competency based curriculum - pssciveindia’s telecom sector underwent a high pace of market...

Competency Based Curriculum (Classes 9 to 12; NSQF Levels 1 to 4)

Course: Telecommunication (Job Role: Field Sales Executive, QP Ref. Id.: TEL/Q0200)

Dr.Vinay Swarup Mehrotra

Professor & Head Curriculum Development and Evaluation Centre (CDEC),

National Skills Qualifications Framework Cell (NSQFC) and Electronic Media Development Centre (EMDC)

PSS Central Institute of Vocational Education (a constituent unit of NCERT, an autonomous organization under Ministry of Human

Resource Development, Government of India) Shyamla Hills, Bhopal – 462 013, M.P., India

COMPETENCY BASED CURRICULUM

Telecommunication (Job Role: Field Sales Executive,QP Ref. Id.: TEL/Q0200) (Classes 9to 12; NSQF Levels 1-4)

March, 2015 Publication No: 256-7-8-3H No of copies: 300

© PSS Central Institute of Vocational Education, 2015

ALL RIGHTS RESERVED

No part of this publication may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronically, mechanical, photocopying, recording or otherwise without prior permission of the publisher.

This document is supplied subject to the condition that it shall not, by way of trade, be

lent, resold, hired out or otherwise disposed of without the publisher’s consent in any form of binding or cover other than that in which it is published.

• The document is only for free circulation and distribution.

Coordinator Dr. Vinay Swarup Mehrotra

Professor & Head Curriculum Development and Evaluation Centre (CDEC),

National Skills Qualifications Framework Cell (NSQFC) and Electronic Media Development Centre (EMDC)

Production Assistant Shri A.M. Vinod Kumar

Published by the Joint Director, PSS Central Institute of Vocational Education, Shyamla Hills, Bhopal-462 013, M.P. India and printed at Gupta Graphics, Bhopal.

Preface

The Ministry of Human Resource Development (MHRD), Government of India introduced vocational

courses from Class 9th onwards under the revised Centrally Sponsored Scheme of Vocationalisation of Secondary and Higher Secondary Education. The MHRD also developed a National Vocational Education Qualifications Framework (NVEQF), which was subsumed in National Skills Qualifications Framework (NSQF) in 2013. The NSQF organizes qualifications according to a series of levels of knowledge and skills. These levels are defined in terms of learning outcomes i.e. the competencies (knowledge, skills and attitude) which the learners must possess, regardless of whether they were acquired through formal, non-formal or informal education and training system. Qualifications are made up of occupational standards for specific areas of learning units or unit of competency. Units of competency are the specification of knowledge and skill to the standard of performance expected in the workplace. The unit of competency or National Occupation Standards, comprising generic and technical competencies that an employee should possess, are laid down by the Sector Skill Council of the respective economic or social sector.

Competency is defined in terms of what a person is required to do (performance), under what conditions it is done (conditions) and how well it is to be done (standards). It can be broadly categorized into foundational, practical and reflexive competencies. Generic competencies are considered essential for a person to participate effectively in the workforce, whereas technical competencies are an individual’s knowledge and expertise in the specific group task, its processes and its rules and regulations.

The competency based curriculum is broken down into coherent parts known as Units. Each unit is

further broken down into knowledge and skills on the basis of which evidence is to be provided by the learner and the evaluation is to be done by the teacher or trainer.

The PSS Central Institute of Vocational Education (PSSCIVE), a constituent unit of National Council of

Educational Research & Training (NCERT) is an apex research and development Institute for vocational education. The institute has been mandated by the MHRD to develop curricula and courseware for vocational subjects to be introduced from Classes 9 to 12 under the NSQF.

The curriculum has been developed and reviewed by a group of experts and their contributions are

admirably acknowledged. The utility of the curriculum will be adjudged by the qualitative improvement that it brings about in teaching-learning in vocational subjects. The feedback and suggestions on the content will be of immense value to us in bringing about necessary improvement in the curriculum.

Prof. (Dr.) R.B. Shivagunde Joint Director and Head,

PSS Central Institute of Vocational Education, Bhopal

Contents 1. About the course 01 2. Objectives of the course 02 3. Course structure 03 4. Classroom activities 04 5. Practical activities 04 6. On-the-job training 04 7. Certification 04 8. Units NSQF Level 1 (Class 9)

TSFS101-NQ2015: Introduction to Computers and Internet Navigation 05 TSFS102-NQ2015: Communication at Workplace 06 TSFS103-NQ2015: Personality Development 07 TSFS104-NQ2015: TelecommunicationFundamentals –I 08 TSFS105-NQ2015: Basics of Selling 09 NSQF Level 2 (Class 10)

TSFS201-NQ2015: Advance Computer Training 11 TSFS202-NQ2015: Communication at Workplace (Basic) 12 TSFS203-NQ2015: Telecommunication Fundamentals -II 13 TSFS204-NQ2015: Customer Centricity 15 TSFS205-NQ2015: Self and Time Management 16 NSQF Level 3 (Class 11)

TSFS301-NQ2015: Health, Hygiene, Safety and Ergonomics 16 TSFS302-NQ2015: Communication at Workplace (Intermediate) 17 TSFS303-NQ2015: Pre-Sales Preparation 18 TSFS304-NQ2015: Customer Loyalty 19 TSFS305-NQ2015: Retail Marketing and Strategy for Telecom Products 19 TSFS306-NQ2015: Distribution Strategy 20 TSFS307-NQ2015: Team Target Achievement 21 NSQF Level 4 (Class 12)

TSFS401-NQ2015: Product/Process Training 21 TSFS402-NQ2015: Communication at Workplace (Advanced) 23 TSFS403-NQ2015: Increasing Customer Base and Revenue 24 TSFS404-NQ2015: Monitoring and Reports 24 TSFS405-NQ2015: Sales Negotiation and Conflict Resolution 26 9. List of reference books and instructional material 27 10. Assessment guide 28 11. List of tools, equipment and materials 29 12. Teacher’s qualifications 30 13. List of contributors 30

1

1.0 About the Course

Major sectors of the Indian Telecommunication (abbreviation: Telecom) industry are telephony (includes mobile telephony), internet (includes broadband data) and television broadcasting. India's telecommunication network is the second largest in the world, based on the total number of telephone users (both fixed and mobile phone). The Telecom sector in the country, which is in an ongoing process of transforming into next generation network, employs an extensive system of modern network elements, such as digital telephone exchanges, mobile switching centres, media gateways and signalling gateways at the core. It is interconnected with a wide variety of transmission systems using fibre-optics or microwave radio relay networks. The access network, which connects the subscriber to the core, is highly diversified with different copper-pair, optic-fibre and wireless technologies. Direct to Home (DTH), a relatively new broadcasting technology, has attained significant popularity in the Television segment. The introduction of private FM has given a fillip to the radio broadcasting in India. Telecommunication in India has greatly been supported by the INSAT system of the country, one of the largest domestic satellite systems in the world. India possesses a diversified communication system, which links all parts of the country by telephone, Internet, radio, television and satellite.

India’s Telecom sector underwent a high pace of market liberalization and growth since the 1990s and now has become the world's most competitive and one of the fastest growing telecom markets. Telecommunication has supported the socioeconomic development of India and has played a significant role to narrow down the rural-urban digital divide to some extent. It also has helped to increase the transparency of governance with the introduction of e-governance in India. The government has reasonably used modern telecommunication facilities to deliver mass educational programmes for the rural folk of India. The tremendous user demand led growth of the Telecom sector has created enormous prospect for job growth in the country.

Some of the Job Roles in the Telecom sector, suitable for entry level job seekersat the sales and customer care segments, are as follows: Customer Care Executive (at the Call Centre, Relationship Centre or Repair Centre), In-Store Promoter, Field Sales Executive, etc. In the manufacturing segment, job prospects are in application or product development, application testing, system administration, network planning, data networking, engineering, mobile repairing, mobile application development and value-added services.

Field Sales Executive (FSE), also known as Distributor Sales Executive (DSE) or Distributor Sales Representative (DSR) in Telecom industry visits retail outlets to deliver prepaid Telecom products/services to retailers, as per the daily Route/Beat Plan. The individual is responsible to achieve monthly revenue target, increase width and depth of distribution, adhere to process compliance for new customer enrolment, maintain relation with distributors and retailers to continue reliability, forecast the sales, organize sales campaigns and increase customer base. This job role requires the individual to be smart and presentable as per organizational grooming guidelines. The person should be fluent in regional language and willing to work for long hours with enthusiasm. Individuals can explore job opportunities in Telecom industry as Field Sales Executive in sales and marketing division of telecom service providers, Telecom equipment manufacturers, Telecom enterprises, advertising companies, etc.

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2.0 Objectives of the Course Upon completion of this course, you will be able to:

• Demonstrate the knowledge of modern computers and their parts and peripherals • Communicate effectively at workplace • Demonstrate the knowledge of health, safety and security issues and follow best practices • Explain the various terms used in telecommunication • Demonstrate the knowledge of telecommunication service regulations and role and functions of

Telecom Regulatory Authority of India (TRAI) • Develop product knowledge by accessing relevant sources of information • Demonstrate knowledge of customer buying behaviour • Demonstrate the knowledge of selling products • Greet people and give self-introduction • Frame sentences for different occasions/situations • Describe wireless communication media and services and related terminologies • Demonstrate the knowledge of mobile communication generations and technologies • Deal with customer’s complaints effectively • Demonstrate the skills of taking orders on call and answer enquiries • Manage time effectively • Demonstrate the knowledge of pre-sales preparation • Explain the concept of loyal customers • Explain the importance of team recognition and achieve collective targets • Demonstrate the knowledge of products and processes in Telecom industry • Explain how to increase customer base and revenue • Describe reporting formats and their usefulness and how to maintain them

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3.0 Course Structure This course is a planned sequence of instructions consisting of modules called as Units.

NSQF Level 1 (Class 9)

S. No. Unit Code Unit Title No. of Notional Learning Hours

Pre-requisite Unit, if any

1. TSFS101-NQ2015 Introduction to Computers and Internet Navigation 25 Nil 2. TSFS102-NQ2015 Communication at Workplace 25 Nil 3. TSFS103-NQ2015 Personality Development 15 Nil 4. TSFS104-NQ2015 Telecommunication Fundamentals -I 25 Nil 5. TSFS105-NQ2015 Basics of Selling 20 Nil

Total 110

Successful completion of 110 hours of theory sessions and 90 hours of practical activities and on-the-job learning is to be done for full qualification.


S. No. Unit Code Unit Title No. of Notional Learning Hours

Pre-requisite Unit, if any

1. TSFS201-NQ2015 Advance Computer Training 30 TSFS101-NQ2015 2. TSFS202-NQ2015 Communication at Workplace (Basic) 30 TSFS102-NQ2015 3. TSFS203-NQ2015 Telecommunication Fundamentals- II 20 TSFS104-NQ2015 4. TSFS204-NQ2015 Customer Centricity 10 Nil 5. TSFS205-NQ2015 Self and Time Management 10 Nil

Total 100

Successful completion of 100 hours of theory sessions and 100 hoursof practical activities and on-the-job learning is to be done for full qualification.

NSQF Level 3 (Class 11) S.No. Unit Code Unit Title No. of Notional

Learning Hours Pre-requisite Unit, if any

1. TSFS301-NQ2015 Health, Hygiene, Safety and Ergonomics 20 Nil

2. TSFS302-NQ2015 Communication at Workplace (Intermediate) 30 TSFS202-NQ2015

3. TSFS303-NQ2015 Pre-Sales Preparation 20 Nil

4. TSFS304-NQ2015 Customer Loyalty 20 Nil

5. TSFS305-NQ2015 Retailer Marketing & Strategy for Telecom Products 15 Nil

6. TSFS306-NQ2015 Distribution Strategy 15 Nil 7. TSFS307-NQ2015 Team Target Achievement 10 Nil

Total 130

Successful completion of 130 hours of theory sessions and 170 hours of practical activities and on-the-job learning is to be done for full qualification.

NSQF Level 4 (Class 12) S. No. Unit Code Unit Title No. of Notional

Learning Hours Pre-requisite Unit, if any

1. TSFS401-NQ2015 Product/Process Training 30 Nil 2. TSFS402-NQ2015 Communication at Workplace (Advanced) 30 TSFS302-NQ2015 3. TSFS403-NQ2015 Increasing Customer Base and Revenue 20 Nil 4. TSFS404-NQ2015 Monitoring and Reports 20 Nil 5. TSFS405-NQ2015 Sales Negotiation and Conflict Resolution 20 Nil

Total 120 Successful completion of 120 hours of theory sessions and 180 hours of practical activities and on-the-job learning is to be done for full qualification.

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4.0 Classroom Activities

Classroom activities are an integral part of this program and interactive lecture sessions, followed by discussions should be conducted by trained teachers. Teachers should make effective use of a variety of instructional aids, such as Videos, Colour Slides, Charts, Diagrams, Models, Exhibits, Hand-outs, Recorded Compact Discs, etc. to transmit knowledge in projective and interactive mode.

5.0 Practical Activities Activities that provide practical experience in laboratory set up would include hands on training, case based problems, role play, games, etc. on various incidents and practical exercises in skill lab. Equipment and supplies should be provided to enhance hands-on experiences for students. Trained personnel should teach specialized techniques. A training plan signed by teacher that reflects equipment, skills and tasks should be prepared for training of the students in the organization/industry.

6.0 On-the-Job Training

On-the-job training (OJT) occurs whenever more experienced employee or supervisor teaches less experienced person on how to do one or more tasks of a job. The training utilizes actual equipment and materials. OJT should be undertaken in a structured manner with a training plan under the supervision of an experienced trainer or supervisor. A training plan that reflects tasks to be performed and competencies to be imparted should be prepared and signed by the student, teacher, and supervisor at the workplace for training of the students in the organization/industry. The trainer should break down all the steps of the job and train the students as per the training plan. In a structured OJT, the following steps should be followed:

Step 1: The Instructor or the trainer tell, show, demonstrate, and explain. The trainer gives an overview of the task while explaining the constructional details and use of the tools, equipment, materials, etc. in performing the tasks.

Step 2: The Instructor or the trainer demonstrates each step in detail, actually doing the steps of the task and explaining each step, one ata time, while the trainee watches. The steps may not necessarily be demonstrated in the sequence of actual operation, as sometimes it is better that simple tasks are demonstrated first to build confidence. Showing finished products at each appropriate step will help the leaner understand what is required as outcome. While demonstrating, the trainer explains why each step is done in the way it is done.

Step 3: It involves direct trainee participation. The trainer monitors the progress on a checklist of competencies and offers feedback and pointers where and when needed.

Step 4: The trainee practices with clearly defined targets for performance standards.

7.0 Certification Upon successful completion of this course the State Education Board and the Telecom Sector Skill Council (TSSC) will provide a certificate to the student verifying the competencies acquired by the candidate. For more details about SSC visit the website of Telecom Sector Skill Council at http://www.tsscindia.com/

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8.0 Syllabus - Achievement Standards and Teaching/Training Methods

NSQF Level 1 (Class 9) Unit Code: TSFS101-NQ2015

Unit Title: Introduction to Computers and Internet Navigation

Location: Classroom

Duration: 25 hours Learning Outcome

Knowledge Evaluation Performance Evaluation Teaching and Training Method

Demonstrate the use of computer peripherals

1. Describe the parts of a computer system

2. Describe the use of different types of software

3. Differentiate between primary and secondary memory

4. Differentiate between system software and application software

5. Distinguish between common I/O ports and connectors

1. Identify hardware components of computer

2. Connect various parts and devices of computer system.

3. Start and shut down a computer system

Interactive lecture: Introduction to Computer System Activity: Practice sessions on identification of various components of computer system and connecting them to the Central Processing Unit (CPU)

Manage files and folders

1. Describe the purpose of files and folders

2. Describe the procedure for locating files and folders on the drive

1. Create a file and folder. 2. Locate and rename a

folder and file 3. Delete a file or folder. 4. COPY-PASTE file and

folder 5. CUT-PASTE file and folder

Interactive lecture: Managing Files and Folders Activity: Practice sessions on managing files and folders

Demonstrate the use of Internet, surfing and social networking sites

1. Describe purpose of internet, world wide web

2. Explain the terms – Internet Service Provider, Uniform Resource Locator, Hyperlink, etc.

3. Name different web browsers

4. Describe the risks associated with the online activity like: unintentional

1. Demonstrate how to connect to internet

2. Open and close web browsing application

3. Enter the URL in the address bar

4. Search documents using search engines

5. Navigate forward and backward between previously visited webpages

6. Carry out search for specific information using

Interactive lecture: Internet and Using the Browsers and Social Networking Sites Activity: Practice sessions on

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disclosure of personal information, bullying or harassment, targeting of users by predators, virus, etc.

a keyword and phrase 7. Save a page to a location 8. Set the browsers webpage 9. Block and allow pop-ups

and cookies 10. Delete browsing history

using internet and social networking sites and use different search engines

Demonstrate the use of Email

1. Describe the purpose of email

2. Explain the structure of email address

3. Describe the various features of email and their uses

4. Describe the advantages of using email, like speed of delivery, low cost, facility for attachment of documents, spell check facility, etc.

5. Describe the difference between the To, CC, BCC fields.

6. Describe the procedure of sending, forwarding and searching emails

7. Discuss the best practices to be adopted while using email

1. Create an email account 2. Compose an email 3. Insert and remove a file

attachment 4. Open the Sent box to see

the emails sent 5. Add signatures 6. Prepare and save a draft

message in Drafts folder 7. Use a spell check tool for

checking spelling mistakes and correcting spelling errors

8. Copy text from another source into an email

9. Retrieve emails saved in the Drafts box and edit them before sending.

10. Flag email as Spam, recovering email from Spam folder

11. Manage an email account by moving emails into folders/labels

12. Manage email account by deleting unwanted messages from inbox and trash folder

13. Update an address book from incoming email

14. Search for email

Interactive lecture: Using Email Services Activity: Practice sessions on opening and managing email account

Unit Code: TSFS102-NQ2015

Unit Title: Communication at Workplace

Location: Classroom


Knowledge Evaluation Performance Evaluation

Teaching and Training Method

Identify elements of communication cycle

1. Describe the meaning of communication

2. State the different elements of communication cycle

3. Differentiate between Sender, Message, Medium, Receiver and Feedback.

4. Describe the importance of active listening

1. Identify elements of communication cycle

2. Draw a diagram of communication cycle

Interactive lecture: Elements of communication cycle Activity: Drawing a communication cycle Case based problems

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Provide feedback 1. Describe the meaning of feedback

2. Describe the importance of feedback

3. Describe the characteristics of feedback

4. Differentiate between descriptive and specific feedback

1. Construct a sentence for providing descriptive and specific feedback

2. Demonstrate the use of different characteristics of feedback

Interactive lecture: Characteristics of feedback Activity: Assignment on constructing sentences for providing descriptive and specific feedback Case based problems

Overcome barriers in communication

1. Describe the factors that act as communication barrier

2. Describe the ways to overcome barriers in effective communication

1. Enlist barriers to effective communication at workplace

2. Demonstrate the ability to overcome barriers in communication

Interactive lecture: Barriers in communication Activity: Group discussion on factors responsible for barrier in communication

Apply principles of communication

1. Describe the various principles of effective communication

1. Construct a sentence that convey all facts required by the receiver

2. Construct a sentence emphasizing on specific message

3. Communicate in a manner that shows respect to the receiver

Interactive lecture: Principles of effective communication Activity: Role play, games and assignment on constructing sentences that convey facts and emphasize on specific message


Unit Title: Personality Development

Location: Classroom



Describe the basic personality traits, types and disorders

1. Describe the meaning of personality

2. Describe how personality influence others

3. Describe basic personality traits

4. Describe common personality disorders- paranoid, antisocial, schizoid, borderline, narcissistic, avoidant, dependent and obsessive

1. Demonstrate the knowledge of different personality types

Interactive lecture: Personality traits, types and disorders Activity: Role Play

Demonstrate the ability to communicate clearly and politely on telephone

1. Describe the procedure of greeting the customer on telephone call

2. Enlist the preparations to be made before receiving a telephone call

1. Demonstrate the ability to convey message clearly and completely over telephone

2. Demonstrate the

Interactive lecture: Communicating clearly and politely on telephone Activity: Games

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procedure for leaving message on telephone

3. Demonstrate the procedure to answer the telephone call

based on improvement of telephonic conversation’s skills

Demonstrate the ability to work independently

1. Describe the importance of the ability to work independently

2. Describe the types of Self Awareness

3. Describe the meaning of Self-motivation and Self-regulation

1. Setting goals 2. Plan and finish tasks in

a specific period, with no help or directives

3. Demonstrate how to work independently

4. Demonstrate the qualities required for working independently

Interactive lecture: Working independently Activity: Complete a task independently within a specific time period without any help

Demonstrate team work skills

1. Describe the important factors in team building

2. Describe factors influencing team work

1. Demonstrate the ability to work in a team

Interactive lecture: Importance of team work Activity: Playing games for improving team work skills Group discussion

Demonstrate impressive appearance and grooming

1. Describe the importance of dressing appropriately, looking decent and positive body language

2. Describe the term grooming

3. Prepare a grooming checklist

4. Describe the techniques of self- exploration

1. Demonstrate impressive appearance and groomed personality

2. Demonstrate ability to self- explore

Interactive lecture: Importance of impressive appearance and grooming Activity: Prepare a chart of different dressing styles for various occasions Practice session on self -exploration


Unit Title: Telecommunication Fundamentals – I

Location: Classroom



Describe the milestones in the invention of telephone and evolution of telecommunication network

1. Describe the term telecommunication

2. Describe the early telecommunication network and equipment

3. Describe the evolution of telecommunication network and services

1. Demonstrate the knowledge of evolution in telecommunication network

2. Identify different equipment used since invention of telephone

Interactive lecture: Invention of telephone and evolution of telecommunication network Activity: Draw a typical telecommunication network

Demonstrate the knowledge of

1. Describe the meaning of terms used in telephone

1. Demonstrate the knowledge of

Interactive lecture: Terms used for

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elements and basic terms used in telecommunication network

exchange or setting up a telecom network

2. Give examples of telecom network - computer networks and Internet

computer networks, Internet and telephone network

2. Demonstrate the knowledge of the purpose and function of telephone, wire, central office switch, electronic switches, digital switches, trunks, etc.

describing various parts of a telecom network Activity: Quiz on the vocabulary/terms used for describing components of telecom network

Demonstrate the knowledge of wireline communication media and services

1. Describe wireline telephony media

2. Enlist wireline services 3. State applications of

transmission media (2 wire line, twisted & parallel, co-axial line, optical fibre cable, waveguide)

4. Explain next generation wireline telephony

1. Identify various transmission media

2. Tabulate the types and applications of transmission media used in telecommunication

Interactive lecture: Wireline telephony media and services Activity: Prepare a chart of wireline communication media and services used in India

Demonstrate the knowledge of telecommunication service regulations and the role and functions of Telecom Regulatory Authority of India

1. Describe the role and functions of Telecom Regulatory Authority of India (TRAI)

2. Name various telecom service providers

3. Describe the compliance requirements of telecom service providers

1. Tabulate some of the regulatory obligations of telecom service providers offering wireline services, internet services, value added services, etc.

Interactive lecture: Telecommunication service regulations and the role and functions of Telecom Regulatory Authority of India Activity: List some regulatory compliance requirements for wireline and internet service providers


Unit Title: Basics of Selling

Location: Classroom




Describe the telecom operational structure and pre- sales activities

1. Describe the term Month Turnover Detail(MTD) sales

2. Describe the pre- sales activities

3. Explain the role of Field Sales

1. Draw telecom zonal operation structure

2. Calculate MTD sales

Interactive lecture: Understanding the telecom operational structure and pre sales activities Activity: Tabulate the

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Executive in telecom industry

4. Define Average Revenue Per Unit (ARPU)

functions of members involved in telecom operational structure

Identify the target market and customer view of product

1. Describe the procedure of finding target market

2. Describe how to analyze customer’s view about the product

1. Create the target market model of any mobile company in an specific area

2. Recognise and apply opportunities for making

additional sales

Interactive lecture: Finding target marketfor selling the product Activity: Market survey to be performed to identify the target market in specific area

Describe the pricing, pricing tiers and prepare quotations

1. Describe the best price for a product

2. Define the terms of sale

1. Demonstrate the knowledge of calculating the price of product

2. Demonstrate the knowledge of terms and conditions for the sale of particular product

Interactive lecture: Pricing, pricing tiers and preparing quotations Activity: Read and analyze the price of different telecommunication products

Demonstrate the knowledge of documentation and verification of new prepaid and post-paid mobile connection and fill the Connection Application Form(CAF)

1. Explain the meaning of prepaid and postpaid

2. Enlist documents required for new prepaid and postpaid mobile connection

3. Define the term Know Your Customer (KYC)

4. Differentiate between verification process of new prepaid and postpaid mobile connection

5. Describe the action that can be taken against furnishing fake information in CAF

1. Enlist rejection causes of the activation of the SIM card, like signature mismatch, address mismatches, etc.

2. Tabulate the documentation and verification procedure of the new mobile connection of any three telecom operators

3. Fill a sample CAF for new mobile connection

4. Perform practical verification of customer’s documents for new prepaid and post-paid mobile connection

Interactive lecture: Documentation and verification of new prepaid and post-paid mobile connection Activity: Practice sessions on filling of CAF and verification of customer’s documents for new prepaid and post-paid mobile connection

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Unit Title: Advance Computer Training

Location: Classroom and Laboratory


Knowledge Evaluation

Performance Evaluation Teaching and Training Method

Demonstrate the knowledge of using applications of Windows 8 and Linux Operating Systems

1. Describe the functions of different desktop applications of Windows 8 Operating System

2. Describe functions of different desktop applications of Linux Operating System

1. Demonstrate the use of various applications of Windows 8 Operating Systems

2. Demonstrate the use of various applications of Linux Operating Systems

3. Draw flow chart for accessing, opening and closing the applications in the Windows 8 and Linux operating systems

Interactive lecture: Using applications of Windows 8 and Linux operating systems Activity: Practical sessions on using applications of Windows 8 and Linux Operating Systems

Demonstrate the knowledge of Microsoft Word

1. State the tasks that can be performed on MS word

2. Describe different objects of MS word

1. Demonstrate how to perform the following activities in MS-Word : • format text • use word art • use clip art, shapes and

smart art • align the text • insert symbols • insert page borders • insert tables • set orientation • insert headers, footers and

page number • make different types of

chart • modify line spacing, create

bulleted and numbered lists

• spell and grammar check • save document • print document • use help option

Interactive lecture: Working on Microsoft Word Activity: Practice session on Microsoft Word

Demonstrate knowledge of Microsoft Excel

1. State the tasks that can be performed on MS Excel

2. Describe different objects of MS Excel

1. Demonstrate how to perform following activities in MS-Word: • format cells • insert rows and columns • use multiple sheets • align the text

Interactive lecture: Working on Microsoft Excel Activity: Practice

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• insert symbols • perform simple calculations • set orientation • perform merging of the

cells • make different types of

chart • use filter option • perform sorting • save document • print document • use help Option

session on Microsoft Excel

Demonstrate ability to install and uninstall various software on computer

1. Draw flow chart of browsing the program features on control panel tag

2. Enlist the pre-requisites of installing any program in Windows OS

3. Differentiate between licensed and unlicensed software packages

1. Install and uninstall demo version of any of the open source antivirus

2. Install and uninstall Microsoft Office

Interactive lecture: Install and uninstall various software on computer Activity: Practice session on configuring various software on computer


Unit Title: Communication at Workplace (Basic)

Location: Classroom

Duration: 30 hours Learning Outcome Knowledge

Evaluation Performance Evaluation Teaching and

Training Method Demonstrate how to greet people and give self-introduction

1. Write the sentences used to introduce oneself

2. Write sentences used to greet people on different occasions/ situations

1. Demonstrate how to give self-introduction to others using appropriate sentences with proper body language

2. Demonstrate how to greet people using appropriate words with proper body language

Interactive Lecture: Greeting people and giving self-introduction Activity: Role play Make a chart of the sentences that can be used to greet the people and give self-introduction

Demonstrate how to frame sentences for different occasions/ situations

1. Enlist the words commonly used for framing questions

2. State the adjectives that are generally used for describing people,

1. Demonstrate how to tell the time effectively using appropriate sentences

2. Identify the sentences used while meeting someone for the first

Interactive Lecture: Framing sentences for different occasions/situations Activity: Role Play

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things and places time 3. Demonstrate use of

appropriate sentences for describing people, things and places

4. Frame sentences to congratulate someone

5. Frame sentences to give good wishes to someone

6. Frame sentences to invite people on various occasions

Describe weather and express likes, dislikes, strengths, weaknesses and aspirations using proper sentences

1. State the adjectives commonly used for describing weather

2. Write the words used for expressing likes, dislikes, strengths, weaknesses and aspirations

1. Demonstrate the use of appropriate sentences for describing weather

2. Express likes and dislikes effectively

3. Express strengths and weaknesses effectively

4. Express aspiration using appropriate sentences

Interactive Lecture: Describing weather and express likes, dislikes, strengths, weaknesses and aspirations Activity: Role play Group Discussion

Demonstrate the ability to pronounce effectively

1. Define phonetics 2. State the

importance of correct pronunciation

3. Describe the subfields of phonetics

4. Distinguish between phonetics and phonology

1. Pronounce common English words in correct manner

2. Identify the applications of phonetics

Interactive Lecture: Pronouncing effectively Activity: 1. Role play 2. Group discussion 3. Audio session on

phonetics


Unit Title: Telecommunication Fundamentals -II

Location: Classroom

Duration: 20 hours Learning Outcome Knowledge Evaluation Performance

Evaluation Teaching and Training Method

Describe the concept of Analog communication, digital communication, frequency, bandwidth and data rate

1. Differentiate between Analog communication and digital communication

2. Define frequency, bandwidth and data Rate

1. Demonstrate the knowledge of advantages of digital communication over analog communication

2. Identify operating bandwidth and data rate of mobile handsets

Interactive lecture: Analog and Digital communication Activity: Enlist the devices/technologies that uses the concept of frequency

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Demonstrate the knowledge of wireless communication media and services

1. Describe Radio Frequency (RF) spectrum with services offered under different bands

2. Enlist the wireless communication services being used in India

3. State merit and demerit of wireless technology

4. Explain Simplex, Half Duplex and Full Duplex communication

1. Tabulate the wireless communication services with their operational frequency bands

2. Identify various media modes used in wireless services

Interactive lecture: Wireless communication media and services Activity: Identify the wireless communication services available in the area and prepare a chart of their applications in daily life

Demonstrate the knowledge of mobile communication generations and technologies

1. State the overview of the generations of mobile communication

2. Describe Global System for Mobile(GSM), Code Division Multiple Access (CDMA) and Wideband Code Division Multiple Access (WCDMA) technology

3. Explain General Packet Radio Service (GPRS) technology

4. Explain Enhanced Data for GSM Evolution(EDGE) technology

5. Define subscriber identity module (SIM) Card

6. Differentiate between GSM, CDMA and WCDMA

7. Differentiate between GPRS and EDGE technology

1. Demonstrate the knowledge of various generations of mobile communication

2. Identify various mobile handsets on the basis of operating technology i.e. GSM, CDMA and WCDMA

3. Prepare a chart of different technologies used by different operators of mobile communication

Interactive lecture: Mobile communications generations and technologies Activity: Group discussion on mobile communication generations and technologies Collect brochures of mobile handsets and identify the generations and technologies used in manufacturing

Describe the role of wireless communication in modernization

1. Describe how advances in wireless communication play a vital role in modernization of society

2. Enlist the telecommunication devices used in daily life

1. Explain how advances in communications have helped modernization

2. Demonstrate the knowledge of impact of wireless communication on economy and society

Interactive Lecture: Role of wireless communication in modernization

Activity: Group Discussion List some of the advances in technology, services and resulting applications that changed life

15


Unit Title: Customer Centricity

Location: Classroom



Performance Evaluation Teaching and Training Method

Demonstrate the skills to handle customers effectively

1. Explain customer handling as important part of business cycle

2. Explain how to identify customer needs, preferences and expectations

1. Demonstrate the knowledge of do’s and don’ts while handling customers

2. Demonstrate how to maintain customer loyalty

3. Demonstrate how to build strong relationship with customers

4. Demonstrate how to decrease the customer‘s waiting time

Interactive Lecture: Handling customers effectively Activity: Role play Video/Audio screening of best practices of customer handling

Demonstrate the skills of taking orders on call

1. Describe the process of taking orders over telephone

2. Write the words/sentences used while taking orders on call

1. Demonstrate the do’s and don’ts while taking orders over telephone

2. Record and organize the orders accurately

Interactive Lecture: Taking orders on calls Activity: Role play Case based problem Video/Audio screening of best practices of taking orders on calls

Demonstrate how to handle customer complaints

1. Describe typical types of customer complaints

2. Describe the steps of handling customer complaints

1. Record and organize complaints

2. Demonstrate the following steps of handling customer complaints: • Listening and

understanding the complaint

• Empathize • Offering the solution • Executing the solution • Taking follow up

Interactive Lecture: Handling customer complaints Activity: Role play Video/Audio screening of best practices of handling customer complaints

Demonstrate how to answer enquiries

1. Describe steps of answering enquiries

2. State Frequently Asked Questions (FAQs) while enquiries

3. Explain the importance of knowledge of product/services in answering enquiries

1. Demonstrate how to answer enquiries in following manner: • Acknowledge receipt of an

enquiry/request • Explain action taken as a

consequence of the enquiry

• Make suggestions and justify recommendations

• Apologize and reject proposals

• Stipulate action requested or to be taken

• Establish goodwill and suggest contacts

Interactive Lecture: Answering enquiries Activity: Role play Case study Video/Audio screening of best practices of answering enquiries

16


Unit Title: Self and Time Management

Location: Classroom



Describe the process of Managing the time well

1. Describe strategies of managing the time

2. Explain how to set the priorities

1. Demonstrate how to : • Prioritise • Be specific • Use all available

time • Structure the

environment • Establish a routine

2. Build a strategy to manage your daily routine time well

Interactive Lecture: Managing the time well Activity: Case Study Practice session

Demonstrate the knowledge of scheduling tools and tips

1. Explain the importance of scheduling the tasks

2. State tools and tips for scheduling the tasks

1. Create master schedule

2. Create weekly schedule

3. Prepare To DO list

Interactive Lecture: Scheduling tools and tips Activity: Case Study Practice session

Demonstrate the knowledge of strategies adopted for self-management

1. Describe self-management strategies

2. Explain how to set goals 3. State benefits of

managing self well

1. Demonstrate how to monitor, evaluate and reinforce oneself

2. Tabulate monitoring, controlling and directing aspects of managing oneself

Interactive Lecture: Strategies adopted for self-management Activity: Case Study Practice session



Unit Title: Health, Hygiene, Safety and Ergonomics

Location: Classroom




Describe the importance of maintaining hygienic conditions in work area

1. Describe the need of maintaining hygiene in work space

2. State the materials used for maintaining hygiene in work area

1. Differentiate between health and hygiene

2. Demonstrate practices adopted for maintaining good health and hygienic conditions at work area

Interactive lecture: Best practices in maintaining cleanliness in store Activity: Visit to a store to observe best practices adopted to maintain hygienic and safe working conditions in store

17

Describe potential hazards and safe practices to be adopted at the work area and extinguishing small fires

1. State the potential hazards in Work area

2. Describe the practices to be adopted for ensuring occupational health &safety

1. Enlist various safety accessories used in store

2. Differentiate between common safety and health concerns and problems

Interactive lecture: Measures to ensure safety in work area Activity: Visit to an store to observe safety measures

Explain how to handle money equipment, machines, irate customers and shrinkage

1. Describe ways to handle money

2. State how to manage and deal irate customers

3. Describe how to manage shrinkage

1. Demonstrate the understanding of safe handling of money

2. Develop guidelines for dealing with irate customers

3. Demonstrate ways to reduce shrinkage

Interactive lecture: Ways to safely handle money in office Activity: Visit to an store and enquire about how they manage irate customers

Guide the care taken for travel and personal safety equipment

1. Outline the precautions to be taken while traveling to and from workplace

2. State precautions adopted for power tools and equipment

3. State significance of gas stations, petrol pumps, working alone

1. Explain precautions to be followed while driving or taking a bus

2. Demonstrate how to safely handle knives, box cutters, other sharps, power tools and equipment in retail food stalls

Interactive Lecture: Travel and personal safety equipment - issues and preventive measures Activity: Group discussion on various issues related to working alone


Unit Title: Communication at Workplace (Intermediate)

Location: Classroom




Demonstrate the details of written communication skills

1. Describe the meaning of apostrophes

2. State the frequently misused words and their proper usage

3. Describe the use of spell check on computer

4. Describe the various modes of communication

1. Differentiate between internal and external communication

2. Demonstrate the knowledge of collecting and processing information from different sources

Interactive lecture: Written Communication Skills Activity: Practice sessions on written communication skills

Demonstrate the practices used in

1. Describe the verbal &nonverbal

1. Differentiate between verbal and

Interactive lecture: The practices in

18

improving oral communication skills

communication 2. Explain the importance

of verbal & nonverbal communication

3. State practices of verbal & non-verbal communication

nonverbal communication

2. Identify the practices in verbal and non-verbal communication

improving oral communication skills Activity: Practice sessions on oral communication skills

Demonstrate the knowledge of types of communication

1. Describe formal communication

2. Explain informal communication or grapevine communication

1. Differentiate between upward, downward and horizontal communication

2. Differentiate between verbal and nonverbal communication

3. Enlist various static and dynamic features of non-verbal communication

Interactive lecture: Types of communication Activity: Role play to demonstrate various types of communication


Unit Title: Pre-Sales Preparation

Location: Classroom

Duration: 20 hours Learning Outcome Knowledge

Evaluation Performance Evaluation


Explain the pre-sale concept

1. Describe the un integrated sales process of Fitter Snacker

1. Define what is Fitter Snacker process

Interactive lecture: Pre-sale concept Activity: Practice session on selling process of Fitter Snacker

Explain the basic concept of the product

1. Describe product quality, quantity, promotion, cost, distribution

1. Define the terms related to the product of particular organization

Interactive lecture: Basic concept of product Activity: Case Study

Explain warehousing and order filing

1. Describe the process of order filing

2. Explain the significance of warehouse

1. Enlist the problems or barriers related to the warehousing and order filing

Interactive lecture: Warehousing and order filing Activity: Case Study

Explain accounting and invoicing

1. Describe the process of accounting and invoicing

2. Define the terms used in accounting and invoicing

1. Demonstrate the knowledge of process of accounting and invoicing

Interactive lecture: Accounting and invoicing Activity: Practice session

19


Unit Title: Customer Loyalty

Location: Classroom



Explain the concept of customer loyalty

1. Explain the significance of customer loyalty

2. Describe the behaviour of a loyal customer

1. Demonstrate the ability to change a normal customer to a loyal customer

Interactive lecture: Customer loyalty Activity: Role Plays

Describe the types of customer loyalty

1. Explain different types of customer loyalty

2. Describe the terms like high loyal, latent loyal, spurious loyal, low loyal

1. Demonstrate the knowledge of ways of improving customer’s loyalty

Interactive lecture: Types of customer loyalty Activity: Case Study

Describe the triangle relationship among social network, brand communities and resource investment model

1. Describe Records and Information Management (R.I.M) and the uses of Social Networking Sites

1. Demonstrate the knowledge of triangle relationship among social network brand, communities and resource investment

Interactive lecture: Aspects of the triangle relationship Activity: Case Study

Demonstrate the knowledge of target customer

1. Describe ways to recognize target customer

1. Demonstrate the knowledge of strategies to bring target customer back

Interactive lecture: The target customer market Activity: Case Study

Explain the human business model

1. Explain different measures of the human business model

1. Describe the customer satisfaction, customer loyalty and perceived value

Interactive lecture: Describe different perspective of the loyalty program Activity: Case Study

Identify the point of connection (Poc) with customers

1. Describe different terms related to the point of connection(Poc)

2. State the reason to have the point of connection(Poc)

1. Demonstrate the knowledge of POC delivery system

Interactive lecture: Point of connection with the customers Activity: Case Study


Unit Title: Retail Marketing and Strategy for Telecom Products

Location: Classroom



Describe the term retail in detail

1. Describe the scope of work of retailer

2. Describe why it is important to deliver

1. Enlist the examples of the retailers in the market scenario

Interactive lecture: Introduction to retailing

20

best service to retailer

Activity: Case Study

Describe the concept of the four Ps (product, price, place and promotion)

1. Describe the term product, price, place, promotion

1. Differentiate between the 4 P’s

Interactive lecture: The four Ps Activity: Case Study

Describe the importance of the location of a retail store

1. Explain what can be the best location of retail store for selling telecom products

1. Demonstrate how to detect a perfect location of the particular product

Interactive lecture: Describe different strategy to find out the perfect location Activity: Case Study

Describe the successful retail strategy

1. Describe different points to have a great retail business

1. Describe referral sources, visibility in the market

Interactive lecture: Retail strategy Activity: Case Study

Describe cash registers and the point of sale systems

1. Describe the terms cash register and the point of systems

1. Describe the difference sale

Interactive lecture: Cash registers and the point of sale systems Activity: Case Study


Unit Title: Distribution Strategy

Location: Classroom



Explain the term distribution channel

1. Describe distribution channel of a telecom product

1. Identify distribution channel of a telecom brand in the market

Interactive lecture: The distribution channel Activity: Case study

Describe the flows of distribution channel

1. Describe the downward flow and the upward flow

2. Describe the category of the distribution channel

1. Draw a flow chart of the telecom product distribution channel

Interactive lecture: Categories of the distribution channel Activity: Case Study

Describe the process associated with the distribution warehouse

1. Explain the benefits of the distribution warehouse

1. Describe the process associated with the distribution warehouse

Interactive lecture: Distribution warehouse Activity: Case study

Describe the factors effecting the distribution channel

1. Explain the factors effecting the distribution channel

1. Enlist the factors that effects the telecom distribution technology

Interactive lecture: Factors effecting the distribution channel Activity: Case Study

21


Unit Title: Team Target Achievement

Location: Classroom




Explain the different strategies to achieve the goal in a team

1. Explain different factors that will help to reach the team goal in context of telecom

1. Define the terms like maintaining time, maintaining focus and the balancing act

Interactive lecture: Strategies to achieve the goal in a team Activity: Case Study

Discuss the importance of a leader of the particular team

1. Describe the organizational vision in executing the team work

1. Describe the term like purpose, alignment and empowerment

Interactive lecture: Leader of the team Activity: Case Study

Explain the concept of change management

1. Explain the different strategies and internalized corporate culture

2. Describe the different purpose of the change management

1. Demonstrate how to manage the change in the daily target and schedules

Interactive lecture: Change management Activity: Case Study

Demonstrate the knowledge of process of team building

1. Describe teamwork as a key competence

2. State the team competencies

1. Demonstrate the knowledge of steps for building a team

Interactive lecture: Process of team building Activity: Case Study

Explain the significance of training and coaching

1. Define the term self –motivation

2. Explain the importance of training and coaching of an training telecom employee

1. Demonstrate the knowledge of professional orientation

Interactive lecture: Coaching and training Activity: Case Study



Unit Title: Product/Process Training

Location: Classroom

Duration: 30 hours Learning Outcome Knowledge Evaluation Performance Evaluation Teaching and Training

Method

Describe about the mobile handheld products

1. Mobile handsets 2. Describe the basic

features of tablets/tablets mobile phones

1. Demonstrate the knowledge of basic features of mobile handsets and tablets

Interactive lecture: Mobile handset and tablets Activity: Internet search on features of mobile handset and tablets

22

Describe the operating systems for handsets

1. Enlist the typical operating systems in use for handsets and tablets

2. State the issues faced in operating system

1. Demonstrate the knowledge of features and difference between various mobile operating systems

Interactive lecture: Various mobile operating systems, their capabilities and differences Activity: Compare and contrast various mobile operating systems

Describe the wireless services and tariffs

1. Explain the current tariffs/ recharges/ plans/ VASs/ data products/ SMS packs / broadband/ other products and services

1. Demonstrate the knowledge of available mobile services and corresponding tariff plans

Interactive lecture: Various wireless services and different tariff plans in use Activity: Create a tariff plan including voice, SMS and data services

Describe Turn Around Tine (TAT) and Service Level Agreement (SLA)

1. Describe the various aspects of service scope, quality, and responsibilities

2. Describe the meaning of corporate based SLA, Customer based SLA, Service Based SLA, and Multi – level SLA

3. Describe the meaning of Turn Around Time

1. Demonstrate the knowledge of turnaround time

2. Demonstrate the knowledge of service level agreements (SLA)

Interactive lecture: TAT and SLA Activity: Write a simple SLA for broadband data service

Describe the process of escalation

1. Explain the process of escalation of query, request and complaint

1. Demonstrate the knowledge of the work done by escalation team to resolve the problem

2. Demonstrate the knowledge of Service Desk Procedures

Interactive lecture: The reasons and process for escalation Activity: Role play Case Study

Describe the organisation policies and guidelines for providing customer care

1. Explain the company procedures set for execution of the job role/ handling company property/ maintaining confidentiality of the customer data, etc.

2. Define the term verbosity

1. Demonstrate the knowledge of organisation policies and guidelines for providing customer care

Interactive lecture: Typical organization policies and guidelines for providing customer care Activity: Read a case study and identify breach of organization policy or guideline

23

Unit Code: TSFS 402-NQ2015

Unit Title: Communication at Workplace (Advanced)

Location: Classroom



Describe various types of written and oral communications

1. State the importance of good written and oral communication skills for providing customer care

2. State the essence of good written and oral communication skills

1. Identify different ways of improvement of written and oral communication skills

Interactive lecture: Making effective written and oral communication Activity: Role play Writing short report

Describe about the benefits of listening skills

1. State the importance of good listening skills for providing customer care

2. Explain how to improve listening skills

1. Identify the different ways of improvement of listening and listening comprehensive skills

Interactive lecture: Importance of listening for effective communication Activity: Listening comprehension

Describe how assertive communication skills are necessary

1. State the importance of assertive communication (both written and oral)

2. Describe situations when assertiveness can be demonstrated(personal, social, telephone, email)

1. Demonstrate when and how to assert and the etiquettes to be maintained

Interactive lecture: Assertion in communication Activity: Role play

Describe the importance of feedback

1. State the importance of feedback

2. Explain how to effectively give and receive feedback

1. Demonstrate the knowledge of receiving feedback

2. Demonstrate the knowledge of providing feedback

Interactive lecture: Making effective feedback Activity: Provide and receive feedback

Describe various techniques of demonstrating presentation skills

1. Describe presentation skills

2. Explain how to make good presentations

3. Explain how to make presentation templates

1. Make short presentations

Interactive lecture: Making effective presentations Activity: Make short presentations

Describe about the cross-cultural communication

1. State the importance of cross-cultural communication in customer care

2. Explain effective cross-cultural communication

1. Differentiate between different cultures

Interactive lecture: Understanding effect of culture in effective communication Activity: Cross-cultural exchanges

24


Unit Title: Increasing Customer Base and Revenue

Location: Classroom



Describe the strategies to be adopted for increasing brand visibility

1. Describe how to increase the brand visibility

1. Demonstrate the knowledge of marketing and advertising strategies for increasing brand visibility

Interactive lecture: Brand visibility Activity: Read the general norms to increase the brand visibility

Describe the meaning and purpose of Unique Selling Proposition (USP)

1. Describe the strength of a product and the services a telecom industry

1. Demonstrate the knowledge of organization’s particular product and the offers

Interactive lecture: Unique Selling Proposition Activity: Practice the new updates of the product

Explain the Fabulous Selling Techniques (FAB) approaches

1. Describe to highlight of the product and the services provided by the company

1. Demonstrate the knowledge of unique features of a product innovative points that will attract more customers

Interactive lecture: Fabulous Selling Techniques Activity: Practice to remember all the features and updates about the product and services

Describe the meaning and purpose of Month Turnover Detail (MTD) and Year Turnover Detail (YTD)

1. Describe the MTD and YTD sales figure

1. Demonstrate how to record results within a particular time period

Interactive lecture: Recording the facts and figures Activity: Practice Sessions


Unit Title: Monitoring the Reports

Location: Classroom




Describe the purpose of escalation matrix

1. Describe escalation matrix/hierarchy

2. Explain when and how to escalate

1. Demonstrate the knowledge of escalation procedure

Interactive lecture: Need of escalation matrix in organization Activity: Draw a flow chart of escalation matrix

Describe empowerment matrix

1. State the need for empowerment matrix

2. Describe overview

1. Demonstrate the knowledge of empowerment matrix

Interactive lecture: Empowerment matrix in an organisation

25

of empowerment matrix

Activity: Draw empowerment matrix

Describe the procedure of accessing customer account

1. Explain how to access and look up customer account information

1. Navigate intranet tools and Customer Relationship Management (CRM)to gather information about customer's account

Interactive lecture: Using demo CRM and intranet tools Activity: Using demo CRM

Describe the importance of self-report analysis

1. Identify how to read and interpret self-assessment by Average Handle Time (AHT)

1. Analyse self-reports like update on AHT, login time, CRM report, attendance / roster adherence

Interactive lecture: Self-performance reports and their analysis Activity: Using demo CRM

Describe the methods of basic call handling reports

1. Define average call handling time tagging

2. Demonstrate how to reply service requests against query, requests, complaints

1. Identify how to interpret and measure call handling parameters

2. Demonstrate the knowledge of CRM entries

Interactive lecture: Call handing performance measures Activity: Using demo CRM

Describe the call quality scores

1. Define call quality scores (internal and external)

1. State how to interpret and measure call quality scores

Interactive lecture: Call quality and associated scoring Activity: Case study

Describe customer specific scores

1. State customer satisfaction scores

1. State how to interpret and measure customer engagement and satisfaction scores

2. Demonstrate the knowledge of instant customer engagement scores

Interactive lecture: Customer specific performance scores Activity: Case study

Describe about the repeat percentage

1. Explain what is repeat percentage

2. Explain how to reduce repeat percentage

1. Demonstrate how to interpret repeat percentage and ways to reduce it

Interactive lecture: Repeat percentage and how it affects performance Activity: Case study

26


Unit Title: Sales Negotiation and Conflict Resolution

Location: Classroom



Performance Evaluation


Describe the ways of sales negotiation and conflict resolution

1. Explain the importance of negotiation in sales process

2. Describe various strategies of negotiation to achieve the results

3. Define conflict

1. Demonstrate how to win after negotiation

2. Demonstrate how to utilize the appropriate management skills to deal with conflicts

3. Demonstrate how to resolve conflict

Interactive Lecture: Sales negotiation and conflict resolution Activity: Visit an outlet and identify how a salesperson negotiate Case Study

Describe the types of conflict

1. Describe different terms

2. Describe the process of conflict

1. Identify general causes of conflicts

2. Identifying effects of conflict in an organization

Interactive Lecture: Types of the conflict Activity: Visit an organization and observe if these is a situation of conflict

Describe the methods to deal with conflict

1. Define the steps to resolve the conflict

2. Explain the meaning of win-win strategy

1. Identify how to prevent conflict

2. Demonstrate the knowledge of win-win, win-lose and lose-lose situations

3. Describe the knowledge of win-win strategy

Interactive Lecture: Methods to deal with conflict Activity: Visit a place to and see the resolution of the particular conflict

Describe the importance of negotiation and the customer attitude

1. Define negotiation skills

2. Define different attitudes of the customers

3. Describe and convert a negative mood in a positive manner

1. Identify the results after the negotiation

2. Identify the current status of a customer by the expression

Interactive Lecture: Importance of negotiation and customer attitude Activity: Visit an outlet and check the expressions of customers Case Study

27

9.0 List of Reference Books S.No. Title Author

1. Absolute Beginner’s Guide to Computer Basics Michael Miller 2. Computer Fundamentals Anita Goel 3. Business Email Etiquette | THE MANUAL Judith Kallos 4. Gmail Unlocked Scott Lasak 5. Teach Yourself Gmail in 10 Minutes Steven E. Holzner 6. Developing Communication Skills Krishna Mohan and Meera Banerji 7. More than Words: A Handbook for Writers and Editors Chitta R. Samant

8. Messages: The Communication Skills Matthew McKay 9. Communication: Principles for a Lifetime (4th Edition) Steven A. Beebe and Susan J. Beebe 10. Communication: Making Connections (8th Edition) William J. Seiler 11. My Fair Lady G.B. Shaw and J Lerner 12. Student aur Personality Development Dr. Vijay Agarwal 13. Know and Grow with Antonio E. Weiss 14. Personality Development and Soft Skills Barun K. Mitra 15. Personality Development for Students Benten Books 16. Understanding self-deception, self-sabotage, and more Neel Burton

17. Fundamentals of telecommunication Roger L. Freeman

18. Telecommunication technology handbook Daniel Minoli 19. Services Marketing 3E Nargundkar

20. Mastering the Basics of Selling Orville H. (Pete) Casto 21. Secrets of Customer Relationship Management.: It's All

About How You Make Them Feel James G. Barnes

22. Customer Centricity: Focus on the Right Customers for Strategic Advantage

Peter Fader

23. Lines Separating Sales Channels Blur Collinger, Tom 24. The New Gorilla on the Block Michaelson, Gerald A 25. 'The Payoff!" Logistics Management Quinn, Francis J 26. Managing Channels of Distribution: The Marketing

Executive's Complete Guide Rolnicki, Kenneth

27. Marketing Channels. 6th ed. Orlando Rosenbloom, Bert 28. Marketing Channels. 3rd ed. Paramus Stem, Louis W., and Adel 1. El-Ansary 29. Sales Promotion Tony Yeshin 30. Advertising and Sales Promotion Strategy Gerard J. Tellis 31. Advertising and Sales Promotion Ken Kaser 32. BPB Computer Course MS Windows 7/XP with MS Office

2007 Satish Jain and M Geetha

33. EXCEL 2007 made simple Satish Jain 34. MS Word Rutkosky 35. Guide to Database Management System Satish Jain

28

10.0 Assessment Guide

Assessment is a process used for determining an individual's progress or level of mastery/competence in an occupational area. It may be formative (continuous) and/or summative (final). It is a process of collecting evidence and making judgement about the extent to which a person demonstrates the knowledge and skills set out in the standards or learning outcomes of a unit of competency. Assessment should be done on the basis of information or evidence about the individual’s ability against clearly stated objectives or standards. A diversity of assessment methods is required to achieve the multiple purposes and to satisfy the requirements of competency based assessment. Appropriate evidence is to be collected from activities that can be clearly related to the Units of Competency. It should cover all the elements and performance criteria/indicators in the competency standards. Student’s achievements should be assessed by using the following methods of assessment.

S.No. Method of Assessments Weightage(Max. marks) Evaluator

1. Written test 30 Teacher

2. Practical test 30 Certified Assessor #

3. Oral test/viva voce 10 Teacher/External Examiner

4. Portfolio 10 Teacher

5. Project 10 Teacher/Trainer

6. Direct Observation 10 Teacher/Trainer Total 100

# Assessors will be certified by the State Education Board. 1. Written test: It allows candidates to demonstrate that they have the knowledge and understanding of a

given topic. 2. Practical test: It allows candidates to demonstrate application of skills in simulated or real work

conditions against competency standards (skill and academic standards). 3. Oral test/viva voce: It allows candidates to demonstrate communication skills and content knowledge.

Audio or video recording can be done at the time of oral test or viva voce. 4. Portfolio: It is a compilation of documents that supports the candidate’s claim of competence that was

acquired from prior learning and experience. Documents (including photo’s, newspaper articles, reports, etc.) of practical experience in the workplace or the community and photographs of the products prepared by the candidates related to the units of competency should be included in the portfolio.

5. Project: Projects (individual or group projects) are a great way to assess the practice skills on a deadline, but these should be given on the basis of the capability of the individual to perform the tasks or activities involved in the project. Projects should be discussed in the class and the teacher should periodically monitor the progress of the project and provide feedback for improvement and innovation.

6. Direct Observation – Direct observation requires a considerable degree of commitment from the observer and those being observed. Employability skills evaluation listed below in the table should be evaluated through direct observation by the teacher/trainer and appropriate records should be maintained for transparency in evaluation.

29

Employability Skill Area

S.No. Competencies and Performance Standards

Competent Not Yet Competent

Communication 1. Questions appropriately 2. Writes clearly and legibly 3. Demonstrates good listening and

responding skills

4. Informs about the absence and reasons of absence

Responsibility 5. Organizes work 6. Manages time effectively and efficiently 7. Complete assignments timely 8. Displays care for tools and equipment 9. Accepts responsibility pleasantly 10. Exhibits patience 11. Demonstrates pride in work Interpersonal relationship

12. Displays friendly and cooperative attitude

13. Demonstrates tactfulness in difficult situations

14. Accepts constructive criticism 15. Exhibits positive attitude Health and Safety 16. Practices good personal hygiene regularly 17. Maintains good personal health 18. Dresses well and in appropriate manner Innovation and Creativity

19. Give reasons and make judgements objectively

20. Share ideas and thoughts with others

Competent = 0.5 marks; Not Yet Competent = 0

11.0 List of Equipment and Materials

The list given below is suggestive and an exhaustive list should be prepared by the teacher. Only basic tools, equipment and accessories should be procured by the Institution so that the routine tasks can be performed by the students regularly for practice and acquiring adequate practical experience. 1. Computer System 2. Printer 3. Scanner 4. Local Area Network (LAN) 5. Internet Connection 6. Whiteboard 7. Marker/Chalk 8. Demonstration Charts 9. Sheets for preparing Charts 10. Compact Disk 11. USB Drive 12. Sample documents for new mobile connections, etc. 13. Mobile handsets for demonstration and practice

30

12.0 Teacher Qualifications

Qualification, competencies and other requirements for Graduate Teacher on contractual basis should be as follows:

S.No. Qualification Minimum Competencies Age Limit 1. Graduation in any stream

from a recognized Institute/ University with at least 1 year experience as a Field Sales Executive working with Telecom products or teaching experience

• Effective communication skills (oral and written)

• Basic computing skills. • Technical competencies (e.g., in

areas like selling telecom products and services)

18-37 years (as on Jan. 01, year) Age relaxation to be provided as per Govt. rules.

13.0 List of Contributors Experts

1. Ms. Paramita Pal, Faculty, 4/1, Bibeknagar, Garfa, Jadavpur, Kolkata-700075, West Bengal. 2. Ms. Sukanya Mitra, Faculty, C/O Padma Saha, 2/59 Azadgarh, Kolkata-700040, West Bengal. 3. Mr. Pritom Adhikary, Faculty of Electronics and Telecommunications, Calcutta Institute of Technology,

Uluberia, Howrah, West Bengal. 4. Ms. Sutapa Adhikary, Faculty of Electronics and Telecommunications, Calcutta Institute of Technology,

Uluberia, Howrah, West Bengal. 5. Mr. Sanjay Das, Faculty, Techno India College of Engineering, Sector V, Salt Lake, Kolkata, West Bengal 6. Ms Soumya Chakroborty, Content Developer, 126 B, Diamond Harbour Road, Kolkata-700060, West

Bengal. 7. Mr. Akash Shrivastava, Senior Consultant, Curriculum Development and Evaluation Centre (CDEC),

PSSCentral Institute of Vocational Education, NCERT, Shyamla Hills, Bhopal – 462 013. Reviewers

1. Prof. Vinay Swarup Mehrotra, Head, Curriculum Development & Evaluation Centre and NSQF Cell, PSSCIVE (NCERT), Shyamla Hills, Bhopal – 462 013.

2. Mrs. Reema Rajawat, Freelance Consultant, FH-361, Sch No. 54, Opp. Hotel Fortune Landmark, Behind Shekhar Residency, Vijay Nagar, Indore.

3. Dr. Abhishek Rawat, Assistant Professor, Electronics and Communication Engineering Department, Samrat Ashok Technological Institute, Vidisha-464001.

4. Mr. Ankur Beohar, Assistant Professor, Skonto Plan Ltd., D-109, Old Minal Residency, Bhopal-462023 5. Mr. Anurag Tripathi, Area Operation Manager, Essar Telecom Retail Ltd.(The Mobile Store), 187/2,

Jain Nagar, Lalghati, Bhopal. Resource Persons

1. Mr. Santanu Bhattacharjee, Director, M/s Technable Solutions Pvt. Ltd., 128/18 Hazra Road, Kolkata- 700 026.

2. Ms. Juthika Sarkar, Project Coordinator, 108, Purba Sinthee Bye Lane, Natun Bazar, Maidanpally, Dum Dum, Kolkata-700030, West Bengal.