><ul><ul><li>9424979 - SIM Number </li></ul></ul>
    31. 31. Working of an Airtel Prepaid Card Subscriber buys an Airtel Prepaid Sim card (SUK- Start Up Kit ) SIM Card (SUK) does not have a preloaded Calling Value or Validity by itself Subscriber needs to do First Recharge of a certain fixed value (e.g. 22 / 24 Red & Blue Plan) <ul><ul><li>The number gets recharged with validity & talktime </li></ul></ul>
    32. 32. Process Adherence
    33. 33. Human Web
    34. 34. Prepaid Activation Process Step 1 – Document check Step 2 - FRC 22(red) / 24 (blue) in MT SUK (SIM) Step 3 – Unbarring request by sending SMS to 59109 SMS Text – UN <space> (10 Digit Mobile no) <space> last 5 digit of SIM Step 4 – Forwarding the Unbarring request to 59110 Step 5 – Dialing IVR 123 & change language Step 6 – Top up recharge of any denomination Step 7 – Out going call of minimum 1 min from the unbarred no.
    35. 35. Effects of non compliance of Process <ul><li>If any of the steps are not followed for activation </li></ul><ul><li>Zero Usage (ZU) </li></ul><ul><li>No payment to MT partner </li></ul><ul><li>Disqualified from all promotions / Incentive scheme </li></ul><ul><li>Will disqualify from their achievement </li></ul>
    36. 36. Working of an Airtel Prepaid Card To check account balance, press * 123 # and then the OK key (response will be an sms) To recharge, press * 123 * 14 digit secret code # and then the OK key or Green Call Button
    37. 37. Throw A Question
    38. 38. What is an APEF? <ul><ul><li>Airtel Prepaid Enrolment Form is a request form for a prepaid connection. It captures: </li></ul></ul><ul><ul><li>Mandatory details about subscriber </li></ul></ul><ul><ul><li>Details about the Photo Identification Proof </li></ul></ul><ul><ul><li>Details about the Proof of Address taken </li></ul></ul>
    39. 39. Airtel Prepaid Enrolment Form <ul><li>Name </li></ul><ul><li>Address </li></ul><ul><li>Father’s Name </li></ul><ul><li>Date of Birth </li></ul><ul><li>Contact Phone Number </li></ul><ul><li>Colour or B/W Photograph </li></ul><ul><li>Customer Signatures </li></ul><ul><li>Retailer & Distributor Code & Signature </li></ul>MANDATORY DETAILS mandatory mandatory mandatory APEF 1. Name 2. Address, 3.Father’s name 4. Date of Birth 5. Contact Phone No . 7. Customer Sign 8. Retailer & Dist Code & Signatures 6.Co lour or B/w photo
    40. 40. Activity: APEF Filling
    41. 41. APEF: Aath Ka Dum… <ul><li>Name </li></ul><ul><li>Address </li></ul><ul><li>Father’s Name </li></ul><ul><li>Date of Birth </li></ul><ul><li>Contact Phone Number </li></ul><ul><li>Colour or B/W Photograph </li></ul><ul><li>Customer Signatures </li></ul><ul><li>MT Store, Distributor Code & Signature </li></ul>
    42. 42. Documents required for Prepaid <ul><li>APEF </li></ul><ul><li>Self attested passport size photograph (color or b/w) </li></ul><ul><li>Proof of Address </li></ul><ul><li>Proof of Identity </li></ul>
    43. 43. Photo ID Card/ Student ID Card Certificate from Gram Panchayat Voter’s ID/Arms License Card/Driving License Patta copy/ Residence certificate Ration card with stamped photograph Proof of Identity
    44. 44. Photo ID Card by Govt. Statutory Authority/ PSU Election commission Voter’s ID Card/Ration Card Voter’s ID/Arms License Card/Driving License Certificate from Gram Panchayat/ Niwas Pramand Patra Certificate form Post Master/MLA/ Gazzetted officer Caste Certificate with photograph Proof of Address
    45. 45. What are my responsibilities pertaining to APEF as a MT Channel Partner? APEF
    46. 46. Rural Retailer to check…… APEF <ul><li>Completely filled </li></ul><ul><li>DOB , father name, address & Pin Code </li></ul><ul><li>Signature </li></ul>ID Proof Photograph Address Proof <ul><li>Self attested photograph </li></ul><ul><li>Attestation signatures to match the one’s on the application form </li></ul><ul><li>Self Attested by applicant </li></ul><ul><li>Photograph on ID to match the one on the form </li></ul><ul><li>Self attested by applicant </li></ul><ul><li>Address proof & the Address on the form to be same </li></ul><ul><li>Stamp/ Sign on all documents including APEF </li></ul>
    47. 47. What happens next ? If the documents are not submitted on time or are inaccurate Numbers are BARRED CLICK Services are discontinued Customer Dissatisfied
    48. 48. Number gets barred… <ul><li>Due to: </li></ul><ul><li>Incomplete APEF </li></ul><ul><li>Incorrect Documents </li></ul><ul><li>Non receipt of APEF and documents within 15 days </li></ul><ul><li>Negative AV </li></ul><ul><li>Due to lack of information on AV through a visit or call by an external agency after activation </li></ul>
    49. 49. <ul><li>Do Not Entertain Requests for Connection if Bearer is Carrying someone Else’s Documents </li></ul><ul><li>Do Not Accept Any Fake Proof Of Identity & Address </li></ul>
    50. 50. <ul><li>Once the number is barred the whole process is repeated afresh </li></ul><ul><ul><li>APEF has to be filled again </li></ul></ul><ul><ul><li>Self attested passport size photograph ( color or b/w ) </li></ul></ul><ul><ul><li>Proof of Address </li></ul></ul><ul><ul><li>Proof of Identity </li></ul></ul><ul><ul><li>The process of AV starts again </li></ul></ul>Increase in workload
    51. 51. Lets learn how to check the documents to ensure number does not get barred
    52. 52. APEF Filling Procedure <ul><li>Customer fills : </li></ul><ul><li>APEF </li></ul><ul><li>Self attested forms </li></ul><ul><li>Provides self attested copy of </li></ul><ul><li>Address proof </li></ul><ul><li>Identity proof </li></ul>What does the customer do ?
    53. 53. APEF Filling Procedure <ul><li>Check the completeness of APEF </li></ul><ul><li>Correctness of submitted documents </li></ul>Sign, and stamp the APEF What do I do ? If everything is ok
    54. 54. Main City SPOC Partner Distributor <ul><ul><li>Signs & validates APEF & documents </li></ul></ul><ul><ul><li>sends SMS </li></ul></ul><ul><ul><li><UN<space><MSISDN> to 59109 </li></ul></ul><ul><ul><li>Receives SMS to unbar </li></ul></ul><ul><ul><li>Receives request for new connection on his distributor SIM from the retailer </li></ul></ul><ul><ul><li>Sends <MSISDN> as SMS to 59110 for final activation </li></ul></ul><ul><ul><li>Checks with retailer about documents ,if valid or not </li></ul></ul><ul><ul><li>Picks up APEF + Docs from Retailer </li></ul></ul><ul><ul><li>Ensures APEF + Documents for all Retailers covered by it reach pre-assigned District location at a fixed frequency </li></ul></ul><ul><ul><li>SMS received by subscriber, retailer & partner distributor : MSISDN has been activated </li></ul></ul><ul><ul><li>Fills APEF and submits form with valid POI & POA and photographs </li></ul></ul><ul><ul><li>Dials 123 & recharges with first recharge </li></ul></ul><ul><ul><li>Airtel Agency picks up APEF + Documents from pre-assigned District location at a fixed frequency. </li></ul></ul>APEF Agency/ Rural Distributor Airtel Agency <ul><ul><li>Picks up APEF + Docs from pre-assigned District location at a fixed frequency </li></ul></ul>
    55. 55. PEF Management Partner receives regular report on which outlets are activating Collects Okay documents He checks the documents CRE visits activating outlet every alternate day Airtel collection Agency- picks up Okay Docs from pre-assigned District location Submits documents at the pre-assigned District location
    56. 56. Urban – 7 Day’s (TAT) Rural – 14 Day’s (TAT) If docs are not submitted in TAT then OG is barred on 7 th Day at urban and 14 th day at rural. Irate customers APEF to be submitted again No payment to MT partner Disqualified from all promotions / Incentive scheme Will disqualify from their achievement TAT of APEF Submission
    57. 57. APEF Submission process Activation – Store / Retailer Store manager / Promoter - Gets APEF filled by the customer Store manager / Promoter – Checks documentation - Maintains Soft copy of APEF - Tele verification Updates status (+ve,-ve,NCT) - Completes documentation and attaches Top sheet-Televerification sheet of APEF to be submitted CRE - Checks documentation & pics APEF from store CRE - Deposits APEF at collection centers at District of Zone
    58. 58. Try Your Luck… <ul><li>Participants to be divided into 4 teams </li></ul><ul><li>Each team is to choose 1 number as and when the turn comes </li></ul><ul><li>Each number when clicked would lead to a question ( numbers not to be repeated) </li></ul><ul><li>Marks are to be allotted in the following manner: </li></ul><ul><ul><li>For each correct answer the team would be allotted 10 marks </li></ul></ul><ul><ul><li>For no question taaien taaien phish </li></ul></ul><ul><ul><li>For a wrong answer no marks are to be allotted </li></ul></ul><ul><li>The questions are based on the learning’s during the session. </li></ul>
    59. 59. 4 2 3 1 9 16 10 6 7 11 8 12 14 5 13 15 Try Your Luck…
    60. 60. Question 1 <ul><li>What is Aath Ka Dum in APEF? </li></ul>10
    61. 61. Question 2
    62. 62. Question 3 <ul><li>What are the documents required for a Prepaid connection? </li></ul>10
    63. 63. Question 4 <ul><li>Why does a number get barred? </li></ul>10
    64. 64. Question 5
    65. 65. Question 6 <ul><li>What is a recharge? </li></ul>10
    66. 66. Question 7
    67. 67. Question 8 <ul><li>What is the process for unbarring a number? </li></ul>10
    68. 68. Question 9 <ul><li>What is the methodology for recharging? </li></ul>10
    69. 69. Question 10
    70. 70. Question 11 <ul><li>What needs to be checked by Rural Retailer while verifying the documents to be attached with the APEF? </li></ul>30
    71. 71. Question 12 <ul><li>What is an APEF? </li></ul>10
    72. 72. Question 13 What is the method of checking balance & validity? 10
    73. 73. Question 14 <ul><li>Name any 5 proof of identity. </li></ul>10
    74. 74. Question 15 <ul><li>Name any 5 proof of address. </li></ul>10
    75. 75. Question 16
    76. 76. AV Policy Claw back Slab Claw Back in Rs. 0 – 2% 100 / connection >2% - 5% 400 / connection >5% - 10% 900 / connection >10% 1500 / connection 10 % of random no’s are picked from + ve tele verification data for Address Verification
    77. 77. Let us take a situation.. What will you do ? Now that you are at the store… Will you check for the latest schemes and offers by the service providers ? How will you get to know about the latest schemes and plans offered by the service providers? Where will you collect the information from ? How will you know that a particular service provider sells connections in that store ? You are a customer You want to buy a prepaid connection
    78. 78. What do we understand…? <ul><li>To draw customer attention you need : </li></ul><ul><ul><li>Brand Visibility </li></ul></ul><ul><ul><li>Attractive & appropriate display </li></ul></ul><ul><ul><li>Readily available </li></ul></ul><ul><ul><li>merchandise </li></ul></ul>
    79. 79. Importance of Brand Visibility <ul><li>Increases : </li></ul><ul><ul><li>Number of walk ins </li></ul></ul><ul><ul><li>Word of mouth </li></ul></ul><ul><ul><li>Goodwill </li></ul></ul><ul><ul><li>Sales </li></ul></ul><ul><li>Increases awareness about : </li></ul><ul><ul><ul><ul><ul><li>Product </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Brand </li></ul></ul></ul></ul></ul>
    80. 80. Reasons for Merchandising… <ul><li>To communicate that you are engaged in new and different activities </li></ul><ul><li>To attract paying customers in sufficient numbers to support the activities </li></ul>
    81. 81. Remember the basics… <ul><li>Visual: To make ability visible for customers </li></ul><ul><li>Merchandising: All measures which support sales </li></ul><ul><li>Visual Merchandising: To send visual and emotional loaded messages to customers which support pleasure of shopping activity </li></ul>
    82. 82. Recall & Retain… Advertisement bring awareness and merchandising reinforces it……
    83. 83. Its job is to… <ul><li>Inform </li></ul><ul><li>Direct </li></ul><ul><li>Excite </li></ul><ul><li>Recall </li></ul><ul><li>SCREAM & Sell </li></ul>
    84. 84. Communication Elements
    85. 85. In shop Out shop Permanent Semi-Permanent <ul><li>Backlit Translite Box </li></ul><ul><li>Leaflet Dispenser </li></ul><ul><li>5 Piece drop down SUK Hanger </li></ul><ul><li>Retail Visibility Unit </li></ul><ul><li>Wall Branding </li></ul><ul><li>Posters </li></ul><ul><li>Danglers </li></ul><ul><li>Shelf Strips </li></ul><ul><li>Wobblers </li></ul><ul><li>SUKs </li></ul><ul><li>Ready Reckoner </li></ul><ul><li>Glow Sign Board </li></ul><ul><li>Non-Lit Signage </li></ul><ul><li>Flange </li></ul><ul><li>Poster Display Unit </li></ul><ul><li>Umbrella </li></ul><ul><li>Canopy </li></ul><ul><li>Buntings </li></ul><ul><li>Cloth Banner </li></ul><ul><li>PVC Banner </li></ul><ul><li>Gates </li></ul>Classification
    86. 86. Brand Visibility Merchandising Elements Shelf Strip Kiosk Dangler A4 sheet Floor Standees
    87. 87. Cloth/PVC banner <ul><li>The PVC Banners should be used as out shop branding material, hung with nylon thread from the roof shading or frontage of the outlet </li></ul>
    88. 88. Poster : RC, HBO & VAS <ul><li>Posters to be used as in shop branding material for retail outlets. There will be 3 basic communication through posters. </li></ul>
    89. 89. Posters <ul><li>Multiple posters of the same creative should be pasted inside shops </li></ul><ul><li>Best at eye level </li></ul><ul><li>None to be pasted below 3ft and above 8ft </li></ul><ul><li>Avoid ceilings </li></ul>
    90. 90. Ready Reckoner <ul><li>Pasted in a clear space on the wall </li></ul><ul><li>At the entrance to the store </li></ul><ul><li>Preferably visible from outside the store </li></ul><ul><li>Behind the billing counter </li></ul>
    91. 91. Shelf Strips <ul><li>Cover up the back of the shelf or the </li></ul><ul><li>side panels of the shelf carrying the </li></ul><ul><li>connections or handsets </li></ul>
    92. 92. Canopy <ul><li>Each RD to be given 1 Canopy for doing promotions </li></ul><ul><li>To be used for distribution of leaflets and product explanation and briefing to customers </li></ul>
    93. 93. Danglers <ul><li>Non intrusive placement </li></ul><ul><li>Hung from the ceiling </li></ul><ul><li>3D danglers to be placed prominently </li></ul><ul><li>close to the entrance of the store </li></ul>
    94. 94. Buntings <ul><li>Bunting outside the shop at the entrance running below the signage board </li></ul>
    95. 95. Points to Remember…. <ul><li>The following communication elements are mandatory to be placed at the MT Store: </li></ul><ul><ul><li>Posters </li></ul></ul><ul><ul><li>A 4 Sheet </li></ul></ul><ul><ul><li>Glow Sign </li></ul></ul><ul><ul><li>Non- Lit Signage </li></ul></ul><ul><ul><li>Flange </li></ul></ul>Any one
    96. 96. Selling Skills
    97. 97. Greet & Acknowledge the Customer Analyze the need Ask open ended questions (if required) Listen to his requirement
    98. 98. Propose a solution, recommending Airtel Build Relationships Close the Sale Clarify Doubts
    99. 99. Give Customer Airtel Experience
    100. 100. Role Plays
    101. 101. Know your Numbers… 1 SIM 2 Barring 3 APEF 4 Documents
    102. 102. <ul><li>Divide participants into groups of 4 people </li></ul><ul><li>Pass out an index card to each group </li></ul><ul><li>Have them summarize the information you shared during your lecture on the card </li></ul><ul><li>Review each of the summaries when all groups are done </li></ul><ul><li>Write out a composite on a whiteboard or flipchart sheet and have the class copy it down in their notes. When using a workbook, leave space for this information </li></ul>Best Summary
    103. 103. Thank you Bharti Resources Limited Neelagagan, Mandi Road, Sultanpur, Mehrauli, New Delhi-110030 Tel: 91-11-46001100-01, Fax: 91-11-46001111 E-mail: contactus@bharti.in, Website: www.bhartiresources.com

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