ASSIGNMENT - 2

ASSIGNMENT - 3

AMITY UNIVERSITY

SALES AND DISTRIBUTION ASSIGNMENT

SUBMITTED TO MR. NITIN GARG

SUBMITTED BY JITESH BHATIA A1808711015 <3C>

Q. Obtain a sales organization structure of any firm of repute. evaluate the design & structure of its sales force. Find out how its markets and customer influence the design of its sales force? Ans. AIRTEL Bharti Airtel Limited, commonly known as Airtel, is an Indian telecommunication Services Company headquartered at New Delhi, India. It operates in 20 countries across South Asia, Africa and the Channel Islands. Airtel has GSM network in all countries, providing 2G , 3G and 4G, services depending upon the country of operation. Airtel is the world's third-largest mobile telecommunication company with over 261 million subscribers across 20 countries

as of August 2012.[4] It is the largest cellular service provider in India, with 185.92 million subscribers as of September 2012. Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony in India, and is also a provider of broadband and subscription television services.

SALES ORGANIZATIONAL STRUCTURE OF ANY REPUTED FIRM:

Sales organization structure of Airtel telecom: Airtel's initial organizational structure concentrated on the hierarchy of the operations inside the company as a whole. The structure depicted the corresponding operation/region of different in-charges and it didn't hold anyone responsible for each of its services. So, the company found it better to restructure its organizational chart. The transformed organizational structure has two distinct Customer Business Units (CBU) with clear focus on B2C (Business to Customer)

and B2B (Business to Business) segments. Bharti Airtel's B2C business unit will comprehensively service the retail consumers, homes and small offices, by combining the erstwhile business units - Mobile, Telemedia, Digital TV, and other emerging businesses (like M-commerce, M-health, M-advertising etc.). The B2C organization will consist of Consumer Business and Market Operations

The diagram which is given below shows the sales org. structure of airtel telecom:

Sales Force These are the manpower of distributors. They are referred to as field office sales (FOS). They sell SIM, RCVs, and easy balance etc. on behalf of the distributors to all retailers assigned to his beat.

Sales Force design and structure: An average distributor handles 200-250 retail shops. Out of 500 stores, on an average, 250 of them stock Airtel. One sales boy handles 40 retail outlets, so if a distributor has to 240 retail outlets under him, he needs to have a minimum sales force of 6. The sales boy is either referred to as the Field Sales Executive (FSE) or Feet on Feet (FOF). The sales force belongs to the distributor. Airtel does not pay any compensation to these sales boys, but they do provide some incentives. Each FSE or FOF is allotted a beat of 40 retail outlets. They have are expected to service the entire route end to end. There is no concept of sub-stockiest, between distributor and company.

HOW THE DESIGN OF SALES FORCE INFLUENCED THE MARKET AND CUSTOMERS: 1. Respond to Messages Promptly & Keep Your Clients Informed: This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. 2. Be friendly and approachable: You can hear the smile through the phone, this is very true. It's very important to be friendly courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object-it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. 3. Have a clearly defined customer policy: This may not be too important when you are just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If the customer has a problem, what should they do? If the first option does not work, then what? Should they contact different people for billing and technical enquiries? If they are not satisfied with any aspect of customer service, who should they tell? There is nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of at most importance. So make sure your customer service policy is present on your site and anywhere else it may be useful. 4. ATTENTION TO DETAIL (ALSO KNOWS AS THE LITTLE NICETIES): Have you ever received happy birthday email or card from a company you were a client of? Have you ever had a personalized sign-up conformation email for a service that you

could tell was typed from scratch? These little niceties can be time consuming and are not always cost effective, but remember to do them. Even if its as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

5 Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out:Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. 6. Honor Your Promises It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss.