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Think Fresh.

Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Know your Business
Products & Processes
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Introduction
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Celebrity
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Knowing Bharti Airtel
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Bharti Story
Bharti Airtel –
Launched operation
in Delhi
A bicycle
component
manufacturing unit
Introduced push-
button telephones
in India
Import &
distribution of
products
1976
1981 - 1984
1982
1995
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Bharti Foundation
Group Companies
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One of the Top 15 Emerging Leaders
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Airtel
• Bharti Airtel Ltd – the largest private
telecom services provider of India
with 30.25 % market share
• Over 127 million satisfied
customers
• Adding 2.5 million prepaid
consumers every month
• Widest network covering 86 % of
India covering large parts of Rural
India too

Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Subscriber Base in UP – West
Idea
19%
BSNL
11%
Airtel
14%
Aircel
3%
Vodaf one
20%
Uninor
2%
Reliance (CDMA +
GSM)
20%
Indicom (CDMA +
GSM)
11%
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Subscriber Base in UP – East
Idea
9%
BSNL
18%
Airtel
21%
Aircel
2%
Vodaf one
23%
Uninor
2%
Reliance (CDMA +
GSM)
19%
Indicom (CDMA +
GSM)
6%
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Airtel’s Many Innovations
Reduced STD
rates
IPTV
Black Berry
Song Catcher
Life Time
Validity
Concept

SMS 2.0
8 mbps
Internet
Hello Tunes
M Chek
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One of the Top 15 Emerging Leaders
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Business Divisions
• Mobile Services
– Provides GSM services across 23 circles
in India
• Telemedia
– Provides broadband and fixed telephone
services in 90 cities
– DTH to cities & villages
• Enterprise Services – Corporate
– Provides end-to-end telecom solutions
to corporate customers
• Enterprise Services – Carriers
– Provides national & international long
distance services to carriers
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
What it means for YOU…
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Telecom Scenario
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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• India will add over 600 million subscribers between
2010 and 2012
• More than 50 percent will come from rural India
• Rural penetration will rise from a little under 32
percent to over 40 percent by 2012
Definition:
Any location defined by Census as Rural which has a
census population of less than 20,000 and population
greater than 20,000 is termed as Urban
Facts at a glance
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.

We are already in 2010…
See the size of the
opportunity you have!

Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
in Training Outsourcing Worldwide.
Did you know?
69% of villages have mobile
network coverage
69% of villages have mobile
network coverage
Rural Middle Class has 27.4
million Households
Rural Middle Class has 27.4
million Households
Increasing access to mass media
Increasing access to mass media
Rising disposable income
Rising disposable income
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One of the Top 15 Emerging Leaders
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Modern Trade Partners in UPU
Existing

Big Bazzar (8)
Vishal Mega Mart (12)
Spencer (13)
The Mobile Store (65)
Hot Spot (56)
One Mobile Store (8)
Haariyali (Rural) (120)
E Chowpal (Rural) ( 7)

UP Coming

Restore Stores (22)
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One of the Top 15 Emerging Leaders
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Expectation of Customer from Retailers

• Availability of Maximum Range
• Varity of products
• Attention to the customers
• Complaint handling
• SIM swapping guidance
• Visibility of products & counter
• Product information on complete range
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One of the Top 15 Emerging Leaders
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Expectation of Customer from MT Stores
• Quality product or service

• Prompt delivery of that product or service

• Courteous service and interactions with the company’s
representatives

• hassle-free transactions

• Satisfaction when a problem arises





To have satisfied customers, a manager must meet or exceed customer expectations. This requires
being aware of the expectations a customer has. Without this knowledge, it will be difficult or
impossible to meet and exceed those expectations.
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One of the Top 15 Emerging Leaders
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Business Structure – Virtualized Lapu Platform
National Account
Supplies Airtel product/ service &
support to There Stores e.g.
The Mobile Store, Haariyali & Big
Bazzar
MT Stores
Makes
sales
National A/C for Lapu
Unbarring is done by the MT Store
– Retailer (59109) & Dist (59110)
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One of the Top 15 Emerging Leaders
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Business Structure – Non Virtualized Lapu Platform
Master Lapu
Supplies the
Product / Service
Supplies Airtel product/
service & support to
the rural retailers / MT Stores
(Hot Spot, Spencers,
Echoupal , Bharti Retail,
& Vishal Megamart
Makes
sales
UPE - Dist UPW - Dist
Rural/ MT
Retailer
Rural / MT
Retailer
The stores are considered as a retailer for Lapu
balance and for Activation they do not have
unbarring rights (59109) work on
HUB & Spoke distribution Model.

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One of the Top 15 Emerging Leaders
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2
3
4
5
Roles & Responsibilities-
Store Manager / Promoters
1
Achieving Sales
Achieving Sales
Managing Outlets
Managing Outlets
Process Compliance
Process Compliance
Brand Visibility
Brand Visibility
Manpower Handling ( if Applicable)
Manpower Handling ( if Applicable)
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One of the Top 15 Emerging Leaders
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Roles & Responsibilities-
Store Manager / Promoters
 Sales
 Ensuring all range is been displayed
 Proposal to customer
 Cash collection
 Daily cash deposit at stores
 Ensuring visibility tools are put in a proper manner
 New product information is properly displayed
 Any customer proposition is properly displayed
 Ensuring timely submission of APEF
 Tele calling ( APEF Policy)
 Soft copy of APEF to be maintained.
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Products Overview
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Two Modes of Usage
Modes
Of
Usage
Prepaid
(Pay Before Use)
Postpaid
(Pay After Use)
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Airtel Prepaid Connection
• Pay in advance for using the mobile services
• Can be purchased over the counter
• Instant activation
• Less documentation
• Convenient, affordable & hassle free
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One of the Top 15 Emerging Leaders
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Features
Instant Recharge /
Balance Inquiry
Inbuilt Validity & Talk time

Pre-activated Roaming
(National & International
No Rentals/Bills/Deposits
Free Caller line identification

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One of the Top 15 Emerging Leaders
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Why Should I buy
Prepaid
connection?
•Low cost
•No rentals
• Free CLI
•24 Hr. Instant recharge
•No deposits
•No Bills
•SMS, Voice Mail & Other VAS
•Two – Way Auto Roaming
•Total Cost Control
•60 second pulse
•SMS Info Services
•Instant balance enquiry
•STD/ISD facility till the last rupee
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One of the Top 15 Emerging Leaders
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Airtel Prepaid SIM Card
Validity
Tariff
Talk time
Three Elements of Airtel Prepaid SIM Card
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Subscriber Identity Module (SIM) Card
• SIM card is an intelligent chip inserted in a mobile, which
helps transmission and storage of voice and data
• Sample SIM No. : 89 91 10 02 07 019424979
– 89 - Telecom ID
– 91 – Country Code for India
– 10 – Mobile Network Code for Airtel Circle
– 02 07 – Month & year of manufacturing
– 01 – Switch Configuration
(changes with every 10 lakh SIM cards)
– 9424979 - SIM Number
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One of the Top 15 Emerging Leaders
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Working of an Airtel Prepaid Card
Subscriber buys an Airtel Prepaid Sim
card (SUK- Start Up Kit )
SIM Card (SUK) does not have a preloaded
Calling Value or Validity by itself
Subscriber needs to do First Recharge of
a certain fixed value
(e.g. 22 / 24 Red & Blue Plan)
The number gets recharged with
validity & talktime
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One of the Top 15 Emerging Leaders
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Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Process Adherence
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Human Web
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Prepaid Activation Process
Step 1 – Document check
Step 2 - FRC 22(red) / 24 (blue) in MT SUK (SIM)
Step 3 – Unbarring request by sending SMS to 59109
SMS Text – UN <space> (10 Digit Mobile no) <space> last 5 digit of SIM
Step 4 – Forwarding the Unbarring request to 59110
Step 5 – Dialing IVR 123 & change language
Step 6 – Top up recharge of any denomination
Step 7 – Out going call of minimum 1 min from the unbarred no.

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Effects of non compliance of Process


If any of the steps are not followed for activation

• Zero Usage (ZU)

•No payment to MT partner

•Disqualified from all promotions / Incentive scheme

•Will disqualify from their achievement
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One of the Top 15 Emerging Leaders
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Working of an Airtel Prepaid Card
To check account balance, press *
123 # and then the OK key (response
will be an sms)
To recharge, press * 123 * 14 digit
secret code # and then the OK key or
Green Call Button
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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What is an APEF?
Airtel Prepaid Enrolment Form is a request form for a
prepaid connection. It captures:
–Mandatory details about subscriber
–Details about the Photo Identification Proof
–Details about the Proof of Address taken

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One of the Top 15 Emerging Leaders
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Airtel Prepaid
Enrolment Form
1. Name
2. Address
3. Father’s Name
4. Date of Birth
5. Contact Phone Number
6. Colour or B/W
Photograph
7. Customer Signatures
8. Retailer & Distributor
Code & Signature
1. Name
2. Address,
3.Father’s name
4. Date of Birth
5. Contact Phone No.

7. Customer
Sign
6.Co lour or
B/w photo
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One of the Top 15 Emerging Leaders
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One of the Top 15 Emerging Leaders
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APEF: Aath Ka Dum…
• Name
• Address
• Father’s Name
• Date of Birth
• Contact Phone Number
• Colour or B/W Photograph
• Customer Signatures
• MT Store, Distributor Code & Signature

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One of the Top 15 Emerging Leaders
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Documents required for Prepaid
o APEF
oSelf attested passport
size photograph (color or
b/w)
o Proof of Address
o Proof of Identity
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One of the Top 15 Emerging Leaders
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Photo ID Card/
Student ID Card

Certificate from Gram
Panchayat

Voter’s ID/Arms
License Card/Driving
License
Patta copy/
Residence certificate
Ration card with
stamped photograph

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One of the Top 15 Emerging Leaders
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Photo ID Card by
Govt. Statutory
Authority/ PSU


Election
commission
Voter’s ID
Card/Ration Card


Voter’s ID/Arms
License
Card/Driving
License


Certificate from
Gram Panchayat/
Niwas Pramand
Patra


Certificate form
Post
Master/MLA/
Gazzetted officer

Caste Certificate
with photograph

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One of the Top 15 Emerging Leaders
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What are my responsibilities
pertaining to APEF as a MT
Channel Partner?
APEF
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Rural Retailer to check……

APEF

•Completely filled
•DOB , father name, address
& Pin Code
•Signature

ID Proof


Photograph


Address Proof

•Self attested photograph
•Attestation signatures to match the
one’s on the application form
•Self Attested by applicant
•Photograph on ID to match the one
on the form
•Self attested by applicant
•Address proof & the Address on the
form to be same
•Stamp/ Sign on all documents
including APEF
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One of the Top 15 Emerging Leaders
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What happens next ?
If the documents are not submitted on time or are inaccurate
Numbers are BARRED
CLICK
Services are discontinued
Customer Dissatisfied
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Number gets barred…
Due to:
• Incomplete APEF
• Incorrect Documents
• Non receipt of APEF and documents within 15 days
• Negative AV
• Due to lack of information on AV through a visit or call by an
external agency after activation
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One of the Top 15 Emerging Leaders
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•Do Not Entertain Requests for Connection if Bearer is
Carrying someone Else’s Documents
•Do Not Accept Any Fake Proof Of Identity & Address
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One of the Top 15 Emerging Leaders
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• Once the number is barred the whole process is repeated
afresh
– APEF has to be filled again
– Self attested passport size photograph (color or b/w )
– Proof of Address
– Proof of Identity
– The process of AV starts again
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One of the Top 15 Emerging Leaders
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Lets learn how to
check the
documents to
ensure number
does not get
barred
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One of the Top 15 Emerging Leaders
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APEF Filling Procedure
Customer fills :
• APEF
• Self attested forms

What does the customer do ?
Provides self attested
copy of
• Address proof
• Identity proof

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APEF Filling Procedure
 Check the completeness of APEF
 Correctness of submitted documents
What do I do ?
Sign, and stamp the APEF
If everything is ok
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Main City SPOC Partner Distributor
Rural Retailer Rural Retailer
• Signs & validates
APEF &
documents
• sends SMS
<UN<space><MS
ISDN> to
59109
• Receives SMS to
unbar
• Receives request for new
connection on his distributor
SIM from the retailer
• Sends <MSISDN> as SMS to
59110 for final activation
• Checks with retailer about
documents ,if valid or not
• Picks up APEF + Docs from
Retailer
• Ensures APEF + Documents
for all Retailers covered by it
reach pre-assigned District
location at a fixed frequency

SMS received by subscriber,
retailer & partner distributor :
MSISDN has been activated

Customer Customer
• Fills APEF and
submits form with
valid POI & POA
and photographs
• Dials 123 &
recharges with
first recharge
• Airtel Agency picks up APEF
+ Documents from pre-
assigned District location at
a fixed frequency.
APEF Agency/
Rural Distributor
Airtel Agency
•Picks up APEF + Docs
from pre-assigned
District location at a
fixed frequency
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PEF Management
Partner receives
regular report on
which outlets are
activating
Collects Okay
documents

He checks the
documents
CRE visits
activating outlet
every alternate day
Airtel collection
Agency- picks
up Okay Docs
from pre-
assigned
District location
Submits
documents
at the pre-
assigned District
location
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One of the Top 15 Emerging Leaders
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Urban – 7 Day’s (TAT)

Rural – 14 Day’s (TAT)

If docs are not submitted in TAT then OG is barred on 7
th
Day at urban
and 14 th day at rural.

Irate customers
APEF to be submitted again
No payment to MT partner
Disqualified from all promotions / Incentive scheme
Will disqualify from their achievement


TAT of APEF Submission
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APEF Submission process
Activation – Store / Retailer
Store manager / Promoter - Gets APEF filled by the customer
Store manager / Promoter – Checks documentation
- Maintains Soft copy of APEF
- Tele verification Updates status (+ve,-ve,NCT)
- Completes documentation and attaches Top
sheet-Televerification sheet of APEF to be
submitted
CRE - Checks documentation & pics APEF from store
CRE - Deposits APEF at collection centers at District
of Zone

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One of the Top 15 Emerging Leaders
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Try Your Luck…
• Participants to be divided into 4 teams
• Each team is to choose 1 number as and when the turn comes
• Each number when clicked would lead to a question ( numbers
not to be repeated)
• Marks are to be allotted in the following manner:
– For each correct answer the team would be allotted 10 marks
– For no question taaien taaien phish
– For a wrong answer no marks are to be allotted
• The questions are based on the learning’s during the session.

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One of the Top 15 Emerging Leaders
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4
2
3
1
9
16
10
6
7
11
8
12
14
5
13 15
Try Your Luck…
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Question 1
What is Aath Ka Dum in APEF?
10
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Question 2

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Question 3
What are the documents required for a
Prepaid connection?
10
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Question 4
Why does a number get barred?
10
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Question 5
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Question 6
What is a recharge?
10
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Question 7
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Question 8
What is the process for unbarring a
number?
10
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Question 9
What is the methodology for
recharging?
10
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Question 10
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Question 11
What needs to be checked by Rural
Retailer while verifying the documents
to be attached with the APEF?

30
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Question 12
What is an APEF?
10
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One of the Top 15 Emerging Leaders
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Question 13
What is the method of checking balance &
validity?
10
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One of the Top 15 Emerging Leaders
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Question 14
Name any 5 proof of identity.
10
Think Fresh. Deliver More
One of the Top 15 Emerging Leaders
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Question 15
Name any 5 proof of address.
10
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Question 16
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AV Policy
Claw back
Slab Claw Back in Rs.
0 – 2% 100 / connection
>2% - 5% 400 / connection
>5% - 10% 900 / connection
>10% 1500 / connection

10 % of random no’s are picked from + ve tele verification data for Address
Verification

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One of the Top 15 Emerging Leaders
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Let us take a situation..
You are a customer


What will you do ?
You want to buy a prepaid
connection
Now that you are at the store…
Will you check for the latest
schemes and offers by the
service providers ?
How will you get to know about
the latest schemes and plans
offered by the service providers?
Where will you collect
the information from ?
How will you know that
a particular service provider sells
connections in that store ?
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What do we understand…?
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Importance of Brand Visibility

Increases :
• Number of walk ins
• Word of mouth
• Goodwill
• Sales

Increases awareness about :
• Product
• Brand
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Reasons for Merchandising…
• To communicate that you are
engaged in new and different
activities

• To attract paying customers in
sufficient numbers to support the
activities

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One of the Top 15 Emerging Leaders
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Remember the basics…
• Visual: To make ability visible for customers
• Merchandising: All measures which support sales
• Visual Merchandising: To send visual and emotional
loaded messages to customers which support pleasure of
shopping activity

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Recall & Retain…
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Its job is to…
• Inform
• Direct
• Excite
• Recall
• SCREAM & Sell
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Think Fresh. Deliver More
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Communication Elements
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In shop
Out shop
Permanent Semi-Permanent
•Backlit Translite Box
•Leaflet Dispenser
•5 Piece drop down SUK
Hanger
•Retail Visibility Unit
•Wall Branding
•Posters
•Danglers
•Shelf Strips
•Wobblers
•SUKs
•Ready Reckoner
•Glow Sign Board
•Non-Lit Signage
•Flange
•Poster Display Unit
•Umbrella
•Canopy
•Buntings
•Cloth Banner
•PVC Banner
•Gates
Classification
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Brand Visibility
Merchandising Elements
Shelf Strip
Kiosk
Dangler
A4 sheet
Floor Standees


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Cloth/PVC banner
• The PVC Banners should be used as out shop branding
material, hung with nylon thread from the roof shading or
frontage of the outlet
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Poster : RC, HBO & VAS
• Posters to be used as in shop branding material for retail
outlets. There will be 3 basic communication through
posters.
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Posters
• Multiple posters of the same creative should be pasted
inside shops
• Best at eye level
• None to be pasted below 3ft and above 8ft
• Avoid ceilings
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Ready Reckoner
• Pasted in a clear space on the wall
• At the entrance to the store
• Preferably visible from outside the store
• Behind the billing counter
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Shelf Strips
• Cover up the back of the shelf or the
side panels of the shelf carrying the
connections or handsets

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Canopy
• Each RD to be given 1 Canopy
for doing promotions
• To be used for distribution of
leaflets and product explanation
and briefing to customers

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Danglers
• Non intrusive placement
• Hung from the ceiling
• 3D danglers to be placed prominently
close to the entrance of the store
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Buntings
• Bunting outside the shop at the entrance running below the
signage board
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Points to Remember….
• The following communication elements are mandatory to be
placed at the MT Store:
– Posters
– A 4 Sheet
– Glow Sign
– Non- Lit Signage
– Flange

Any one
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Selling Skills
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Greet & Acknowledge
the Customer
Analyze the need

Ask open ended
questions (if required)


Listen to his
requirement

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Propose a solution,
recommending Airtel

Build Relationships


Close the Sale


Clarify Doubts

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Role Plays
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Know your Numbers…
1
SIM
2
Barring
3
APEF
4
Documents
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• Divide participants into groups of 4 people
• Pass out an index card to each group
• Have them summarize the information you shared
during your lecture on the card
• Review each of the summaries when all groups are
done
• Write out a composite on a whiteboard or flipchart
sheet and have the class copy it down in their notes.
When using a workbook, leave space for this
information
Best Summary
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Thank you
Bharti Resources Limited
Neelagagan, Mandi Road, Sultanpur, Mehrauli, New Delhi-110030
Tel: 91-11-46001100-01, Fax: 91-11-46001111
E-mail: contactus@bharti.in, Website: www.bhartiresources.com