A STUDY ON HOW TO INCREASE B2C FSE(FIELD SALES EXECUTIVE) PRODUCTIVITY OF BHARTI AIRTEL IN CHENNAI For BHARTI AIRTEL.

Submitted to the Department of Management Studies In partial fulfilment of the Post Graduate Diploma in Management

Under the Guidance of Shri Sudheer Sudhakaran Associate Professor by NISHIL.P.N FK-2380

School of Communication and Management Studies SCMS CAMPUS, PRATHAP NAGAR, MUTTOM, ALUVA, COCHIN06. September- 2012
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SCHOOL OF COMMUNICATION & MANAGEMENT STUDIES

S C M S

SCMS CAMPUS, PRATHAP NAGAR, MUTTOM, ALUVA, COCHIN-06.

DECLARATION

I, the undersigned, hereby declare that this project report entitled A Study On How To Increase B2c Fse (Field Sales Executive) Productivity Of Bharti Airtel In Chennai has been written and submitted under the guidance of Shri Sudheer Sudhakaran, Associate Professor and is my original work or fully and specifically acknowledged wherever adapted from other sources. I understand that detection of any copying is liable to be punished in any way the school deems fit.

DATE: Nishil.P.N (FK-2380)

ACKNOWLEDGEMENT I am grateful to Bharti Airtel for allowing me to undertake this project at Airtel Stanhope office, Chennai. This project bears an imprint of many people. I sincerely thank my company project guide Mr Sivakumar, Manager Distribution department, Bharti Airtel, for his guidance and encouragement in carrying out this project work on A STUDY ON HOW TO INCREASE B2C FSE (FIELD SALES EXECUTIVE) PRODUCTIVITY OF BHARTI AIRTEL IN CHENNAI. I also wish to express my gratitude to the officials and other staff members of Bharti Airtel for their support I wish to express my sincere gratitude to both Dr. V. Raman Nair, Director SCMS Cochin and to our Dean Prof. K.J. Paulose, for providing me support during my project. There are no words to express for the constant support given to me by my faculty mentor, Shri Sudheer Sudhakaran. I am deeply indebted to my parents, family and my friends for their support throughout the project. Last but not the least I would like to thank GOD ALMIGHTY for giving me strength.

TABLE OF CONTENTS

Sl. NO.

TITLE

I 1 1.1 1.2 1.3 1.3.1 1.3.2 1.3.3 2 2.1 2.2 2.3 2.3.1 2.3.2 2.4 2.5 2.6 2.7 2.8 2.9 2.10 3 3.1 3.1.1 3.1.2 3.1.3 3.1.4 3.2

Executive summary Chapter 1 Introduction and theoretical study Bharti Airtel overview Background of the study Operational concepts Airtel telemedia services Channel partners Abbrevations Chapter-2 Research methodology Research type Aim and objective of the study Data capturing methods Primary sources Secondary sources Sampling design Sample population Sampling frame Sampling technique Sample size Data analysis Limitation of the study Chapter-3 Profiles Industry-Telecom Overview Indian wireless connections (active) March-2012 Future prospects Indias telecom trends for 2012 Company profile

PAGE NUM BER 1

3.2.1 3.2.2 3.2.3 3.2.4 3.2.5 3.2.6 3.2.7 3.2.8 4 4.1 4.2 4.3 4.4 4.5 4.6 4.7 5

Company overview Vision Mission Business divisions Telemedia services Enterprise services Digital TV services Highlights Data analysis and interpretation

Training vs average no of products sold in a month Earning vs average no of products sold in a month Salary vs average products sold in a month Comfort of workplaces average products sold in a month Job knowledge quotient vs average products sold in a month Lead generation vs average number of products sold in a month Recruitment process CHAPTER-5 findings and conclusion

5 5.1 5.2 5.3 5.4 5.5 6

Chapter 5 Findings and conclusion

Findings
Conclusion Segment wise finding Finding for the improvement of strategies in media and entertainment Conclusion

chapter-6 Suggestions and Recommendations

Bibliography

Appendix

List of figures Sl. NO. Fig 1 Fig 2 Fig 3 Figures Page Number

Chi-square test for training and average no of products sold in a month Chi-square test for earining and average no of products sold in a month Chi-square test for salary and average no of products sold in a month

Fig 4 Fig 5 Fig 6

Chi-square test for comfort of workplaces and average no of products sold in a month Chi-square test for job knowledge quotient and average no of products sold in a month Chi-square test for lead generation and average number of products sold in a month
List of table Sl. No. Table 1 Table 2 Table 3 Table 4 Title Page Number

Indian Wireless Connections(Active)March-2012 Chi- square test for training vs average no of products sold in a month Chi- square test for Training vs average no of products sold in a month Salary vs average products sold in a month

Table 5 Table 6 Table 7

Comfort of workplaces average products sold in a month Job knowledge quotient vs average products sold in a month Lead generation vs average number of products sold in a month

EXECUTIVE SUMMARY 1. Title: A study on how to increase B2C FSE (Field Sales Executive) Productivity of Bharti Airtel in Chennai. 2. Purpose The purpose of the study is to increase the productivity of FSE in order to maximise sales. 2. Aim and Objectives of the Study To review and understand the B2C FSE productivity in Airtel. To increase the FSE productivity by considering factors like FSE recruitment process, FSE knowledge quotient, FSE training, work place and method of working. 3.Research Methodology: a. Type of research: The research is descriptive in nature. b.Sampling Plan: Sampling plan is quota sampling. The sample frame is northern, southern and central region of Chennai. The sample size covered is 85. 4. Scope of the Project The study will help in understanding how effectively the company Airtel has managed the B2C FSE productivity and what all can be done to improve so that they can increase their B2C FSE productivity. 5. Major findings All FSEs who underwent the training program more than six times were able to sell more than 30 DSL connections 6. Major recommendations and conclusion: All the FSEs have to attend the training program more than six times to reach productivity

CHAPTER-1 INTRODUCTION

1.INTRODUCTION
1.1 OVERVIEW The Project work entitled A study on how to increase Business to Customer FSE(Field sales executive) productivity of Airtel in Chennai is to study about the B2C FSE(Field Sales Executive) productivity of broad band connections of Bharti Airtel and how to increase the FSE productivity by considering factors like FSE recruitment process, FSE job knowledge quotient, FSE training, work place, and method of working. The primary research was conducted with the help of questionnaire, fieldwork and telephonic interview. Secondary data was done to find out who all are the threats to Bharti Airtel. The details collected were then tabulated using Microsoft excel and SPSS. 1.2 Background of the study Among the various modes of connections, Internet is one of the fastest and probably the cheapest. Internet has removed the geographical barriers of various countries and has contributed immensely in the distribution of information and various applications for the benefit of users. In order to keep pace with the global trend, Internet service in our country started with VSNL in 1995. It was only in 1998 that this sector was opened for private participation. Bharti Airtel has built this infrastructure in India to fulfil the need of the enterprise customer for Data Connectivity. Broadband and Terrestrial Data Circuits (also known as Leased or Private Lines) provides clear channel point point/multi - point connectivity that allows businesses, large and small, to establish high speed connectivity. The study focuses on how to increase Business to Customer FSE (Field sales executive) productivity of Airtel in Chennai. There are many Internet Service Providers (ISPs) in Chennai such as Bharti Airtel, BSNL, Reliance, Sify, Tata tele-services, Software Technology Parks of India (STPi) who are blending their commercial and technical expertise to provide cost effective solution for Internet connectivity.
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1.3 Operational Concepts:

1.3.1 Airtel Telemedia Services: - Airtel has three SBUs Mobility, Telemedia and Enterprise services. Airtel mobile & Landline (wireless) customers are taken care by Mobility division. Enterprise services take care of top 2000 corporate accounts in terms of money spent on Data connectivity Services. Telemedia Services takes care of the accounts after the top 2000 accounts which are with Enterprise division of Airtel.

1.3.2 Channel Partners: - Airtel follow a unique marketing model of reaching the potential or target customers by means of channel partners. Airtel dont have a direct sales team. So it recruit Channel partners which are small firms providing different technology solution to the companies. These channel partners already have a strong networking because they are already into other business. So these channel partner close the order for Airtel by reaching to different customers who have a need for Data connectivity Services. These channel partner generate leads by themselves of Channel manager who is handling channels from Airtel helps them.

Airtel

Channel partner

FSE

Customers

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1.3.3 Abbreviations

1) MOU Memorandum of Understanding 2) Tbps - Tetra bytes per second 3) Mbps - Mega bytes per second 4) Kbps - Kilo bytes per second 5) BSNL - Bharat Sanchar Nigam Limited 6) ILD - International Long Distance 7) ILL - International leased line 8) IPLC - International Private Link Circuit 9) ISP - Internet Service Provider 10) NLD - National Long Distance 11) TRAI - Telecom Regulatory Authority of India 12) VSAT - Very Small Aperture Terminal 13) PoP - Point of presence 14) MPLS- Multiprotocol Label Switching

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CHAPTER-2 RESEARCH METHODOLOGY

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2. RESEARCH METHODOLOGY Research Methodology describes the basic research pattern that is followed by the researcher in-order to carry out the study. It contains descriptions about the type of the research, the objectives of the study, sources through which the data was collected and the limitations of the study 2.1 Research type The research will be qualitative research and it will be descriptive in nature. This particular study is conducted to identify the productivity of the FSE and how to increase the productivity in a particular geographical area. Hence the market for the study is clearly known and variables required for the study is clearly known. Hence a Descriptive Research Design can be adopted for this particular study. 2.2.Aim and Objectives of the Study To review and understand the B2C FSE productivity in Airtel. To increase the FSE productivity by considering factors like FSE recruitment process, FSE knowledge quotient, FSE training, work place and method of working. 2.3.Data capturing methods Sources of data collection refer to the various sources through which the required data for the purpose of study was collected. These sources can be either direct source or otherwise called as primary sources and indirect sources or secondary sources. The main sources of data collection for this study are: 2.3.1.Primary sources A questionnaire was prepared to match the requirements of the study. This was used for the collection of data from the various respondents. The various methods used for this were:
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1. Direct interview method The DSAs and FSEs were met personally on prior appointments with them and were interviewed personally. 2. Tele-calling Method The respondents from some FSEs in Chennai were telephoned so as to collect the necessary data required for the study. 3. Direct Email Method The questionnaires were emailed to the respondents and their replies were used.

2.3.2 Secondary sources 1. Annual reports of the company 2. Marks of FSEs who attended training program. 5. The data sheets collected from the various channel partners of Airtel.

2.4.Sampling Design Sampling Design deals with the design or the framework that is adopted for the purpose of sampling and data collection. This includes the defining of population, sampling size for the study, sampling technique adopted for the purpose of sampling etc. A brief description on the sampling design is provided below.

2.5.Sample Population Population refers the total number of elements that are present from which the respective samples are to be chosen. In this study the population is F|SEs of Airtel in Chennai. There are approximately 120 FSEs in Chennai from which the sample is to be selected.

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2.6. Sampling Frame Sampling frame involves a list of all the elements that are to be included for the purpose of study. In this study the sample frame is northern, southern and central region of Chennai. 2.7. Sampling technique The sampling technique means the methodology adopted by the researcher in-order to identify the elements or the sample that is required from the population. For this study sampling plan is quota sampling 2.8. Sample size For this study a sample size of 80 FSEs were covered.

2.9. Data Analysis: Software packages like SPSS & MS-Excel will be used for representing the data analysis results, graphs and tables .Chi square analysis will be used for analyzing FSE training and work place on FSE productivity .Correlation analysis will be used for analyzing FSE job knowledge quotient on FSE productivity 2.10. Limitation of the study Respondents reluctant to give information. Time limitation is another factor .This study has done for a particular time of three months internship period. This study is done only on Bharti Airtel Santhome, Chennai.

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CHAPTER- 3 PROFILES

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3.1 INDUSTRY -TELECOM

3.1.1 OVERVIEW India's telecommunication network is the third largest in the world on the basis of its customer base and it has one of the lowest tariffs in the world enabled by the hyper-competition in its market. Major sectors of the Indian telecommunication industry are telephony, internet and broadcasting.

There are 155 Internet Service Providers (ISPs) as of February 2012, which offer broadband services in India. Public sector companies BSNL and MTNL dominates the market with a share of 64.8 and 7.6 percent respectively while from the private sector Bharti leads with a share of 10 per cent. Cyber Cafe remains as the major source of internet access. In 2009, about 37 per cent of the users access from Cyber cafe, 30 per cent from office and 23 per cent from home. However, the number of mobile internet users found acceleration from 2009 onward and there were about 274 million such users at the end of September 2010, though majority belonged to 2G mobile networks. Mobile internet subscriptions as reported by India's TRAI(Telecom Regulatory Authority of India) in March 2011 increased to 381 million.

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3.1.2 Indian Wireless Connections(Active)-March-2012

3.1.3 Future prospects As the fastest growing telecommunications market in the world, India is projected to have 1billion telephones by 2015 and is estimated to become world's largest mobile phone market by subscriptions by 2013. With a large population yet to have access to telecommunication and tele-density still being 76.86 % and rural tele-density at 37.48 %, there is significant growth opportunity for the sector, especially in rural areas and 3G and BWA(Broadband Wireless Access) yet to make significant inroads. India offers an unprecedented opportunity for telecom service operators, infrastructure vendors, manufacturers and associated services companies.

A host of factors are contributing to enlarged opportunities for growth and investment in telecom sector: An expanding Indian economy with increased focus on the services sector
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 Population mix moving favourably towards a younger age profile Urbanization with increasing incomes An attractive trade and investment policy and lucrative incentives for foreign collaborations have made India one of the worlds most attractive markets for the telecom equipment suppliers and service providers. Key factors, which will fuel the growth of the sector, include increased access to services owing to launch of newer telecom technologies like 3G and BWA (Broadband Wireless Access), better devices, changing consumer behaviour and the emergence of cloud technologies. Majority of the investments will go into the capital expenditure for setting up newer networks like 3G and developing the backhaul. Moreover, the introduction of Mobile Number Portability (MNP) in India has made the Indian Telecom market more competitive, in terms of service offerings and quality.

3.1.4 India's Telecom Trends for 2012

New Telecom Policy 2011 The New Year 2012 could not have brought a better gift for the Indian telecom industry than a new set of policy guidelines, afresh with new ideas and equipped with measures, which promises to iron out many wrinkles that have been bothering the industry for so long. If drafted properly, the New Telecom Policy 2011 (NTP 2011) will shape the future of telecom in the present decade. Also, it will help once again in making telecom the shining star of the Indian growth story, contributing a sizable share to the Indian economy. With respect to broadband, the policy talks about providing an affordable and reliable broadband on demand by 2015. The new policy has set a target of 175 million broadband connections by 2017 and 600 million connections by 2020. It has also revised broadband download speed from 256 Kbps to 512 Kbps and subsequently to 2 Mbps by 2015, and 100 Mbps thereafter. So the first step towards that direction is expected to be taken in 2012. However to ensure that
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the mobile broadband takes off, the government should also specify timelines for 100 Mbps bandwidth. High bandwidth will result in applications like teleeducation, tele-health, e-agriculture, and e-government services to flourish as these applications will require high bandwidth. The draft policy on manufacturing aims to meet 80% of the Indian telecom sector's demands through domestic manufacturing with a value addition of 65% by the year 2020. One has to see how this will translate into a reality, as it would be a gigantic task for the Government of India and needs to be tackled at all levels to have value addition of 65% by the year 2020. Plans are also to create a corpus fund for promoting indigenous R&D, intellectual property right (IPR), and entrepreneurship. And, this is a welcome step, but the policy does not specify the quantum of fund to promote local manufacturing and entrepreneurship, which is an important ingredient and will act as a catalyst to promote indigenous manufacturing.

The draft policy also talks about making available adequate globally harmonized spectrum in the bands of 450 MHz, 1,800 MHz, 1,910 MHz, 2.1 GHz, 2.3 GHz, 2.5 GHz, 3.5 GHz, and bands identified by ITU for commercial mobile services. In all the above spectra, the government has not specified the timeframe for allocation of spectrum. Besides, among other proposals, the policy envisages the abolition of roaming charges in the country, meaning that the mobile phone users can treat the whole country as their local network and make calls as per their existing tariff plans. Once the policy is in place, provided it has all the answers for the issues that the industry is facing, the juggernaut of the telecom success story would again start rolling on

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3.2 COMPANY PROFILE 3.2 BHARTI AIRTEL 3.2.1 Company Overview - Bharti Airtel Limited commonly known as Airtel, is an Indian telecommunications company that operates in 20 countries across South Asia, Africa and the Channel Islands. It operates a GSM network in all countries, providing 2G, 3G and 4G services depending upon the country of operation. Airtel is the fifth largest telecom operator in the world with over 243.336 million customers across 20 countries as of March 2012. It is the largest cellular service provider in India, with over 185.30 million subscribers at the end of May 2012. Airtel is the third largest in-country mobile operator by subscriber base, behind China Mobile and China Unicom. Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony in India, and is also a provider of broadband and subscription television services. It offers its telecom services under the Airtel brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom service provider to achieve Cisco Gold Certification. It also acts as a carrier for national and international long distance communication services. The company has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. Airtel is known for being the first mobile phone company in the world to outsource all of its business operations except marketing, sales and finance. Its network base stations, microwave links, etc.is maintained by Ericsson, Nokia Siemens Network and Huawei, and business support is provided by IBM, and transmission towers are maintained by another company (Bharti Infratel Ltd. in India).

Ericsson agreed for the first time to be paid by the minute for installation and
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maintenance of their equipment rather than being paid up front, which allowed Airtel to provide low call rates of 1/minute .During the financial year (2009 10), Bharti negotiated for its strategic partner Alcatel-Lucent to manage the network infrastructure for the tele-media business. On 31 May 2012, Bharti Airtel awarded the three-year contract to AlcatelLucent for setting up an Internet Protocol across the country. This would help consumers access internet at faster speed and high quality internet browsing on mobile handsets. 3.2.2 Vision To be globally admired for telecom services that delight customers 3.2.3 Mission Customer services focus empowered employees, innovative services and cost efficiency 3.2.4 Business Divisions Bharti Airtel offers GSM mobile services in all the 22-telecom circles of India and is the largest mobile service provider in the country, based on the number of customers. 3.2.5 Telemedia services The group offers high-speed broadband with the best in class network. With fixed line services in 87 cities, The Telemedia business provides services in 87 Indian cities and consists of two brands. Airtel Broadband provides broadband and IPTV(Internet Protocol television) services. Airtel provides both capped as well as unlimited download plans (extremely reduced speeds at unlimited data are implied (256kbit/s beyond FUP which is lesser than the TRAI-Telecom Regulatory Authority of India

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specified limit of half of your original speed)). The maximum speed available for home users is 16Mbit/s. Airtel Broadband had about 1.36 million subscribers at the end of April 2012. Airtel has about 3.16 million wire line customers, of which 42.6% are broadband internet subscribers as of August 2010. Until 18 September 2004, Bharti provided fixed line telephony and broadband services under the Touchtel brand. Bharti now provides all telecom services including fixed line services under a common brand "Airtel 3.2.6 Enterprise services Enterprise Services provides a broad portfolio of services to large Enterprise and Carrier customers. This division comprises of the Carrier and Corporate business unit. Enterprise Services is regarded as the trusted communications partner to India's leading organizations, helping them to meet the challenges of growth. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to telecoms through its nationwide fibre optic backbone, last mile connectivity in fixed-line and mobile circles

3.2.7 Digital TV services Airtel provides Digital TV services. From DVD quality picture and sound, the best and widest variety of channels and programmes to the best on-demand content on Airtel Live, TV viewing experience change forever with digital TV from Airtel. The Digital TV business provides Direct-to-Home (DTH) TV services across India under the brand name Airtel digital TV. It started services on 9 October 2008 and has about 32.44 million customers as of August 2010

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3.2.8 Highlights Bharti Airtel launches Cloud Enablement Platform powered by HP Bharti Airtel bags Adam Smith Award 2012 for Highly Commended Best in Class Benchmarking 'Airtel Rising Stars' to bring alive young India's soccer dreams Airtel brings the 4G revolution to Bangalore Airtel forays into mobile advertising, Airtel has started a new mCommerce platform called Airtel Money with collaboration with Infosys. It is launched on April 5, 2012, in Infosys Campus of Bangalore. With the help of Airtel money, users can transfer money, pay bills and other financial transactions using mobile phone

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CHAPTER-4 DATA ANALYSIS AND INTERPRETATION

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4.1.Training Vs Average no of products sold in a month

Null Hypothesis: There is no relation between training and average products sold in a month Alternate Hypothesis: There is a relation between training and average products sold
Chi-Square Tests Asymp. Sig. (2sided) .000

Pearson ChiSquare N of Valid Cases

Value a 83.724

df 6

85

Table1
35 30 25 No of FSE's 20 15 10 5 0 Below 10 10-20 20-30 Above 30 Average no of products sold in a month 1 0 1112 7 4 0 0 2 2 14 TRAINING less than 2 times TRAINING 2-4 times TRAINING more than 6 times 32

Fig 1 . INFERENCE: The significance value obtained by chi-Square method is zero which is less than ten percentages, so the null hypothesis is rejected and alternate hypothesis is accepted. So there is relation between training and average product sold in a month. All the FSEs who attended training program more than six times are productive more than thirty

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4.2)Experience Vs Average products sold in a month Null Hypothesis: There is no relation between experience and average products sold in a month Alternate Hypothesis: There is a relation between experience and average products sold in a month.
Chi-Square Tests Asymp. Sig. (2sided) .000

Pearson ChiSquare N of Valid Cases

Value a 69.093

df 6

85

Table 3
35 30 30 25 No of FSE's 20 15 1010 10 5 0 Below 10 10-20 20-30 Above 30 Average no of products sold in a month 2 1 3 4 1 6 0 1 EXPERIENCE above 6 months 17 EXPERIENCE less than three months EXPERIENCE 3-6 months

Fig 1 INFERENCE: The significance value obtained by chi-Square method is zero which is less than ten percentages, so the null hypothesis is rejected and alternate hypothesis is accepted. So there is relation between experience and average product sold in a month. Seventeen of 27 FSEs having experience above 6 months are selling average number of products more than thirty

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4.3)Salary Vs Average products sold in a month Null Hypothesis: There is no relation between salary and average products sold in a month Alternate Hypothesis: There is a relation between salary and average products sold in a month.
Chi-Square Tests Asymp. Sig. (2sided) .004

Pearson Chi-Square N of Valid Cases

Value a 24.553 85

Df 9

Table 4
35 30 25 No of FSE's 20 15 10 5 5 5 0 Below 10 10-20 20-30 Above 30 Average no of products sold in a month 3 0 3 1 1 1 5 19 MONTHLY_SALARY 5000-7500 12 MONTHLY_SALARY 750010000 MONTHLY_SALARY Above 10000 29 MONTHLY_SALARY Below 5000

Fig 3 INFERENCE: The significance value obtained by chi-Square method is 0.004 which is less than ten percentages, so the null hypothesis is rejected and alternate hypothesis is accepted. So there is relation between salary and average number of products sold in a month. Five FSEs out of seven having monthly salary above 10000 are selling average number of products more than thirty.

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4.4.Comfort of workplaces Average products sold in a month Null Hypothesis: There is no relation between comfort of workplace and average products sold in a month Alternate Hypothesis: There is a relation between comfort of workplace and average products sold in a month.
Chi-Square Tests Asymp. Sig. (2sided) .001

Pearson Chi-Square No of Valid Cases

Value a 33.836 85

df 12

Table 5
25 21 20 No of FSE's 15 10 5 1 0 Below 10 10-20 20-30 Above 30 Average no of products sold in a month 0 9 5 2 000 3 000 1 1 0 0 18 16 comfort of work place strongly agree comfort of work place agree 8 comfort of work place undecided comfort of work place disagree comfort of work place strongly disagree

Fig 4 The significance value obtained by chi-Square method is 0.001 which is less than ten percentages, so the null hypothesis is rejected and alternate hypothesis is accepted. So there is relation between comfortable and average number of products sold in a month. Sixty-eight out of eighty five FSEs are strongly satisfied with their workplace. Thirty-two percentages of FSEs who were strongly satisfied with their workplace are selling average number of products sold in a month
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4.5.Job knowledge Quotient Vs Average products sold in a month Null Hypothesis: There is no relation between job knowledge quotient and average products sold in a month Alternate Hypothesis: There is a relation between job knowledge quotient and average products sold in a month. Chi-Square Tests Value Pearson Chi-Square No of Valid Cases 8.483a 28 Table 6 df 6 Asymp. Sig. (2-sided) 0.205

7 6 6 5 5 No of FSE's 4 4 3 3 2 1 1 0 0 Below 10 10-20 20-30 Above 30 Average no of products sold in a month 0 0 1 1 3 4 Marks 5-10 Marks 10-15 Marks 15-20

Fig 5 INFERENCE:The significance value obtained by chi-Square method is 0.205, which is more than ten percentages, so the null hypothesis is accepted and alternate hypothesis is rejected. So there is no relation between job knowledge quotient and average number of products sold in a month.

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4.6.Lead generation Vs Average number of products sold in a month

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33 30

30 27 25 Leads through cold call 2020 No of FSEs 20 18 15 14 11 10 6 5 2 0 0 Below 10 10-20 20-30 Above 30 Average no of products sold in a month Leads through putting Stalls in appartments 12 10 10 Leads through posters Leads through reference Leads through pamphlet Leads through door to door

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15

5 3

5 3

Fig 6 INFERENCE: All FSEs are using cold call for generating leads.88.23percentage of FSEs are using door to door selling method.

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4.7.Recruitment process
Recruitment for FSEs happens from three major sources, viz., reference by existing employees, newspapers and job sites. Candidates with prior experience are preferred as they have knowledge in the field which in turn increases the productivity of the channel partner.

No of FSEs
60 50 50 40 30 30 20 10 0 Reference News paper Ad. Job sites 5 No of FSEs

Fig 7

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CHAPTER-5 FINDINGS AND CONCLUSION

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5.1.FINDINGS All FSEs who underwent the training program more than six times were able to sell more than 30 DSL connections. 62.962% of FSEs having more than six years experience were very much productive. Eighty-five percentages of FSES were satisfied with their workplace. There is no relation between job knowledge quotient test and average products sold in a month. All FSEs use cold call for generating leads 88.23% of FSEs use door-todoor selling method. Candidates with prior experience were recruited as they have knowledge in the field which in turn increases the productivity of the channel partner. Only thirty percentages of FSEs have an experience greater than six years.

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5.2. CONCLUSION The study was conducted for 85 FSEs by considering factors like training, method of working, work place, job knowledge quotient and recruitment process. From the study, it was observed that majority of the FSEs who attended training program more than six times were more productive. Therefore, training is an important factor for the productivity of field sales executive. The another major factor is experience. The FSEs having more than six months experience were very much productive.

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CHAPTER-6 SUGGESTIONS AND RECOMMENDATIONS

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6. SUGGESTIONS AND RECOMMENDATIONS Minimum of six training program for FSEs should be made compulsory. The candidates having experience should be preferred, which will increase productivity. The FSEs must be aware about the availability of tag in the distribution point before going to sell the product. The FSEs can concentrate their selling on apartments, which will help them to get leads by reference.

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CHAPTER-7 APPENDIX

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FIELD SALES EXECUTIVES

Objective To increase the FSE productivity by considering factors like quality FSE recruitment process, FSE knowledge quotient, FSE training, work place and method of working.

Name:

Phone No:

1. What is your education qualification?

10th

12th

Graduate

2. How many months of experience do you have?

Less than 3 months

3-6 months

Above 6 months

3. How many times you trained for this job?

Less than 2 times

2-4 times

4-6 times

More than 6 times

4. When did you get last training?

Within 3 months

3- 6 months

More than 6 months

5. Do you think training can improve productivity?

Strongly agree

Agree

Undecided

Disagree

Strongly disagree

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6. Are you comfortable with your work place?

Strongly agree

Agree

Undecided

Disagree

Strongly disagree

7. Do you understand incentive program?

Yes

No

8. What is your monthly salary?

Below 5000

5000-7500

7500-10000

Above 10000

9. The average number of broad band connections sold by you in a month?

Below 10

10-20

20-30

Above 30

10. Where do you sell? Specify area, geography?

11. What is the logic of choosing that area/building?

12. How do you generate leads?

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Question paper given for evaluating FSEs job knowledge quotient

NAME:. MOBILE NO: . . DSA. .

1. Please give the full form of the following a.DEL b.DSL c.OFC d.CEF e.DSLAM f.MSU g.RSU h.DLC i.CPE J.ADSL 2. We use 3. We can give 2Mbps speed up to 4. We can give 4Mbps speed up to 5. We can give 8Mbps speed up to 6. We can give 16Mbps speed up to 7. for last mile connectivity. distance. distance. distance. distance.

is the device help us to use voice and data simultaneously. . .

8. The CPE in a broad band connection is 9. Broad band means a minimum speed of 10.

is a provision to give connection for customer. .

11. Full form of FUP is

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ANSWERS

1.a).DEL-Direct Exchange Line b).DSL-Digital Subscriber line c).OFC-Optic Fibre Cable d).CEF-Customer Enrolment form e).DSLAM-Digital Subscriber Line Access Multiplexer f).MSU-Main Switching Unit g).RSU-Remote Switching Unit h).DLC-Digital Loop Carry. i).CPE-Customer Premises Equipment J.ADSL-Asymmetric Digital Subscriber Line 2. Copper cable 3.1.8km 4.1.2km 5.1km 6.800m 7. ADSL 8. Modem 9.256Mbps 10. Tag availability report 11. Fair Usage Plan. The pass mark is considered to be 80% ie 16 out of 20.

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