in store promoter

General Instructions:All the points mentioned in the Curriculum alignment document are very

Methodology (Column E) can be PPTs, Audio Videp, Role Play,

NOS Reference coloumn should be filled as mentioned in the example.

Before sending to TSSC, cross check properly whether all the aspects

Any gaps in the alignment would result in re-work and associated time

There should be no modification in the format of curriculum alignment

<< NAME OF THE JOB ROLE>>

QP Reference IDTEL/Q0100

Name of Training Provider

Total Duration of Training In Days

In Hours

Training Proportion Theory (%)

Practical (%)

Days Duration

Example

Day1 3 hrs

Day 2 3 hrs

Day 3 3 hrs

Day 4 3 hrs

Day 5 3 hrs

Day 6 3 hrs

Day 7 3 hrs

Day 8 3 hrs

Day 9 3 hrs

Day 10 3 hrs

Day 11 3 hrs

Day 12 3 hrs

Day 13 3 hrs

Day 14 3 hrs

Day 15 3 hrs

Day 16 3 hrs

Day 17 3 hrs

Day 18 3 hrs

Day 19 3 hrs

Day 20 3 hrs

30

90

66%

34%

Session Name / Subject/Topic

Instore promoters - Roles and Responsibilities

Typical store setup

Intro to Indian Mobile phone market part 1

Intro to Indian Mobile phone market part 2

Technical introduction to mobile phones

Technical introduction to mobile accessories

Types of customers

Before handling customer : grooming

Before handling customer : reading skills

Before handling customer : listening skills

Before handling customer : writing skills

Before handling customer : speaking skills

Intro to MS office

Email Etiquette

Lead generation

Approaching customers

Promoting brands/offers

Product demonstration techniques

Life cycle of a sale

Sales targets and how to achieve them

Overall Learning Objectives :

By the end of the course, the students will be able to

(a) Understand the BPO industry with its work environment

(b) Deliver/perform the job of a CSE/CSA/CSR with all the key skills

SAMPLE DATASession Learning Objectives Methodology

categorize customer’sinteraction as a query, request or a complaint

resolve at least 80% of first level complaints at front end, without any further

escalationsROLE PLAY/WORKSHEET/AV

how to behave assertively and professionally

role and importance of the helpdesk in supporting business operations KB2. how

to receive and make calls, including answering the call within specified number of

rings, call forward, call hold and call transfer ROLE PLAY/WORKSHEET/AV

mention remarks in CRM on customer Q R C within the ACHT

identify with the problem narrated by the customer, interpret and communicate

the same for apt resolution, within the ACHT ROLE PLAY/WORKSHEET/AV

interpret the reports and be able to compare with targets/performance. discuss

self performance basis performance criteria with the superior. ROLE PLAY/WORKSHEET/AV

providing service assistance to customers via phone

ROLE PLAY/WORKSHEET/AV

Understand the different words/terms used a call centre ROLE PLAY/WORKSHEET/AV

Developing healthy and strong rapport/relationship with the existing as well as

prospective customersROLE PLAY/WORKSHEET/AV

A single desk to reach out for the customer for getting response to his queries,

requests or complaints. A help desk is manned by specialists who are well versed

with their organization and it’s products and servicesROLE PLAY/WORKSHEET/AV

The basic knowledge about the usage of computersROLE PLAY/WORKSHEET/AV

The basic knowledge about the usage of MS WORD, MS EXCEL, MS

POWERPOINTROLE PLAY/WORKSHEET/AV

Internal tools/applications of an organization that work only within the network of

the organization ROLE PLAY/WORKSHEET/AV

Keeping the track of the CSEs' performance progress ROLE PLAY/WORKSHEET/AV

Finding opportunities to pitch telecom products and services on call


Managing good repo with the colleagues and adhering to the workplace rules &

regulationsROLE PLAY/WORKSHEET/AV

Skills to reach more customers with professional approach to reach the targets or

even exceed the given target ROLE PLAY/WORKSHEET/AV

Understanding the the customers and communicating effectively ROLE PLAY/WORKSHEET/AV

Understanding the basic usage of internet to work effectivelyROLE PLAY/WORKSHEET/AV

To be able to send or check emails for faster and accurate service ROLE PLAY/WORKSHEET/AV

To be able to convince irate customers about the error/lack of serviceROLE PLAY/WORKSHEET/AV

The channel for escalating the issue/problem of the customer to a supervisor or

senior who possesses more expertise in handling and resolving customer’s

concern.


NOS Reference Facilitator(s)/Trainer(s)

TEL/N0101- PC1,PC8,KA7 <<Write the Facilitator's / Trainer's name >>

TEL/N0101 - KB3,KB4,KA5KA6,SB11,SB12

TEL/N0102 - KA1,KA2,SB1,SB2

TEL/N0101- SA1,SA2 TEL/N0101-

PC1,PC2,PC3,PC4,PC5,PC6

TEL/N0101-KB1,KB2,KB,KB4,SA3

TEL/N0102- PC5,PC6,PC7,PC8

TEL/N0103-PC1,PC2,PC3 TEL/N0103-

K1,K2,KB2

TEL/N0100-KB1,KB2,KB3,KB4 TEL/N0100-

SA3,SA4,SA5,SB9,SB10,SB11,SB12 ABHI

TEL/N0101-K1,K2,KA10,SA6,SA7,KB1 ABHI

TEL/N0102-

PC1,PC2,PC,PC4,PC5,PC6,SB2,SB3, SB4

TEL/N0101-SA1,SA2

Murty


KB1,KB2,KB3,KB4Murty


KB1,KB2,KB3,KB4Murty

TEL/N0100-KB3,KB4 TEL/N0100-

KB13 Murty

TEL/N0103-PC1,PC2,PC3 TEL/N0103-

K1,K2,KB2Murty

TEL/N0104-

PC1,PC2,PC,PC4,KB2,SA1,SA2,SA4,SA5,SA

6

Shri

TEL/N0102-K5 TEL/N0100-

KA4,KA6,KA7,KA8,KA9,KA11,KA12Done

TEL/N0102-

PC9,PC10,PC11,PC12,PC13,SB2,SB3,SB4,S

B5

TEL/N0100-SA8,SA9,SA10,SA11,SA12

TEL/NO101-KB1,KB4

TEL/N0103-KB1

TEL/N0101-KB1,KB2,KB3,KB4

TEL/N0101-SB2,SB3,SB4,SB5,SB6,SB7,SB8

TEL/N0102-PC4,KB4

Remarks, if any

<< Write remarks / comments, if required >>

in store promoter

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