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Questions and Answers

What are the three essential components of business etiquette?

  • Thoughtfulness, Respect, Graciousness
  • Equal treatment, Age, Rank
  • Appearance, Actions, Words (correct)
  • Hierarchy, Courtesy titles, Introductions

    • What is a key attribute of good social and business etiquette?

  • Dominance
  • Graciousness (correct)
  • Confidence
  • Assertiveness

    • When introducing others, what should you use?

  • First names only
  • Last names only
  • Job titles only
  • Courtesy titles (Mr, Ms, Mrs, Dr) (correct)

    • What should you respect when using forms of address?

    <p>Age, rank and hierarchy</p> Signup and view all the answers

    What is NOT a recommended practice when introducing yourself?

    <p>Using a courtesy title</p> Signup and view all the answers

    What is an important aspect of business etiquette?

    <p>Thoughtfulness and respect</p> Signup and view all the answers

    What is a responsibility of the KAM and NAM?

    <p>Training himself in proper business etiquette</p> Signup and view all the answers

    What is a key element of good etiquette?

    <p>Respect</p> Signup and view all the answers

    What is the primary goal of a marketing strategy?

    <p>To concentrate limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage</p> Signup and view all the answers

    What is the first step in the marketing strategy process?

    <p>Planning</p> Signup and view all the answers

    What is the primary responsibility of the Service Assurance team?

    <p>Fault detection and repair</p> Signup and view all the answers

    What type of selling effort is required for Enterprise Business in BSNL?

    <p>Personalized selling</p> Signup and view all the answers

    Who does the Platinum Customer Relations Team report to?

    <p>GM, Enterprise - Circle</p> Signup and view all the answers

    What is the main objective of enterprise marketing?

    <p>To capture more clients of higher revenue for your business</p> Signup and view all the answers

    What is a characteristic of a successful enterprise marketing strategy?

    <p>It taps into the full breadth of the business resources</p> Signup and view all the answers

    What is the role of the outgoing team in the Platinum Customer Relations Team?

    <p>Receiving SD/SA requests from the sales team that require coordination with other circles</p> Signup and view all the answers

    What is the purpose of the zonal division in the outgoing team?

    <p>To deal with circles lying within a specific zone</p> Signup and view all the answers

    What is the benefit of a series of small to midsize marketing campaigns?

    <p>It helps to build and retain a loyal customer base</p> Signup and view all the answers

    What is the main difference between enterprise marketing and a typical marketing strategy?

    <p>Enterprise marketing is bigger and broader</p> Signup and view all the answers

    What is the role of the DGM, Customer Relations?

    <p>Leading the Platinum Customer Relations Team</p> Signup and view all the answers

    What is the primary responsibility of the Service Delivery team?

    <p>Commissioning of projects</p> Signup and view all the answers

    What is the outcome of a successful enterprise marketing strategy?

    <p>It helps to capture more clients of higher revenue for your business</p> Signup and view all the answers

    What is the role of the National Account Managers (NAMs) located in the circle office?

    <p>Coordinating with the incoming Customer Relations team of other circles</p> Signup and view all the answers

    What is the purpose of the Customer Relations Team?

    <p>To assist the Platinum and Gold sales teams</p> Signup and view all the answers

    What is the primary purpose of a sales retrospective?

    <p>To identify areas for improvement</p> Signup and view all the answers

    What is the benefit of discussing and documenting sales successes?

    <p>It helps to establish a precedent for future actions</p> Signup and view all the answers

    What should participants be encouraged to think beyond when discussing sales successes?

    <p>Generalities</p> Signup and view all the answers

    What is an example of a specific sales success?

    <p>Many of my clients made multiple purchases</p> Signup and view all the answers

    Why is it important to discuss what went poorly during the sales process?

    <p>To learn from history and avoid repeating mistakes</p> Signup and view all the answers

    What should be done when discussing what went poorly during the sales process?

    <p>Be specific and accurate when chronicling the history</p> Signup and view all the answers

    What is an example of a specific sales mistake?

    <p>I lost deals due to lack of preparation</p> Signup and view all the answers

    What is the outcome of a well-framed sales retrospective?

    <p>A more trusting and supportive sales team</p> Signup and view all the answers

    What is a Service Level Agreement (SLA) in telecommunications?

    <p>A contract between a service provider and a client for guaranteeing delivery of a service</p> Signup and view all the answers

    What is the purpose of establishing Service Level Objectives (SLOs) in an SLA?

    <p>To specify the Quality of Service (QoS) desired</p> Signup and view all the answers

    What is the main focus of the EB sales process and workflow?

    <p>Dealing with EB customers</p> Signup and view all the answers

    What is the outcome of completing the module on Service Delivery and SLA?

    <p>Knowing the features and components of SLA</p> Signup and view all the answers

    What is a Service Level Guarantee (SLG) in an SLA?

    <p>A promise to meet the Service Level Objectives (SLOs)</p> Signup and view all the answers

    What is the primary function of an SLA?

    <p>To establish a contract between a service provider and a client</p> Signup and view all the answers

    What is the relationship between Service Level Objectives (SLOs) and Quality of Service (QoS) in an SLA?

    <p>SLOs are used to specify QoS</p> Signup and view all the answers

    What is the topic of the lesson that discusses the sales review process?

    <p>Sales Process and Sales Review</p> Signup and view all the answers

    What is an essential attribute of good social and business etiquette?

    <p>Thoughtfulness</p> Signup and view all the answers

    What is a component of business etiquette?

    <p>Actions</p> Signup and view all the answers

    What should you use when introducing others?

    <p>Courtesy titles</p> Signup and view all the answers

    What should you respect when using forms of address?

    <p>Both A and B</p> Signup and view all the answers

    What is NOT a recommended practice when introducing yourself?

    <p>Using courtesy titles</p> Signup and view all the answers

    What is a key aspect of business etiquette?

    <p>Respecting others</p> Signup and view all the answers

    What is a responsibility of the KAM and NAM?

    <p>Training themselves in business etiquette</p> Signup and view all the answers

    What is a key element of good etiquette?

    <p>Being respectful</p> Signup and view all the answers

    What is the benefit of identifying actions that led to failures in sales?

    <p>To gain a better understanding of the failures and improve</p> Signup and view all the answers

    What should you do with your lists of successes and failures?

    <p>Keep a list of only failures for later reference</p> Signup and view all the answers

    What is the purpose of asking prompting questions during a sales review?

    <p>To mine the team for more insight</p> Signup and view all the answers

    What should you do after discussing successes and failures?

    <p>Consolidate everyone's answers and organize them hierarchically</p> Signup and view all the answers

    What should you identify when consolidating everyone's answers?

    <p>Which areas are in most need of improvement</p> Signup and view all the answers

    Why is it important to discuss what went poorly during the sales process?

    <p>To gain a better understanding of the failures and improve</p> Signup and view all the answers

    What is an example of a specific sales mistake?

    <p>Spent too much time chasing big deals that were dead in the water</p> Signup and view all the answers

    What is the primary focus of the Enterprise Business team in BSNL?

    <p>End-to-end customer relationship management for existing gold and silver customers</p> Signup and view all the answers

    What is the outcome of a well-framed sales retrospective?

    <p>Improved sales performance</p> Signup and view all the answers

    What is the role of the KAM in BSNL?

    <p>To provide guidance to sales team on managing and growing enterprise business</p> Signup and view all the answers

    What is the purpose of developing vertical specific solutions for gold and silver enterprise customers?

    <p>To match client needs with BSNL products</p> Signup and view all the answers

    What is the outcome of a successful enterprise business strategy in BSNL?

    <p>Growth of enterprise business from existing gold and silver customers</p> Signup and view all the answers

    What is the role of the GM (Enterprise Business – II) in BSNL?

    <p>To liaison with Head of Business Planning on sales policy and sales strategy</p> Signup and view all the answers

    What is the primary responsibility of the KAM in terms of sales planning?

    <p>To allocate and plan sales for existing gold and silver customers</p> Signup and view all the answers

    What is the purpose of accompanying team members on critical sales meetings?

    <p>To provide support in terms of quick turnaround on discounting, solutions and services</p> Signup and view all the answers

    What is the outcome of a comprehensive action agenda for enterprise business?

    <p>Growth of enterprise business from existing gold and silver customers</p> Signup and view all the answers

    What does a person's sloppy dress sense convey to others?

    <p>Poor time management skills</p> Signup and view all the answers

    What is the importance of dressing properly?

    <p>To show consideration for others and oneself</p> Signup and view all the answers

    What should you avoid wearing to a client's social event?

    <p>Shabby clothes</p> Signup and view all the answers

    What is the significance of choosing the right fabric and accessories?

    <p>It can make any outfit look sublime</p> Signup and view all the answers

    Why is it important to dress appropriately for an occasion?

    <p>To show respect for the occasion and the audience</p> Signup and view all the answers

    What do shoes, bags, and watches convey about a person?

    <p>Their unique perspective on what is classic and fashionable</p> Signup and view all the answers

    What is the impact of wearing casual clothes to a business meeting?

    <p>It creates a bad impression</p> Signup and view all the answers

    What is the primary goal of dressing properly?

    <p>To show respect for oneself and others</p> Signup and view all the answers

    What is the premium charge for SLA on a working day?

    <p>5% of total billed amount</p> Signup and view all the answers

    What is the rebate for every 10 hours in excess of 88 hours in a year?

    <p>2% of the rental of circuit per month</p> Signup and view all the answers

    What is the credit equal to if BSNL fails to meet the SLA parameters for Latency, packet loss, or Jitter for a continuous period of 30 minutes?

    <p>5 times the period</p> Signup and view all the answers

    What is the SLA rebate for every 10 hours in excess of 22 hours in a quarter?

    <p>1% of the rental of circuit per quarter</p> Signup and view all the answers

    Who decides the value of premium charges for SLA?

    <p>BD cell</p> Signup and view all the answers

    What is the purpose of SLA rebates?

    <p>To ensure QoS and meet customer expectations</p> Signup and view all the answers

    What is the SLA rebate for exceeding the 22 hours in a quarter?

    <p>1% of the rental of circuit per quarter</p> Signup and view all the answers

    What is the purpose of premium charges for SLA?

    <p>To ensure QoS and meet customer expectations</p> Signup and view all the answers

    What is a characteristic of a product that promises and delivers reliability?

    <p>It is more likely to be successful in the present market</p> Signup and view all the answers

    What is the primary goal of the evaluate the options stage in the buying cycle?

    <p>To short-list the options that meet the needs most closely</p> Signup and view all the answers

    What is the main objective of the opening stage in the selling cycle?

    <p>To attend to the customer for the first time</p> Signup and view all the answers

    What is the primary benefit of a cost-effective solution?

    <p>It gives value for money to the customer</p> Signup and view all the answers

    What is the primary goal of the adaptability category of benefits?

    <p>To adapt to any environment or situation</p> Signup and view all the answers

    What is the primary objective of the recognize the need stage in the buying cycle?

    <p>To feel the need to buy a product or service</p> Signup and view all the answers

    What is the primary benefit of time-saving and independence?

    <p>It allows the customer to work in flexible time</p> Signup and view all the answers

    What is the primary goal of the decide to buy stage in the buying cycle?

    <p>To finally decide to purchase the product or service</p> Signup and view all the answers

    What is the first step towards improvement after consolidating and organizing successes and failures?

    <p>Turning the what into a why</p> Signup and view all the answers

    What is the purpose of turning the what into a why?

    <p>To identify the root cause of a given success or failure</p> Signup and view all the answers

    What is the primary purpose of a Service Level Agreement (SLA)?

    <p>To define service expectations</p> Signup and view all the answers

    What is the main difference between an external SLA and an internal SLA?

    <p>Formal contract requirements</p> Signup and view all the answers

    What is an example of turning the what into a why?

    <p>What: I failed to connect with buyers. Why: I did not tailor my messaging to the buyer's industry.</p> Signup and view all the answers

    What are the two major parts of a Service Level Agreement (SLA)?

    <p>Technical and contractual</p> Signup and view all the answers

    What is the outcome of establishing what was learned from successes and failures?

    <p>The likelihood of obtaining a face-to-face meeting is increased</p> Signup and view all the answers

    What is the purpose of engaging in linguistic rearranging after identifying successes and failures?

    <p>To establish what was learned from successes and failures</p> Signup and view all the answers

    What is a key aspect of service expectations in an SLA?

    <p>All of the above</p> Signup and view all the answers

    What is the primary focus of Service Level Management (SLM)?

    <p>Ensuring SGLs are met</p> Signup and view all the answers

    What is the benefit of turning the what into a why and establishing what was learned?

    <p>It improves sales outcomes by addressing root causes</p> Signup and view all the answers

    What is an example of a success or failure that can be turned into a why?

    <p>Multiple customers rejected my work</p> Signup and view all the answers

    What can a client do with services received through an SLA?

    <p>Resell them to other clients</p> Signup and view all the answers

    What is the outcome of understanding the root cause of a given success or failure?

    <p>Improvements can be made to sales processes and outcomes</p> Signup and view all the answers

    How many SLAs can a provider enter into?

    <p>All of the above</p> Signup and view all the answers

    What is the primary function of an SLA in terms of service quality?

    <p>Defining service expectations</p> Signup and view all the answers

    Why is it important to identify the actions that led to failures in sales?

    <p>To improve your sales process and avoid similar mistakes in the future</p> Signup and view all the answers

    What is the purpose of discussing what went poorly during the sales process?

    <p>To learn from your mistakes and improve your sales process</p> Signup and view all the answers

    What should you do with your lists of successes and failures?

    <p>Keep them for future reference</p> Signup and view all the answers

    What is the outcome of a well-framed sales retrospective?

    <p>Identifying areas for improvement and learning from mistakes</p> Signup and view all the answers

    What is the purpose of asking prompting questions during the sales review process?

    <p>To mine your team for more insight and identify areas for improvement</p> Signup and view all the answers

    What should you do when discussing what went poorly during the sales process?

    <p>Identify what actions led to the failures</p> Signup and view all the answers

    What is the benefit of consolidating everyone's answers and organizing them hierarchically?

    <p>To identify areas for improvement and prioritize them</p> Signup and view all the answers

    Why is it important to cover all your bases during the sales review process?

    <p>To identify areas for improvement and learn from your mistakes</p> Signup and view all the answers

    What is the primary focus when accessing availability and performance?

    <p>Focusing on the level of detail depending on the technology used</p> Signup and view all the answers

    Why should specific measurements like CPU utilization be avoided in SLAs?

    <p>They are difficult to interpret</p> Signup and view all the answers

    What is a consideration when setting acceptable levels of packet loss for different types of traffic?

    <p>The type of traffic being transmitted</p> Signup and view all the answers

    Why is it important to specify the details of data collection in an SLA?

    <p>To ensure both parties agree on the method of data collection</p> Signup and view all the answers

    What is a concern when having the other party do the measurements in an SLA?

    <p>You need to trust their measurements</p> Signup and view all the answers

    Why are hardware verifiers sometimes used in SLA data collection?

    <p>To avoid interference with traffic</p> Signup and view all the answers

    What is an important aspect of specifying data collection details in an SLA?

    <p>All of the above</p> Signup and view all the answers

    Why is it unrealistic to expect 100% up-time in an SLA?

    <p>Because nothing is ever perfect</p> Signup and view all the answers

    What is the primary focus of the EB wing in BSNL's organizational structure?

    <p>Identification of specific needs of enterprise customers</p> Signup and view all the answers

    What is the main difference from the previous approach to enterprise sales in BSNL?

    <p>Creation of a new DGM post at the circle level</p> Signup and view all the answers

    What is the primary goal of the marketing strategy?

    <p>To increase revenues</p> Signup and view all the answers

    What is the role of the EB wing in BSNL's organizational structure?

    <p>To identify the specific needs of enterprise customers</p> Signup and view all the answers

    What is the benefit of categorizing enterprise customers as platinum, gold, and silver?

    <p>To give proper focus to such customers based on their potential</p> Signup and view all the answers

    What is the responsibility of the EB wing in promoting enterprise business?

    <p>Through advertisements and promotions based on focused market research</p> Signup and view all the answers

    What is the outcome of completing the lesson on Enterprise Business customers' needs?

    <p>Understand the Needs of EB customers</p> Signup and view all the answers

    What is the primary responsibility of the DGM (Service Delivery/Service Assurance) post?

    <p>To handle project management for enterprise business</p> Signup and view all the answers

    What is the purpose of the sales funnel in handling Enterprise business?

    <p>To convert prospects into sales</p> Signup and view all the answers

    What is the output of the sales funnel?

    <p>Customers</p> Signup and view all the answers

    How often should KAMs prepare their sales activity report?

    <p>After every week</p> Signup and view all the answers

    What should a client do before a meeting?

    <p>Find out about the participants</p> Signup and view all the answers

    What is the purpose of the sales activity report?

    <p>To monitor progress of each lead</p> Signup and view all the answers

    What is considered a courteous behavior when using a cell phone?

    <p>Lowering your volume</p> Signup and view all the answers

    What is the first stage of the sales funnel?

    <p>Registering the lead</p> Signup and view all the answers

    What is a benefit of having good etiquette?

    <p>Instant rapport with strangers</p> Signup and view all the answers

    Who should participate in preparing the sales funnel?

    <p>KAMs in the presence of DGM concerned</p> Signup and view all the answers

    What should you consider when dressing for work?

    <p>Your organization's dress code</p> Signup and view all the answers

    What is the purpose of monitoring the progress of each lead?

    <p>To convert prospects into sales</p> Signup and view all the answers

    What is a key aspect of corporate grooming?

    <p>Wearing clean and ironed clothes</p> Signup and view all the answers

    What should you do when interrupting someone is not allowed?

    <p>Wait for the other person to finish</p> Signup and view all the answers

    What is the benefit of using the sales funnel?

    <p>It helps to convert prospects into sales</p> Signup and view all the answers

    What is a responsible behavior when using a speaker phone?

    <p>Seeking permission from neighbors</p> Signup and view all the answers

    What is a key aspect of communication courtesies?

    <p>Returning phone calls and replying to emails within 24 hours</p> Signup and view all the answers

    What is the primary role of an Account Manager in BSNL?

    <p>To build new relationships and maintain existing ones</p> Signup and view all the answers

    What is the main focus of an Account Manager in BSNL?

    <p>To balance customer requirements with company needs</p> Signup and view all the answers

    What is a characteristic of a successful Account Manager in BSNL?

    <p>Having deep personal relationships with clients</p> Signup and view all the answers

    What is the role of an Account Manager in BSNL during the sales process?

    <p>To provide consulting services to customers</p> Signup and view all the answers

    What are the two main aspects of an Account Manager's role in BSNL?

    <p>Building new relationships and maintaining existing ones</p> Signup and view all the answers

    What is the outcome of an Account Manager's successful relationship with customers?

    <p>Customers may purchase products and services on a consulting basis</p> Signup and view all the answers

    What is the role of an Account Manager in BSNL in terms of business?

    <p>To personify BSNL for key customers</p> Signup and view all the answers

    What is the phase of an Account Manager's role that involves defining their expectations from their position in BSNL?

    <p>Understanding personal/professional aspirations</p> Signup and view all the answers

    What is the primary goal when creating an SLA?

    <p>To define the service level objectives</p> Signup and view all the answers

    Who typically creates an initial draft for an SLA?

    <p>An in-house team</p> Signup and view all the answers

    What is the benefit of approaching the SLA creation process from a life-cycle perspective?

    <p>It allows for a more formalized process</p> Signup and view all the answers

    What is the purpose of monitoring and evaluating services in an SLA?

    <p>To identify areas for improvement</p> Signup and view all the answers

    What is the ultimate goal of creating an SLA?

    <p>To produce a viable contract</p> Signup and view all the answers

    Why is it important to avoid being needlessly specific when measuring traffic?

    <p>To avoid unnecessary complexity</p> Signup and view all the answers

    What is the benefit of using software tools to measure traffic?

    <p>They are more flexible than hardware devices</p> Signup and view all the answers

    What is the primary consideration when selecting a tool to measure traffic?

    <p>What is being measured</p> Signup and view all the answers

    What is the primary goal of the company representative at the stage of demonstrating the product?

    <p>To show that the product is the best solution to the customer's need</p> Signup and view all the answers

    What is the main responsibility of the DGM (Channel Partners)?

    <p>Generation of business from silver enterprise customers through channel partners</p> Signup and view all the answers

    What is the primary focus of the DGM (SD/SA–ENTERPRISE)?

    <p>Interfacing with all enterprise customers for high-quality service</p> Signup and view all the answers

    What is the purpose of eliminating doubts in the sales process?

    <p>To turn the customer's doubts into strong beliefs to purchase the product</p> Signup and view all the answers

    What is the role of the DGM (Customer Relations) in terms of enterprise customers?

    <p>Prioritized service for all enterprise customers</p> Signup and view all the answers

    What is the close technique that involves summarizing in sets of three items?

    <p>Close Technique</p> Signup and view all the answers

    What is the purpose of post-sales follow-up?

    <p>To manage the customer's post-sales feelings</p> Signup and view all the answers

    What is the primary objective of the Customer Relations Team?

    <p>Prioritized service for all enterprise customers</p> Signup and view all the answers

    What is the main role of the Head of Network for Consumer Fixed Access and Head of Network for Consumer Mobility?

    <p>Commissioning of projects and fault detection and repair</p> Signup and view all the answers

    What type of information is maintained in the prescribed templates?

    <p>Information gathered during customer meetings</p> Signup and view all the answers

    What is the primary responsibility of the Service Delivery team?

    <p>Commissioning of projects and fault detection and repair</p> Signup and view all the answers

    What is the primary focus of the stage of closing?

    <p>Making the payment and receiving the delivery of the product</p> Signup and view all the answers

    What is the purpose of the Best Time Close Technique?

    <p>To invoke seasonal effects, such as an introductory offer for a limited period</p> Signup and view all the answers

    What is the main objective of the Service Assurance team?

    <p>Fault detection and repair</p> Signup and view all the answers

    What is the primary focus of the DGM (Customer Relations) in terms of Circle operations?

    <p>Interaction with Head Office and Region Offices for smooth day-to-day operations</p> Signup and view all the answers

    What is the benefit of the No-Hassle Close Technique?

    <p>It makes completing the deal easy for the customer</p> Signup and view all the answers

    What is the premium charge for a working day, except national holidays?

    <p>5%</p> Signup and view all the answers

    What is the SLA rebate for every 10 hours in excess of 88 hours in a year?

    <p>2% of the rental of circuit per quarter</p> Signup and view all the answers

    What is the SLA rebate for every 10 hours in excess of 22 hours in a quarter?

    <p>1% of the rental of circuit per quarter</p> Signup and view all the answers

    What is the credit equal to when BSNL fails to meet the SLA parameters for a continuous period of 30 minutes?

    <p>5 times the period</p> Signup and view all the answers

    What is the purpose of SLA rebate?

    <p>To compensate customers for BSNL's failure to meet SLA parameters</p> Signup and view all the answers

    Who is responsible for approving the premium charges for SLA?

    <p>BD cell of BSNL</p> Signup and view all the answers

    What is the relationship between SLA and premium charges?

    <p>SLA determines premium charges</p> Signup and view all the answers

    What is the primary responsibility of the GM (Business Planning) - Ent?

    <p>Articulation of overall business aspiration, strategy and business and financial plans</p> Signup and view all the answers

    What is the purpose of Service Level Agreement (SLA)?

    <p>To define the quality of service provided by BSNL</p> Signup and view all the answers

    Who should keep track of all the leads of the KAMs and try to know the reason of non-progress?

    <p>DGM</p> Signup and view all the answers

    What is the primary responsibility of the GM (Enterprise Business - I) - Ent?

    <p>Achieving profitable and sustainable growth of enterprise business by creating sales policy &amp; strategy for platinum enterprise customers</p> Signup and view all the answers

    What is the purpose of the GM (Enterprise Business - II) - Ent?

    <p>Achieving profitable and sustainable growth of enterprise business by creating sales policy &amp; strategy for gold &amp; silver enterprise customers</p> Signup and view all the answers

    What is the primary responsibility of the DGM (Carrier Wholesale) - Ent?

    <p>Generating Carrier Wholesale revenues for Enterprise business unit</p> Signup and view all the answers

    What is the purpose of sending sales funnel to the corporate office on each Tuesday?

    <p>For the review of the Director (Enterprise) on Wednesday</p> Signup and view all the answers

    Who may accompany the KAM for expediting the lead?

    <p>DGM</p> Signup and view all the answers

    What is the primary responsibility of the GM (Business Planning) - Ent in terms of pricing and tariff support?

    <p>Providing pricing and tariff support for products/solutions for all enterprise customers</p> Signup and view all the answers

    What is the primary goal of measuring traffic in a network?

    <p>To ensure the service is available and of good quality</p> Signup and view all the answers

    Why is it important to select the appropriate people to create an SLA?

    <p>To ensure the business, technical, and legal perspectives are considered</p> Signup and view all the answers

    What is the outcome of a well-defined SLA?

    <p>A viable contract is produced</p> Signup and view all the answers

    What is the primary purpose of an SLA?

    <p>To establish a contract between the service provider and client</p> Signup and view all the answers

    What is the benefit of taking a life-cycle perspective when creating an SLA?

    <p>It helps to formalize the process to the degree needed</p> Signup and view all the answers

    What is the primary focus of the SLA creation process?

    <p>To produce a viable contract</p> Signup and view all the answers

    What is the purpose of involving the appropriate people at the appropriate levels in SLA negotiations?

    <p>To avoid one-sided negotiations</p> Signup and view all the answers

    What is the primary advantage of creating an SLA for a specific situation?

    <p>It provides a tailored contract for the client's needs</p> Signup and view all the answers

    What is Jitter in the context of electronics and telecommunications?

    <p>Unwanted variation of one or more signal characteristics</p> Signup and view all the answers

    What is the maximum acceptable Jitter according to the content?

    <p>25 ms</p> Signup and view all the answers

    What is the toll free helpdesk Number at NOC for MPLS VPN? 1957 is the toll free helpdesk number at ___

    <p>NOC</p> Signup and view all the answers

    True or False: BSNL implemented a country-wide MPLS VPN network for NTPC.

    <p>True</p> Signup and view all the answers

    Match the BSNL SLA Parameters with their respective SLA levels:

    <p>Uptime = 99 % Latency = 150 ms Packet Loss = 1% Jitter = 25 ms</p> Signup and view all the answers

    Who is accountable for managing service delivery to client accounts according to the content?

    <p>DGM Service Delivery</p> Signup and view all the answers

    What is the primary focus of an account manager before approaching a customer?

    <p>To have a thorough knowledge of BSNL products and services</p> Signup and view all the answers

    What is the main objective of an account manager when contacting clients regularly?

    <p>To understand if the product is working satisfactorily</p> Signup and view all the answers

    What is a key aspect of an account manager's preparation before approaching a customer?

    <p>Understanding of the customer's business and market share</p> Signup and view all the answers

    What is a key characteristic of a successful account manager?

    <p>Keeps promises and is responsive to customer needs</p> Signup and view all the answers

    What is the primary responsibility of an account manager when following up with a customer?

    <p>To ensure speedy delivery of service to the client</p> Signup and view all the answers

    What is an essential aspect of an account manager's interaction with a customer?

    <p>Respects the customer's business and is sincere in interactions</p> Signup and view all the answers

    What is the primary goal of an account manager's preparation before approaching a customer?

    <p>To have a thorough knowledge of BSNL products and services</p> Signup and view all the answers

    What is an essential aspect of an account manager's follow-up with a customer?

    <p>To ensure speedy delivery of service to the client</p> Signup and view all the answers

    What is the primary responsibility of the DGM, Channel Partners?

    <p>Generating business from silver enterprise customers through channel partners</p> Signup and view all the answers

    What is the main objective of the DGM, Customer Relations?

    <p>Ensuring high quality of service for all enterprise customers</p> Signup and view all the answers

    What is the primary function of the DGM, SD/SA–Enterprise?

    <p>Interfacing with all enterprise customers</p> Signup and view all the answers

    What is the purpose of the Customer Relations Team?

    <p>To ensure high quality of service for all enterprise customers</p> Signup and view all the answers

    What is the primary responsibility of the Service Assurance team?

    <p>Fault detection and repair</p> Signup and view all the answers

    What is the main objective of the Service Delivery team?

    <p>Commissioning of projects</p> Signup and view all the answers

    What is the primary responsibility of the DGM, Customer Relations in terms of enterprise customers?

    <p>Ensuring high quality of service for all enterprise customers</p> Signup and view all the answers

    What is the main objective of the DGM, Channel Partners in terms of channel partners?

    <p>Creating tie-ups with channel partners for management of silver enterprise accounts</p> Signup and view all the answers

    What should you aim for in your appearance when doing business?

    <p>Elegance, allowing others to focus on the project at hand</p> Signup and view all the answers

    What is more important than the fashion label of an accessory?

    <p>The authenticity of the accessory</p> Signup and view all the answers

    Why should you tone down your personal style in a corporate environment?

    <p>To show respect for your business partners</p> Signup and view all the answers

    What should you focus on when discovering your personal style?

    <p>What makes you confident and happy</p> Signup and view all the answers

    Why should you avoid committing 'cosmetic sins' in a business setting?

    <p>To focus on the project at hand, rather than your appearance</p> Signup and view all the answers

    What should you prioritize when choosing an accessory?

    <p>The authenticity of the accessory</p> Signup and view all the answers

    What is the relationship between style and self-perception?

    <p>They are deeply connected</p> Signup and view all the answers

    What should you avoid in a business setting?

    <p>Committing 'cosmetic sins'</p> Signup and view all the answers

    What is the primary benefit of a product or plan that promises and delivers 'reliability'?

    <p>It appeals more to the prospects</p> Signup and view all the answers

    Which of the following is NOT a category of the benefits of a product or plan?

    <p>Flexibility</p> Signup and view all the answers

    What is the first stage of the buying cycle (Reed-Cycle)?

    <p>Recognize the Need</p> Signup and view all the answers

    What is the purpose of the 'Eliminate Doubts' stage in the buying cycle?

    <p>To get clarification on concerns regarding the product/service</p> Signup and view all the answers

    What is the first stage of the selling cycle (ODPEC-Cycle)?

    <p>Opening</p> Signup and view all the answers

    What is the primary goal of the 'Developing the Sale' stage in the selling cycle?

    <p>To determine whether the customer has recognized the need</p> Signup and view all the answers

    What is the primary benefit of a cost-effective solution?

    <p>It gives value for money to the prospect</p> Signup and view all the answers

    What is the primary benefit of an adaptable solution?

    <p>It can easily adapt itself to any environment or situation</p> Signup and view all the answers

    What is the expected growth rate of the Indian telecommunication services market by 2020?

    <p>10.3% year-on-year</p> Signup and view all the answers

    What is the expected total mobile services market revenue in India in 2017?

    <p>US$ 37 billion</p> Signup and view all the answers

    What is the expected number of smartphone users in India by 2021?

    <p>810 million users</p> Signup and view all the answers

    What is the expected total smartphone traffic in India by 2021?

    <p>4.5 exabytes (EB) per month</p> Signup and view all the answers

    What is the rank of India in terms of mobile subscriber base in the world?

    <p>Second largest in the world</p> Signup and view all the answers

    What is the expected number of broadband services users in India by 2017?

    <p>250 million connections</p> Signup and view all the answers

    What was the total number of Fourth-Generation (4G) enabled smartphone shipments in India in the quarter ending December 2015?

    <p>13.9 million units</p> Signup and view all the answers

    What percentage of total shipments did 4G enabled smartphone shipments surpass in the quarter ending December 2015?

    <p>50% of total shipments</p> Signup and view all the answers

    What is the primary role of the EB wing in BSNL's organizational structure?

    <p>To promote enterprise business to platinum customers through marketing activities</p> Signup and view all the answers

    What is the key difference between the previous approach to enterprise sales and the current approach?

    <p>The separation of responsibilities between DGM Service Delivery/Service Assurance and DGM Enterprise Sales</p> Signup and view all the answers

    What is the main objective of the EB wing in terms of customer categorization?

    <p>To categorize customers based on their potential and provide focused marketing activities</p> Signup and view all the answers

    What is the role of the leased circuit unit in the EB wing?

    <p>To execute enterprise projects</p> Signup and view all the answers

    What is the outcome of a successful enterprise marketing strategy?

    <p>All of the above</p> Signup and view all the answers

    What is the primary focus of the EB sales process and workflow?

    <p>To execute enterprise projects</p> Signup and view all the answers

    What is the role of the DGM (Service Delivery/Service Assurance) post at the circle level?

    <p>To handle project management for enterprise projects</p> Signup and view all the answers

    What is the benefit of separating the responsibilities of DGM Enterprise Sales and DGM Service Delivery/Service Assurance?

    <p>To allow the DGM Enterprise Sales to focus on new business</p> Signup and view all the answers

    What is the primary focus of business etiquette in a professional setting?

    <p>To demonstrate respect and thoughtfulness towards others</p> Signup and view all the answers

    Which of the following is NOT a component of business etiquette?

    <p>Written communication</p> Signup and view all the answers

    When introducing others, what should you NOT use?

    <p>First names</p> Signup and view all the answers

    What is the primary benefit of practicing good business etiquette?

    <p>To create a positive and respectful impression</p> Signup and view all the answers

    What is the relationship between business etiquette and personal appearance?

    <p>Personal appearance is a component of business etiquette</p> Signup and view all the answers

    Which of the following is a key attribute of good social and business etiquette?

    <p>Thoughtfulness</p> Signup and view all the answers

    What is the primary responsibility of the KAM and NAM in relation to business etiquette?

    <p>To train themselves in business etiquette</p> Signup and view all the answers

    What is the outcome of practicing good business etiquette in a professional setting?

    <p>Stronger professional relationships</p> Signup and view all the answers

    What is the primary characteristic of a Service Level Agreement (SLA)?

    <p>It is a communication tool</p> Signup and view all the answers

    What is the main purpose of having measurable parameters in an SLA?

    <p>To provide a scope for continuous improvement</p> Signup and view all the answers

    What is included in the metric measurement and formula in an SLA?

    <p>A combination of network-related, customer-related, and end-to-end metrics</p> Signup and view all the answers

    What is the purpose of the review procedure in an SLA?

    <p>To evaluate and improve the service performance</p> Signup and view all the answers

    What is a key responsibility of the DGM (Customer Relations)?

    <p>Liaisoning with Head of Network for Consumer Fixed Access and Head of Network for Consumer Mobility</p> Signup and view all the answers

    What is the main focus of the crisis management and disputes resolution component in an SLA?

    <p>To manage crisis situations that affect the service delivery</p> Signup and view all the answers

    What is the primary focus of the DGM (CHANNEL PARTNERS)?

    <p>Generation of business from silver enterprise customers through channel partners</p> Signup and view all the answers

    What is the role of the DGM (SD/SA–ENTERPRISE)?

    <p>Interfacing with all enterprise customers for high-quality service</p> Signup and view all the answers

    What is the primary purpose of the change process component in an SLA?

    <p>To manage changes to the service delivery</p> Signup and view all the answers

    What is the main benefit of having a framework for understanding the service delivery and performance expectations in an SLA?

    <p>It provides a clear understanding of the service expectations</p> Signup and view all the answers

    Who does the DGM (Customer Relations) interact with for smooth day-to-day operations?

    <p>Head Office and Region Offices</p> Signup and view all the answers

    What is the purpose of setting targets for Circle by the DGM (CHANNEL PARTNERS)?

    <p>To monitor performance against business plan</p> Signup and view all the answers

    What is the primary function of an SLA?

    <p>To provide a framework for understanding the service delivery and performance expectations</p> Signup and view all the answers

    What is the outcome of a successful liaisoning between the DGM (Customer Relations) and the Head of Network?

    <p>High-quality service for all enterprise customers</p> Signup and view all the answers

    What is the role of the DGM (Customer Relations) in escalating service delivery and service assurance issues?

    <p>To escalate issues to GM (Network Operations) – CFA, GM (Network Operations) – CM, and GM (Core Network Operations) – Ent</p> Signup and view all the answers

    What is the purpose of the DGM (Customer Relations) monitoring performance against business plan at Circle level?

    <p>To take corrective action as and when required</p> Signup and view all the answers

    What is the primary focus of the EB sales process and workflow?

    <p>Emphasizing important things while dealing with EB Customers</p> Signup and view all the answers

    What is the main purpose of establishing Service Level Objectives (SLOs) in an SLA?

    <p>To specify the Quality of Service (QoS) desired</p> Signup and view all the answers

    What is the relationship between Service Level Objectives (SLOs) and Quality of Service (QoS) in an SLA?

    <p>SLOs specify QoS</p> Signup and view all the answers

    What is the primary function of a Service Level Agreement (SLA)?

    <p>To provide guarantees for delivery of a service</p> Signup and view all the answers

    What is a Service Level Guarantee (SLG) in an SLA?

    <p>A promise to meet the Service Level Objectives (SLOs)</p> Signup and view all the answers

    What is the outcome of completing the module on Service Delivery and SLA?

    <p>The trainee will know about the features and components of SLA</p> Signup and view all the answers

    What is the topic of the lesson that discusses the sales review process?

    <p>Sales Process and Sales Review</p> Signup and view all the answers

    What is the primary purpose of a Service Level Agreement (SLA)?

    <p>To establish a formal contract between a provider and client</p> Signup and view all the answers

    What is a characteristic of an internal SLA?

    <p>It is an agreement between different divisions within an organization</p> Signup and view all the answers

    What is the purpose of the technical section in an SLA?

    <p>To define the service expectations and desired level of service</p> Signup and view all the answers

    What is an example of a service expectation that may be outlined in an SLA?

    <p>The availability of a service</p> Signup and view all the answers

    What is the relationship between an SLA and a service chain?

    <p>A service chain is a series of SLAs between different clients and providers</p> Signup and view all the answers

    What is a key aspect of the service expectation section of an SLA?

    <p>It specifies the desired level of service</p> Signup and view all the answers

    What is the purpose of the contractual or legal section of an SLA?

    <p>To outline the fees and non-performance penalties</p> Signup and view all the answers

    What is a characteristic of an external SLA?

    <p>It establishes a formal contract between a provider and client</p> Signup and view all the answers

    What is the primary focus of measuring uptime in a network link?

    <p>To ensure the link is available for 99% of the time</p> Signup and view all the answers

    What is the definition of one-way latency in a packet-switched network?

    <p>The time from the source sending a packet to the destination receiving it</p> Signup and view all the answers

    What is the purpose of the 'ping' service in measuring latency?

    <p>To measure the latency of a link</p> Signup and view all the answers

    What is the definition of serialization delay in packet transmission?

    <p>The time from the start of packet reception to the end of packet reception</p> Signup and view all the answers

    Why is round-trip latency more often quoted than one-way latency?

    <p>Because it can be measured from a single point</p> Signup and view all the answers

    What is the relationship between latency and throughput in a packet-switched network?

    <p>Latency is independent of throughput and packet size</p> Signup and view all the answers

    What is the primary reason for measuring latency in a packet-switched network?

    <p>To identify bottlenecks in the network</p> Signup and view all the answers

    What is the benefit of defining one-way latency as the time from the start of packet transmission to the start of packet reception?

    <p>It allows for more accurate measurement of latency</p> Signup and view all the answers

    What is the primary focus of the review and monitoring mechanism for the Customer Relations Team?

    <p>Service Delivery and Service Assurance</p> Signup and view all the answers

    What is the purpose of tracking leads that appear in Stage 4 of the sales funnel?

    <p>To analyze the commissioning status of the lead</p> Signup and view all the answers

    What is the purpose of preparing a status chart for Service Assurance requests?

    <p>To update the status on a weekly basis</p> Signup and view all the answers

    What type of templates should be developed by the circle teams for Voice products?

    <p>Service Delivery and Service Assurance templates</p> Signup and view all the answers

    What is the primary goal of the review and monitoring mechanism for the Customer Relations Team?

    <p>To ensure that the tracking is continued till the stage that an order is commissioned and revenue is booked</p> Signup and view all the answers

    What is the purpose of reviewing the Customer Relations Team along with the sales team on a weekly basis?

    <p>To ensure that the tracking is continued till the stage that an order is commissioned and revenue is booked</p> Signup and view all the answers

    What is the benefit of developing templates for Service Delivery and Service Assurance for Voice products?

    <p>To track progress on Service Delivery and Service Assurance</p> Signup and view all the answers

    What is the purpose of the review and monitoring mechanism for the Customer Relations Team?

    <p>To ensure that the tracking is continued till the stage that an order is commissioned and revenue is booked</p> Signup and view all the answers

    What is the primary responsibility of the DGM (Tariff & Costing) - Ent?

    <p>Creation of annual financial plan, evaluation and approval of policies and processes regarding tariff and costing</p> Signup and view all the answers

    What is the main objective of the GM (Enterprise Business)?

    <p>Generation of enterprise business from gold and silver customers across industry verticals</p> Signup and view all the answers

    What are the key result areas for GM/DGM Enterprise at Circle?

    <p>Creation of annual business plan, financial targets, customer/market targets, operational targets</p> Signup and view all the answers

    What is the role of the DGM (Revenue Management) - Ent?

    <p>Formulation and implementation of policies and processes regarding billing, collections and recovery</p> Signup and view all the answers

    What is the primary responsibility of the GM (IT) - Ent?

    <p>Conceptualization and implementation of all projects specific to the Enterprise business unit</p> Signup and view all the answers

    What is the main objective of the DGM (Enterprise Business)?

    <p>Generation of enterprise business from gold enterprise customers across industry verticals through end-to-end customer relationship management</p> Signup and view all the answers

    What is the primary responsibility of the GM (Enterprise Business)?

    <p>Generation of enterprise business from platinum, gold, and silver customers across industry verticals</p> Signup and view all the answers

    What are the key components of the annual business plan for enterprise business?

    <p>Financial targets, customer/market targets, operational targets</p> Signup and view all the answers

    What is the main objective of GM (Business Planning) in Enterprise business unit?

    <p>To articulate overall business aspiration, strategy and business plans</p> Signup and view all the answers

    What is the primary responsibility of DGM (Carrier Wholesale) in Enterprise business unit?

    <p>To generate Carrier Wholesale revenues on BSNL's NLD and ILD networks</p> Signup and view all the answers

    What is the main objective of GM (Enterprise Business – I) in Enterprise business unit?

    <p>To achieve profitable and sustainable growth of enterprise business for platinum customers</p> Signup and view all the answers

    What is the frequency of sending sales funnel to the corporate office for Director (Enterprise) perusal?

    <p>Every Tuesday</p> Signup and view all the answers

    What is the role of DGM in tracking leads of KAMs?

    <p>To know the reason of non-progress and track leads</p> Signup and view all the answers

    What is the purpose of GM (Enterprise Business – II) in Enterprise business unit?

    <p>To achieve profitable and sustainable growth of enterprise business for gold and silver customers</p> Signup and view all the answers

    What is the role of GM (Business Planning) in terms of pricing and tariff support?

    <p>To provide pricing and tariff support for products/solutions</p> Signup and view all the answers

    What is the main objective of DGM accompanying KAM for expediting the lead?

    <p>To expedite the lead and ensure progress</p> Signup and view all the answers

    Study Notes

    Service Delivery and Assurance

    • Service Delivery (SD) involves commissioning of projects
    • Service Assurance (SA) involves fault detection and repair
    • Monitoring and tracking fault resolution status for all enterprise customers (platinum, gold, silver) through IT systems and tools
    • Liaising with DGM/AGM (Enterprise-SD/SA) in other circles, especially for platinum customers
    • Escalating critical delays in SD and SA for all enterprise customers to relevant levels
    • Providing recommendations to Head Office based on local environment

    Enterprise Business Unit Structure

    • The Enterprise Business Unit at the circle level is structured as follows:
      • Customer Relations Team is established for both Platinum and Gold teams within the circle office
      • The Platinum Customer Relations Team consists of DGM, Customer Relations located in the Circle office
      • The DGM is assisted by two teams - incoming and outgoing team
      • The Platinum Customer Relations outgoing team is responsible for receiving all SD/SA requests from the sales team that require coordination with other circles (outside the home circle)

    Marketing Strategy

    • Marketing strategy is a process that allows an organization to concentrate its limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage
    • The marketing strategy involves:
      • Planning
      • Designing
      • Managing
      • Integrating
      • Optimizing
      • Converting
    • Enterprise Business in BSNL requires personalized selling efforts, as every EB client is unique and has varying telecom requirements

    Enterprise Marketing

    • Enterprise marketing is a broader, personalized marketing strategy that captures more clients of higher revenue for a business
    • It involves executing a multi-faceted marketing strategy, utilizing product developers, IT managers, and more
    • Enterprise marketing is different from a typical marketing strategy in that it is bigger, broader, and more personalized

    Business Etiquette, Corporate Grooming, and Presentations

    • The responsibilities of a KAM and NAM include training themselves in proper business etiquette and grooming themselves for an effective personal appearance and behavior
    • Good social and business etiquette involves:
      • Thoughtfulness
      • Respect
      • Graciousness
      • Equal treatment
    • The three components of business etiquette are:
      • Appearance
      • Actions
      • Words
    • The essential forms of address include:
      • Respecting age, rank, and hierarchy
      • Using courtesy titles (Mr, Ms, Mrs, Dr) while introducing others
      • Never using courtesy titles when introducing oneself

    Sales Process and Sales Review

    • A sales retrospective involves discussing what went well and what went poorly during the last year
    • Discussing what went well includes:
      • Sharing, analyzing, and archiving sales successes
      • Establishing a precedent for future actions
      • Cultivating a more trusting and supportive sales team
    • Discussing what went poorly includes:
      • Identifying specific areas for improvement
      • Chronicling mistakes and learning from them
    • The sales review process involves:
      • Identifying successes and areas for improvement
      • Documenting lessons learned
      • Establishing a plan for future action

    Service Delivery and Service Level Agreements

    • A Service Level Agreement (SLA) is a contract between a service provider and a client that guarantees delivery of some service
    • Features and components of SLA include:
      • Service Level Objectives (SLOs) - goals that need to be met for the service
      • Service Level Guarantees (SLGs) - promises to meet the SLOs
      • Quality of Service (QoS) - the desired level of service
    • Enterprise Service Delivery involves:
      • Providing a set of service level guarantees to meet the SLOs
      • Establishing a set of service level objectives to specify the QoS

    Enterprise Business Management

    • Target-setting for Circle by liaisoning with Head of Business Planning at Circle
    • End-to-end customer relationship management for existing gold & silver customers across industry verticals in that circle
    • Account allocation and planning, Pre-sales and project planning, Products and solutions development by matching clients needs with BSNL products
    • Building new relationships across industry verticals to grow enterprise business from gold & silver customers in that circle
    • Guidance to sales team in the city on managing and growing enterprise business

    Business Etiquette and Corporate Grooming

    • Essential attributes of good social and business etiquette: thoughtfulness, respect, graciousness, equal treatment
    • Three components of business etiquette: appearance, actions, words
    • Essential forms of address: respect age, rank, and hierarchy, use courtesy titles, never use courtesy titles when introducing yourself
    • Importance of proper dressing: dress appropriately for the occasion and audience, avoid wearing casuals for business
    • Quality of fabrics and accessories: never compromise on quality, choose inspired accessories that reflect your personality

    Sales Process and Sales Review

    • Analyze successes and failures to identify areas for improvement
    • Ask prompting questions to generate valuable insights: what went well, what went poorly, what industry were biggest wins and losses, etc.
    • Consolidate answers to identify areas in most need of improvement
    • Invest time and energy into improving identified areas

    Service Delivery and SLA

    • SLA rebates: 5% premium charges for SLA, 10% premium charges for SLA on working days, 15% premium charges for SLA on non-working days
    • SLA rebates for latency, packet loss, and jitter: credit equal to 5 times the period for continuous failure to meet SLA parameters

    Categories of Benefits

    • Reliability: A product/plan that promises and delivers reliability is more likely to be successful in the market.
    • Easy Manageability: A solution that is convenient for the prospect or easy to use will appeal more to the prospects.
    • Cost Effectiveness: A cost-effective solution gives value for money to the prospect.
    • Adaptability: An adaptable solution can easily adapt itself to any environment or situation.
    • Time Saving & Independence: Many prospects would like to work in flexible time and avoid being dictated by someone else, being their own boss.

    The Buying Cycle (Reed-Cycle)

    • Recognize the Need: An individual feels the need to buy a product/service.
    • Evaluate the Options: They evaluate various offers in the market and short-list the one that meets their needs most closely.
    • Eliminate Doubts: They get clarification on concerns regarding the product/service.
    • Decide to Buy: They decide to purchase the product/service.

    The Selling Cycle (ODPEC-Cycle)

    • Opening: The company representative attends to the customer for the first time.
    • Developing the Sale: The representative determines whether the customer has recognized the need.
    • Proposing a Solution: The customer has various options to satisfy a need, and the representative identifies what actions led to the given result.

    Sales Process and Sales Review

    • Keep a list of successes and failures for later reference.
    • Identify the root cause of any given success or failure.
    • Discuss what went well and what went poorly to generate valuable information.
    • Ask prompting questions to mine the team for insight.
    • Consolidate everyone's answers and organize them hierarchically.
    • Identify areas that need improvement.

    Service Level Agreement (SLA)

    • An individual SLA is an agreement between a specific client and provider.
    • SLAs may be classified as internal or external.
    • An external SLA requires a formal contract.
    • An SLA has two major parts: a technical section defining service expectation and a contractual or legal section.
    • Service expectation addresses availability, performance, accuracy, security, and affordability.
    • Measurement: Avoid specific measurements that are difficult to interpret, and keep in mind that what is appropriate for one type of service isn't acceptable for another.
    • Data collection: Specify the details of data collection, including who will collect the data, how it will be collected, and how it will be analyzed and reported.

    Sales Funnel and Account Management

    • Sales funnel concept is used to handle Enterprise business, describing the pattern of converting prospects into sales, pre-enquiry, and then through the sales cycle.
    • The sales funnel has a funneling effect, with prospects fed into the top and converted sales dropping out at the bottom.
    • The extent of conversion success reflects the quality of prospects and sales skill at each conversion stage.

    Sales Activity Report and Sales Funnel Generation

    • Each KAM should prepare their own sales activity report after every customer interaction, using a defined template.
    • KAMs should prepare sales funnel reports on a pre-defined day every week, categorizing leads into five stages: registering, proposal submission, price negotiation, orders booked, and deal lost.
    • Every week, the progress of each lead should be monitored and registered in the sales funnel by KAM, with knowledge of GM/DGM (Enterprise).

    Roles and Responsibilities of Key Account Managers and National Account Managers

    • Key Account Managers (KAMs) and National Account Managers (NAMs) are introduced to provide focused attention to corporate customers.
    • Account managers are pivotal to BSNL's long-term success, and their perception by Enterprise Customers is crucial.
    • Account managers have a dual focus: building new relationships and maintaining existing relationships.
    • They have to balance customer requirements with company needs to ensure long-term relations.

    Characteristics of Successful Account Managers

    • A successful account manager has deep personal relations with clients outside of office.
    • They have a monopolistic relation with customers and are responsible for interactions on all things pertaining to a product or service.
    • Eventually, customers buy products and services based on the consulting basis of their account managers.

    Roles of Account Managers

    • The role of an account manager goes through five phases: understanding personal/professional aspirations, defining expectations, and more.
    • Customers' expectations from initial meetings with NAM/KAM include understanding their needs and expectations.

    BSNL Organizational Structure

    • The role of EB wing is to identify the specific needs of Enterprise customers, which can be a mix of Voice, Data, and Managed Services solutions.
    • The EB wing is supported by other related units for execution of Enterprise projects.

    Enterprise Business Marketing and Strategy

    • Marketing strategy involves understanding customer needs and classifying them accordingly.
    • The goal is to increase revenue through effective marketing strategies.

    The Essentials of Communication Courtesies

    • Before a client meeting, find out about the participants.
    • Under promise and over deliver.
    • Seek permission from neighbors before using a speaker phone, and lower your volume when speaking on a cell phone.
    • Don't interrupt or finish the other person's sentence, and return phone calls and reply to e-mails within 24 hours.

    Corporate Grooming and Presentations

    • You should have no other but your organization's dress code.
    • If your organization does not have a formal grooming policy, create your personal guidelines by observing and analyzing how your supervisors and clients dress.
    • Remember that the company's culture is reflected by the dress code, and every employee must consider three things: who will you meet?, what you will do?, and what everyone else will be wearing.

    Service Delivery and SLA

    • Creating an SLA involves selecting the appropriate people to consider business, technical, and legal perspectives.
    • The usual rules for contract negotiations apply, and the goal is to produce a viable contract.
    • In complex settings, it may be appropriate to approach the problem from a life-cycle perspective, defining needs, measuring, and evaluating services.

    Corporate Office Structure & Job Objectives

    • The Director (Enterprise) reviews the sales funnel every Tuesday
    • The DGM (Enterprise) tracks leads of KAMs and investigates reasons for non-progress
    • The DGM (Enterprise) may accompany KAMs to expedite leads
    • The GM (Business Planning) articulates business aspirations, strategies, and financial plans for the Enterprise business unit
    • The DGM (Carrier Wholesale) generates Carrier Wholesale revenues for the Enterprise business unit
    • The GM (Enterprise Business – I) achieves profitable growth of enterprise business by creating sales policies and strategies for platinum customers
    • The GM (Enterprise Business – II) achieves profitable growth of enterprise business by creating sales policies and strategies for gold and silver customers
    • The GM (Enterprise Business – II) undertakes customer discovery initiatives for existing and potential customers

    Job Objectives (continued)

    • The GM (Enterprise Business – II) ensures prioritized service for all enterprise customers by liaising with the Head of Network for Consumer Fixed Access and Head of Network for Consumer Mobility
    • The GM (Enterprise Business – II) interacts with the Head Office and Region Offices for smooth day-to-day operations
    • The GM (Enterprise Business – II) monitors performance against business plans at the Circle level and takes corrective action as needed

    DGM (Channel Partners)

    • The DGM (Channel Partners) generates business from silver enterprise customers across industry verticals through channel partners
    • The DGM (Channel Partners) sets financial targets, customer/market targets, and operational targets
    • The DGM (Channel Partners) develops a comprehensive action agenda for enterprise business, focusing on creating tie-ups with channel partners, account allocation, and planning
    • The DGM (Channel Partners) interacts with the Head Office and Region Offices for smooth day-to-day operations
    • The DGM (Channel Partners) monitors performance against business plans at the Circle level and takes corrective action as needed

    DGM (SD/SA – Enterprise)

    • The DGM (SD/SA – Enterprise) interfaces with all enterprise customers, following up with network teams to ensure high-quality service
    • The DGM (SD/SA – Enterprise) liaises with Heads of Network for CFAs and Heads of Network for CM at Circle

    Sales Process and Sales Review

    • The sales process involves understanding customer needs, presenting solutions, eliminating doubts, and closing the deal
    • The sales process also involves post-sales follow-up to manage customer feelings and gather feedback
    • Information gathered is maintained in prescribed templates (Pre-Meeting and Post-Meeting Templates)

    Service Delivery & SLA

    • A service level agreement (SLA) outlines the service provider's commitment to service quality and availability
    • An SLA typically includes service level objectives, service quality, and service availability
    • The goal of an SLA is to produce a viable contract that meets the customer's needs
    • SLA rebates are offered for non-compliance with SLA parameters (e.g., latency, packet loss, jitter)

    Premium Charges and SLA Rebates

    • Premium charges apply for priority services (e.g., 5% of total billed amount for Priority 1, 10% for Priority 2, 15% for Priority 3)
    • SLA rebates are offered for non-compliance with SLA parameters (e.g., 1% rebate for every 10 hours in excess of 88 hours in a quarter)

    Enterprise Business in BSNL

    • Aim of a business is to make profit, which can be achieved by selling high volume at low margin or low volume at high margin.
    • BSNL has three business verticals: Consumer Mobility (CM), Consumer Fixed Access (CFA) focused on retail market, and Enterprise Business (EB) focused on generating high volume business by developing enterprise clients.

    Indian Telecom Sector

    • India is the world's second-largest telecommunications market, with a growing economy contributing substantially to India's GDP.
    • The sector has registered strong growth in the past decade and a half, driven by liberal and reformist policies of the Government of India.
    • The government has enabled easy market access to telecom equipment and a fair and proactive regulatory framework, ensuring availability of telecom services to consumers at affordable prices.

    Market Size and Growth

    • The Indian telecommunication services market is expected to grow by 10.3% year-on-year to reach US$ 103.9 billion by 2020.
    • Total mobile services market revenue in India is expected to touch US$ 37 billion in 2017, driven by strong adoption of data consumption on handheld devices.
    • Smartphone subscription in India is expected to increase four-fold to 810 million users by 2021, while the total smartphone traffic is expected to grow 15-fold to 4.5 exabytes (EB) per month by 2021.

    Aspirations of BSNL from Enterprise Business

    • BSNL aims to grow in the industrial and IT sectors in India, creating new business opportunities in the telecom sector.
    • Enterprise customers are business customers with an annual turnover of greater than Rs. 100 Crores.
    • The enterprise market is expected to grow from Rs. 35,000 cr today to Rs. 60,000 cr in 5 years.
    • BSNL offers a wide range of products for the enterprise market, classified as voice, data, and managed services.
    • Enterprise customers have moved from products to solutions, and BSNL needs to move from product-based selling to solutions-based selling.

    Structure of Enterprise Business Unit

    • The Enterprise Business Unit has been designed to house sales models for three customer segments: Platinum, Gold, and Silver.
    • Platinum customers are large corporate entities with an indicative turnover greater than Rs. 500 cr p.a.
    • Gold customers are medium-sized corporate entities with an indicative turnover of Rs. 50-500 cr p.a.
    • Silver customers are all corporate customers that are not part of Platinum or Gold accounts.

    Corporate Office Structure and Job Objectives

    • GM (Business Planning) – Ent: articulation of overall business aspiration, strategy, and business and financial plans for Enterprise business unit.
    • DGM (Carrier Wholesale) – Ent: generation of Carrier Wholesale revenues for Enterprise business unit on BSNL's National Long Distance (NLD) network and International Long Distance (ILD) network.
    • GM (Enterprise Business – I) – Ent: achieving profitable and sustainable growth of enterprise business by creating sales policy and strategy for Platinum enterprise customers.
    • GM (Enterprise Business – II) – Ent: achieving profitable and sustainable growth of enterprise business by creating sales policy and strategy for Gold and Silver enterprise customers.### Enterprise Business Unit at Circle Level
    • Structured to manage enterprise business for platinum, gold, and silver customers
    • Consists of Customer Relations Team, Sales Team, and Channel Partners

    Roles and Responsibilities

    • DGM (Enterprise Business):
      • Target-setting for Circle
      • End-to-end customer relationship management for existing gold and silver customers
      • Account allocation and planning, pre-sales and project planning, product development
      • Building new relationships to grow enterprise business
      • Guidance to sales team on managing and growing enterprise business
    • DGM (CHANNEL PARTNERS):
      • Generation of business from silver enterprise customers through channel partners
      • Target-setting for Circle
      • Development of comprehensive action agenda for enterprise business
      • Interaction with Head Office and Region Offices for smooth day-to-day operations
    • DGM (SD/SA-ENTERPRISE):
      • Interfacing with all enterprise customers (especially platinum customers)
      • Ensuring high-quality service for all enterprise customers
      • Service Delivery (SD) and Service Assurance (SA) functions

    Customer Relations Team

    • Plays a critical role in expanding Enterprise Business stream for BSNL
    • Roles and responsibilities include:
      • Receiving delivery/assurance requests from National Account Managers/Key Account Managers
      • Following up on requests allocated according to zones (Outgoing)
      • Following up on requests with internal Consumer Mobility/Consumer Fixed Access business unit (Incoming)
      • Keeping Key Account Manager or National Account Manager updated on the status of the delivery/assurance request on a daily basis

    Review and Monitoring

    • A standard review format has been designed to track sales activity, sales funnel, and weekly status on all sales accounts
    • Similar review and monitoring mechanism can be followed for the Customer Relations Team on a weekly basis
    • Focus on Service Delivery and Service Assurance

    Roles and Responsibilities of Key Account Managers and National Account Managers

    • Introduced to provide focused attention to corporate customers
    • Account managers personify BSNL for its key customers and are responsible for interactions on all things pertaining to a product or service
    • Successful account managers have deep personal relations with their clients outside of office as well
    • Account managers have a dual focus on:
      • Building new relationships
      • Maintaining existing relationships
    • Five phases of an account manager's role:
      1. Understanding personal/professional aspirations
      2. Pre-work preparation
      3. Introductory meetings
      4. Solution refinement
      5. Reporting### BSNL Business Review

    Account Management

    • Account managers must be well-versed with BSNL products and services
    • They should have high-level knowledge of BSNL's network, reach, and connectivity
    • They should know about BSNL's enterprise business, marquee customers, and best-selling products
    • Before approaching customers, account managers should have a clear idea of the company's full name, location, and nature of business
    • They should assess the customer's current telecom provider and identify opportunities to offer BSNL's services

    Customer Expectations

    • Customers expect account managers to:
      • Be accessible and responsive
      • Keep promises
      • Respect their business
      • Be easy to do business with
      • Communicate effectively
      • Understand the criticality of situations

    BSNL Organizational Structure

    • The EB wing at corporate and circle levels identifies the specific needs of enterprise customers
    • The wing categorizes customers as platinum, gold, and silver based on their potential
    • The EB wing promotes enterprise business to platinum customers through marketing activities and focused market research

    Enterprise Business Marketing and Strategy

    Marketing Strategy

    • A process that concentrates limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage
    • It involves planning, designing, managing, integrating, optimizing, and converting marketing efforts

    Enterprise Marketing

    • A series of small to mid-size marketing campaigns that help build and retain a loyal customer base
    • It casts a wide net to target new customers and avoid growth plateaus
    • Successful enterprise marketing executes a multi-faceted marketing strategy that leverages various business resources

    Key Features of Enterprise Marketing

    • Multi-channel marketing
    • Brand awareness
    • Personalized marketing efforts
    • Targeting new customers across various marketing channels
    • Leveraging expertise from multiple departments

    Business Etiquette, Corporate Grooming, and Presentations

    Business Etiquette

    • Essential attributes: thoughtfulness, respect, graciousness, and equal treatment
    • Components: appearance, actions, and words
    • Forms of address: respect age, rank, and hierarchy; use courtesy titles and introduce others with full names
    • Greetings and introductions: make eye contact, rise to shake hands, and offer brief details about those being introduced
    • Everyday interactions: be pleasant, punctual, and polite; use magic words like "please" and "thank you"

    Corporate Grooming

    • Dress code: match the expectations of internal and external customers
    • Appearance: wear clean, ironed, and well-fitted clothes; present a neatly groomed appearance
    • Colors, cuts, and sizes: choose wisely and avoid poor fits
    • Fabrics and accessories: invest in quality and maintain propriety
    • Cosmetic sense: aim for elegance and avoid distractions

    Effective Presentations

    • Know the audience: understand their familiarity with BSNL and its products
    • Structure the presentation: maintain a clear flow and timing
    • Review the presentation: keep the audience in mind and add value to the discussion
    • Setup the discussion: introduce the topic and establish the context

    Role and Responsibilities of Executives

    • Clearly defining role and responsibilities of executives is crucial for the success of a unit
    • Policy and guidelines should be designed to provide flexibility to decision makers while maintaining accountability

    Market Size

    • Indian telecommunication services market is expected to grow by 10.3% year-on-year to reach US$ 103.9 billion by 2020
    • Total mobile services market revenue in India is expected to touch US$ 37 billion in 2017
    • Smartphone subscription in India is expected to increase four-fold to 810 million users by 2021
    • Total smartphone traffic is expected to grow 15-fold to 4.5 exabytes (EB) per month by 2021
    • India has the second largest mobile subscriber base in the world

    Customer Discovery Initiatives

    • Undertaking customer discovery initiatives for existing and potential customers
    • Ensuring prioritized service for all enterprise customers (platinum, gold, silver) at Circle
    • Liaisoning with Head of Network for Consumer Fixed Access and Head of Network for Consumer Mobility at Circle
    • Interaction with Head Office and Region Offices for smooth day-to-day operations

    DGM (Channel Partners)

    • Generation of business from silver enterprise customers across industry verticals through channel partners
    • Financial targets: overall budget (revenue, capex, opex), profitability, etc.
    • Customer/Market targets: market share, share of wallet, etc.
    • Operational targets: customer service, etc.
    • Target-setting for Circle by liaisoning with Head of Business Planning at Circle
    • Development of comprehensive action agenda for enterprise business, with particular focus on:
      • Creating tie-ups with channel partners for management of silver enterprise accounts
      • Account allocation and planning
      • Sales planning
      • Commission structure design
      • Managing channel partners
      • Monitoring of targets
      • Issuing rewards and incentives
      • Periodic re-classification of accounts and re-allocation between partners

    DGM (SD/SA–ENTERPRISE)

    • Interfacing with all enterprise customers (especially platinum customers)
    • Following up with network teams in different business units to ensure high quality of service for all enterprise customers (platinum, gold, silver)
    • Liaisoning with Heads of Network for CFAs and Heads of Network for CM at Circle
    • Review of business by BSNL

    Preparatory Work for Account Managers

    • BSNL Centric:
      • Account managers should be well versed with BSNL products
      • Account manager should have at least high-level knowledge on BSNL network, reach, connectivity, etc.
      • Account manager should know BSNL enterprise business, marquee customers, best-selling products, etc.
    • Account Centric:
      • Account manager should have clear idea of full name, location, nature of business of company before approaching them for a meeting
      • Account manager should try to assess which telecom provider is currently fulfilling customer's telecom needs (if it's a new customer)

    Key Account Fundamentals

    • Group/Single Company
    • Basic name and location
    • Nature of business
    • Shareholding
    • Size of business
    • Market share

    Sales Process and Sales Review

    • The Buying Cycle (Reed-Cycle):
      • Recognize the need
      • Evaluate the options
      • Eliminate doubts
      • Decide to buy
    • The Selling Cycle (ODPEC-Cycle):
      • Opening
      • Developing the sale
      • Proposing a solution

    Customer Discovery and Service

    • Undertaking customer discovery initiatives for existing and potential customers
    • Ensuring prioritized service for all enterprise customers (platinum, gold, silver) at Circle
    • Liaisoning with Head of Network for Consumer Fixed Access and Head of Network for Consumer Mobility at Circle for service delivery and service assurance issues
    • Interfacing with all enterprise customers (especially platinum customers) to ensure high-quality service

    DGM (CHANNEL PARTNERS)

    • Generating business from silver enterprise customers across industry verticals through channel partners
    • Setting financial targets (revenue, capex, opex), customer/market targets (market share, share of wallet), and operational targets (customer service)
    • Developing a comprehensive action agenda for enterprise business, focusing on tie-ups with channel partners for silver enterprise account management

    DGM (SD/SA–ENTERPRISE)

    • Liaisoning with Heads of Network for CFAs and Heads of Network for CM at Circle
    • Interfacing with all enterprise customers (especially platinum customers) to ensure high-quality service

    BSNL Organizational Structure

    • The role of EB wing is to identify the specific needs of enterprise customers, which can be a mix of Voice, Data, and Managed Services solutions
    • Categorizing customers as platinum, gold, and silver based on their potential
    • Promoting enterprise business to platinum customers through marketing activities and focused market research

    Enterprise Business Marketing and Strategy

    • Understanding marketing strategy, enterprise marketing, and ways to increase revenue
    • Identifying the needs of EB customers, classifying and grading EB customers, and understanding the organizational structure required for catering to EB customers

    Business Etiquette, Corporate Grooming, and Presentations

    • Attributes of good social and business etiquette: thoughtfulness, respect, graciousness, and equal treatment
    • The three components of business etiquette: appearance, actions, and words
    • Essential forms of address: respecting age, rank, and hierarchy, using courtesy titles, and introducing oneself correctly

    Sales Review Process

    • Following the sales review process for external reviewers
    • Understanding the sales process and workflow, emphasizing important things while dealing with EB customers

    Service Delivery and SLA

    • Features and components of SLA: communication tool, bilateral agreement, measurable parameters, continuous improvement, and framework for understanding
    • SLA components: parties involved, dates of agreement, service description, service availability, service quality acceptable levels, metric measurement, and reporting
    • SLA benefits: rewards, penalties, and performance targets, review procedure, crisis management, and disputes resolution

    Corporate Office Structure & Job Objectives

    • GM (Business Planning) - Ent: articulates business aspirations, strategy, and financial plans for Enterprise business unit, monitors performance, and provides pricing and tariff support for products/solutions for all enterprise customers.
    • DGM (Carrier Wholesale) - Ent: generates Carrier Wholesale revenues for Enterprise business unit on BSNL's National Long Distance (NLD) network and International Long Distance (ILD) network.
    • GM (Enterprise Business - I) - Ent: achieves profitable and sustainable growth of enterprise business by creating sales policy & strategy for platinum enterprise customers and monitoring performance for the same.
    • GM (Enterprise Business - II) - Ent: achieves profitable and sustainable growth of enterprise business by creating sales policy & strategy for gold & silver enterprise customers and monitoring performance for the same.
    • DGM (Tariff & Costing) - Ent: creates annual financial plan, evaluates and approves policies and processes regarding tariff & costing for Enterprise business unit.
    • DGM (Revenue Management) - Ent: formulates and implements policies and processes regarding billing, collections, and recovery (revenue management) for Enterprise business unit.
    • GM (IT) - Ent: conceptualizes and implements projects specific to the Enterprise (ENT) business unit.

    Circle Level Key Enterprise Officers & Job Objectives

    • GM (Enterprise Business): generates enterprise business from gold and silver enterprise customers across industry verticals within the circle, ensuring proper service delivery and service assurance for all enterprise customers (platinum, gold, silver).
    • DGM (Enterprise Business): generates enterprise business from gold enterprise customers across industry verticals through end-to-end customer relationship management.

    Generic Key Result Areas for GM/DGM Enterprise at Circle

    • Creation of annual business plan for enterprise business from gold and silver customers at Circle, including financial targets, customer/market targets, operational targets, etc.

    Sales Review and Monitoring Mechanism

    • Sales funnel should be sent to the corporate office for review on each Tuesday.
    • DGM should track leads, identify reasons for non-progress, and accompany KAM for expediting leads if required.
    • Customer Relations Team should be reviewed along with the sales team on a weekly basis, tracking progress on Service Delivery and Service Assurance.

    Service Level Agreement (SLA)

    • SLA is an agreement between a specific client and provider that defines service expectations and contractual/legal terms.
    • Internal SLA: agreements within an organization between different departments or teams.
    • External SLA: formal contracts between a provider and client.
    • SLA components: technical section (defining service expectation) and contractual/legal section (dealing with fees, non-performance, etc.).
    • Service expectations address availability, performance, accuracy, security, and affordability.

    Service Expectation

    • Uptime: measure of the time a link has been "up" and running, aiming for 99% availability.
    • Latency: one-way (source to destination) or round-trip (source to destination and back) measure of packet transmission time in a packet-switched network.
    • Serialization Delay: time from the start of packet reception to the end of packet reception.

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    Description

    This quiz focuses on the processes and roles involved in service delivery and assurance for enterprise customers, including project commissioning, fault detection, and repair. It also covers tracking and escalating issues for platinum, gold, and silver customers.

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