ETHICAL SALES

Agenda
01. Category Of Calls

02. Critical levels of Escalation w.r.t. call audits

03. Disciplinary Actions

 Call
Category Of Calls Audit

www.byju.com
Green Amber Red
Includes making blank/ partially
Includes making abusive
Genuine calls blank calls, mentoring Call,
calls, fake promises
prolonged call

Calls with friends/family/BYJUite,

Fake Promise of Tie ups with Govt,
forceful sale.
 Critical Levels of
Escalations

www.byju.com
Red
Abusive Call Using Slangs and outright abuses in calls

Ex: False info regarding the product,K3 without tablet, return

Fake promise or false information policy beyond 15 days, Down payment less than INR
5000,Introducing as calling from different
entity/school/organization.
 Amber False Information on tie ups with the
Blank Calls/Partial Blank calls Govt
Calls with no conversation detected and dead air. Giving government tie up promises during sales pitch
Ex :Scholarship will be provided in tie up with government

Forceful Sale Calls with friends/family/BYJUite

Behavior towards parent or student shows use of force, coercion, These fall under internal calls with friends, playing pre-recorded calls
or internal calls between sales associates
threat or aggression

Mentoring Call 24*7 Mentor Availability

Taking classes or teaching to increase call time and call duration . Giving a promise of mentor availability 24*7 via call
 GoGreenGoGenuine

Green
Always be professional with your customers. Never use Be a good listener. Understand your customer & generate need.
Selling will become far more easier if you listen.
unprofessional language under any circumstance.

Always use words like- How can I help you; I completely understand
Always share correct & genuine information about the product’s
even if you don’t want to buy our product. I appreciate your
features & don’t make false promises.
feedback. Etc.

IMPORTANT: Our aim should be to deliver a world-class customer experience. Doing so will result in your and the
company’s growth. Your future depends on how you make your customers feel.

Do the right thing, always!

 Disciplinary
Actions

www.byju.com
Disciplinary Action Framework
Based on the severity of the escalation, here are the actions that will be initiated:

Audited Cases

Note : Cases with 1R or 3 Ambers and 2R or 3

First Red or 3 Ambers -
additional ambers will be issued warning mails till
HR will share a warning email & any further case
25th June post that strict action will be taken for 2R
post this, will lead to termination
or 3 additional ambers.

Second Red or 3 additional Ambers -

To result in termination
At BYJU’S, we follow a Zero Tolerance policy for any mis-information, unprofessional
behavior with customers or any instance of fake sales. Non-adherence will lead to
strict disciplinary actions, including termination. 

Do the right thing, always.

#GoGreenGoGenuine
Thank You