Amity Business School

SUBMITTED BY : SHARAD SINGH(B-58)

GAGANDEEP SINGH(B-55)
SAUMYA TRIPATHI(B-49)
SHARAD BANGA(B-27)
V. BRAGADEESH(B-45)
VIVEK PARWANI(B-47)
ADITYA SHARMA(B-)
 CONTENTS Amity Business School

• INTRODUCTION
• HISTORY
• SERVICES
• INFRASTRUCTURE
• MARKET SEGMENTATION
• SALES FORCE ORGANIZATION
• SALES FORCEMANAGEMENT
• TERRITORIZATION, AND BUDGET
• SELLING PROCESS
• EMERGING TRENDS IN SELLING
 INTRODUCTION Amity Business School

Vision:-
Trusted service to 100 million happy customers by 2011
Mission:-
To empower every Indian to connect with world
affordably.
Value:-
• Leadership with humility.
• Fairness through meritocracy.
• Trust based on accountability.
• Excellence in execution.
• Tenacity for results.
• Pioneering spirit.
 HISTORY
Amity Business School
COMPANY’S BACKGROUND
• Tata Teleservices is part of the INR Rs 1,20,000 Crore (US $ 29
billion) Tata Group, that has over 98 companies, over 3,30,000
employees and more than 2.8 million shareholders. With a committed
investment of INR 36,000 crore (US$7.5 billion) in Telecom.
HISTORY
• Incorporated in 1996, Tata Teleservices was the first to launch
CDMA mobile services in India with the Andhra Pradesh circle.
• Starting with the major acquisition of Hughes Tele.com (India)
Limited in December 2002 the company swung into an expansion
mode. With the total investment of Rs 19,924 Crore, Tata
Teleservices has created a Pan India presence spread across 20 circles .
 SERVICES Amity Business School

• Tata Teleservices’ bouquet of telephony services includes

• Mobile services,
• Wireless Desktop Phones
• Public Booth Telephony and Wireless services.
• Other Services include value added services like:
• voice portal, roaming, post-paid Internet
• services,
• 3-way conferencing, group calling,
• Wi-Fi Internet, USB modem, data cards,
• calling cards services and enterprise services.
 SERVICES Amity Business School

Some of the other products launched by the company

include:
• prepaid wireless desktop phones
• public phone booths
• New mobile handsets and new voice & data services
such as BREW games, Voice Portal, picture
messaging, polyphonic ring tones, interactive
applications like news, cricket and astrology.
 HANDSETS PORTFOLIO
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•TTL offers over 40 handset models from Motorola, Nokia, Samsung,

LG, Huawei, ZTE, Haier, Pantech and Kyocera.
•TTL was the first mobile operator to launch handsets under its own
brand name in the Indian market.
•Most new handsets being launched are RUIM based and BREW
enabled.
•TTL’s Instachange Card allows subscribers to change their handset
while retaining their number in 3 simple steps TTL subscribers can
seamlessly roam across GSM and CDMA networks in 178 countries
using dual-mode phones (Worldphones) or One World One Number
T-SIM Card.
 FEATURES Amity Business School

• Tata Teleservices has established a robust and reliable

3G ready telecom infrastructure using CDMA 2000
technology that ensures quality in its services.
• It has partnered with Motorola, Ericsson, Lucent and
ECI Telecom for the deployment of a reliable,
technologically advanced network
WIRELESS SERVICES
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 INFRASTRUCTURE Amity Business School

• Tata Teleservices Limited serves over 25 million customers in

over 5,000 towns.
• Tata Teleservices offers world-class technology and user-
friendly services in 20 circles in India.
• The company currently operates its retail business nationally
through 3,000 plus outlets comprising of 600 TTSL owned
stores and more than 2,500 stores in the Franchisee format.
• Tata Indicom already covers the top 700 towns in India in
terms of population through Tata Indicom Exclusive Stores
which have population over 50,000.
 INFRASTRUCTURE Amity Business School

• Earlier the True Value Hubs and True Value Shops existed,
primarily depending on the kind of products and level
customer service provided.
• Later both formats were brought under one umbrella of the
Tata Indicom Exclusive Stores.
• The total tower strength of Tata Indicom is currently at 12,500
towers nationwide.
 INFRASTRUCTURE Amity Business School

•India’s largest branded telecom retail chain

• Over 3,300 exclusive outlets, occupying 0.6 Mn Sq Ft of prime retail space
• Extensive handset distribution reach through presence at over 60,000 multi-brand
retail outlets
• Recharge vouchers distributed through more than 140,000 outlets
RECORD: TTSL recently entered the Limca Book of Records by launching
100 exclusive outlets on a single day (22ND SEP, 2006).
 VIRTUAL STORE Amity Business School

• Tata Indicom has also launched an online portal for its

customer i-choose where the customers can conveniently buy
Tata Indicom post-paid connections and prepaid recharge
vouchers at the click of mouse with an upfront commitment of
activation and delivery of the handset within 72 hours.
Accessible from over 400 cities across India,
http//www.ichoose.com has been conceptualised to
enable the customers to make an educated and well-researched
choice from a wide range of Tata Indicom handsets, tariff
plans and value added services.
 MARKET SEGMENTATION
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TTSL has been divided into 4 different Strategic Business Units

(SBUs)

1. EBG – Enterprise Business Group offers services and solutions to

various corporate such as VoIP, Post Paid (IOIP, COCP) etc.
2. EHNI and SME – Enterprise High Network Individuals and Small
and Medium Enterprises offers post paid connections to high
network individuals and small enterprises.
3. CMBU – Consumer Market Business Unit offers prepaid
connections to the individual.
4. ABU – Access Business Unit along with the cities and towns caters
rural India.
 ORGANIZING SALES
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CEO

DIRECTOR DIRECTOR

FINANCE MARKETING
HEAD HEAD

HR HEAD
 ORGANIZATIONAL HIERARCHY
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Chairman

Board Of Directors
VP -
VP - Network
VP - HR
Finance Team
VP
VP SALES
Marketing
Manager- Manager - Manager-
Finance HR Network Team
Manager-
Manager- SALES
Marketing

Executives Executives Executives Executives Executives

SALES FORCE Amity Business School

MANAGEMENT
Administration
10%

Driving
27%

Store/
Stock check
25%

Selling 41%
(Merchendisin)
 Selection of channel Amity Business School

members/dealers
Tata follows a strict policy in selection of the dealers, and
therefore it is necessary to fulfill the following pre- requisites
to be eligible to become a dealer:
• 1) The dealers should have a sound financial background.
• 2) The dealers should have a good market reputation.
• 3) The dealer should have a good previous track record i.e of
timely payments, no criminal background etc.
• 4)The dealers should have good market penetration.
• 5)The last criterion of dealers selection for Tata is the area the
dealers cover. This would include different geographical areas
which are covered by a dealer.
 Amity Business School
RESPONSIBILITIES AND FUNCTIONS OF THE
DEALERS
Tata believes in “Customer Loyalty” and expects that their dealers
apart from selling paint products should perform the following
functions for better customer relations management:
• 1) Sales promotion through regular promotional schemes, road
shows, campaigns etc. the expenses incurred by the dealers is shared
by the company.
• 2) Recruitment- done under the guidance of certain Tata officials
• 3) Training and development of manpower with company assistance
• 4) Servicing according to the size of orders
• 5) Customer relation management
• 6) Promote other products of the company
 Amity Business School

SELECTION AND RECRUITMENT

• TTSL appoints managers by campus recriutment processess.

• Senior management is recruited on the basis of experience.

• The sales person are selected by the manager over the

distributor on the reference of the distributor and related staff.
• TTSL has as efficient distribution network across villages,
where in people are appointed and trained by TTSL – who
visit the villages on a bicycle or a two wheeler at defined times
on defined days of the week
 Amity Business School

• Tata Teleservices has a strong workforce of 6000.

• TTSL has created more than 20,000 jobs, which
include 10,000 indirect jobs through outsourcing of
its manpower needs.
 Amity Business School

TERRITORIZATION OF SALES
 SALES TARGETS Amity Business School

• The sales team has a target of getting atleast 7,00,000

customers per month overall.
• Collecting revenues from 95% of the total active customers in
the area.
• Collecting revenues from atlest 10% of the dead income or
unpaid bills.
 COMPENSATION AND
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REIMBURSEMENT
• The sales person are paid for the calls they make from their cell phones.
• Airtel involves both external and internal agencies which conduct this
survey on a monthly basis.
• MARGINS
• The company gives margins at the time of sale of the product. The
margin varies according to the type of the product.
• PROMOTIONAL ACTIVITIES
• Airtel actively supports its cannel members with promotional
activities.Airtel helps performing these activities on a daily basis
..Further these are divide in to different levels which are
• Zonal level-zonal staff is involved in this. These include various kinds
of road shows.
 THE SALES PROCESS Amity Business School

• Step 1
The sales representative first of all gets the lead. The sales representative
goes to the customer on getting the lead from dealer or hi co-worker.
• Step 2
At this point the plan is explained to the customer by the sales person.
At the end, the customer finalizes the plan which suits him/her the most
according to his/her need
• Step 3
In this step the sales representative takes the documents of the customer
in form of his residential proof and identity card. Also the Customer
Application Form (CAF) is filled by the customer. Then the security of
Rs500 is taken from the customer for the purpose.
 Amity Business School

• Step 4
The sales representative now calls the Tata Helpline Number
12852. On this number the sales representative books the
number which the customer wants and thus the ‘Reserve ID’ is
generated and hence the number is booked for seven days.
• Step 5
After this the cash is deposited to cash counter.
• Step 6
Now the whole process is taken up by the Order Fulfilment
Department. Finally the number gets activated if there are no
flaws
 SALES PRESENTATION Amity Business School

SALES KIT:
A dealer should carry the following in his sales kit:
• All products leaflets (adequate quantities)
• List of prospects with their addresses
• Information about the competition in the market
• Price list of company products and corresponding prices of
competitor’s products
• Shade cards
 ORDER FULFILMENT
DEPARTMENT Amity Business School

• The basic functioning of this department is to activate the sales and

hence thus helps the company to achieve its target.
• It helps the company to identify the right type of customer under it.
• It checks whether there is any kind of forgery in the Customer
Application Form (CAF)
• It keep check on the false sales and thus ensure that it does not
happened thus foul playing is checked.
• There are in total three customer verifications.
• The physical Customer Application Form (CAF) is checked with
the entry on the system i.e. POS (Point of Sale) and hence if any
change needed are done and hence finally the number is activated
 EMERGING TRENDS IN Amity Business School

SELLING
Rural Telephony
• Tata Indicom has made consistent efforts to provide superior and
affordable products and services through its Rural Telephony
Unit. Mobile vans are flagged off in various parts of the country
which serve as real visibility and customer touch points to
experience the brand and the various services it offers.
• TTSL has as efficient distribution network across villages, where
in people are appointed and trained by TTSL – who visit the
villages on a bicycle or a two wheeler at defined times on defined
days of the week, selling recharge vouchers and servicing
equipment; each runner covers between 200 to 300 customers.
RURAL-URBAN MIX
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BRAND PROMOTION AND
ADVERTISEMENT Amity Business School
DEVICE INNOVATION
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PRESS AND MEDIA
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COVERAGE
Amity Business School
PROGRESS IN FY 09-10
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PROGRESS IN FY 09-10
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INNOVATIVE CSR
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 Amity Business School

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