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LDCE EB > EB Marketing, Sales and Service, SLA, CPNE > Flashcards

EB Marketing, Sales and Service, SLA, CPNE Flashcards

1
Q

GSM 3G / 2G, Wi-Max, Data Cards, EVDO, NIC, Blackberry, CDMA, WLL, FWT, IFWT, Value added services etc. and any other future product/ service that may be launched by BSNL from time to time comes under
1) Primary product
2) Secondary product

A

Primary product
for the channel partners

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2
Q

Landline, broadband, ITC, etc comes under
1) Primary product
2) Secondary product

A

Secondary product
for the channel partners

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3
Q

Channel partners allowed for
1) Primary product
2) Secondary product

A

both

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4
Q

BSNL has put in place Franchisee Sales & Distribution policy 2009 and amended as

A

CM Sales and Distribution Policy -2018

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5
Q

Franchisees are appointed through ___ route by respective SSAs
1) Tender
2) MoU
3) EoI

A

EoI

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6
Q

Franchisee
1) shop to open 0800h to 2200h
2) appoint Feet on Street (FoS)
3) well defined geographical area called primary area

A

all of them

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7
Q

____tier structure for urban and ______tier structure for rural areas by incorporating intermediate channel of RDs.
1) one, two
2) two, three
3) three, four

A

two, three

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8
Q

e-Distributors will be selected on ________ basis
1) exclusive
2) non-exclusive

A

non-exclusive basis

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9
Q

Three types of e-Distributors:
Cat1, Cat2, Cat3

A

Cat -1 : who is applying for single zone
Cat -2 : who is applying for two zones.
Cat-3 : who is applying for all four zones i.e. on PAN India basis

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10
Q

e-Distributor shall integrate its system with BSNL‟s zonal C-top up systems

A

??

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11
Q

reach to customers at their door steps
1) DSA
2) CSC
3) e-Distributors

A

DSA

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12
Q

Selection of DSAs will be done by SSA Head
1) SSA head
2) Circle head

A

SSA head

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13
Q

Rural Distributors are individuals having agreement
1) directly with BSNL
2) through franchisee.

A

anyway

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14
Q

monthly meetings are to be held by SSAs with
franchisees along with retailers and separately with DSAs/PCOs/other channel partners

A

T

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15
Q

Customer service number for Landline/Broadband

A

1500/1800-345-1500 : For Landline/Broadband
1503/1800-180-1503 : For Mobile service

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16
Q

Customer service number for Mobile service

A

1503/1800-180-1503 : For Mobile service
1500/1800-345-1500 : For Landline/Broadband

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17
Q

Minimum ____ months inventory has to be stocked by SSAs
1) one
2) two
3) three
4) six

A

three

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18
Q

sales staff includes
1) Retailer Managers
2) Retailer Manager Coordinator (RMC)
3) Franchisee Managers

A

All of them

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19
Q

lead generation, lead qualification, selling to a retail new/existing Customer done by
1) CRM module
2) Sancharsoft

A

CRM module

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20
Q

software for retail/bulk Inventory Management
1) CRM module
2) Sancharsoft

A

Sancharsoft

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21
Q

Software provides various reports for planning and redistribution of inventory, manages stock issuing, invoice management, commission payouts, sales data on geographical as well franchisee/retailer/DSA vise for analysis
1) CRM module
2) Sancharsoft

A

Sancharsoft

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22
Q

Higher the discount, _______ is the contract period.
1) shorter
2) longer

A

longer

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23
Q

Platinum customers indicative turnover

A

greater than 500cr

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24
Q

Gold customers indicative turnover

A

50 to 500 cr

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25
Q

Silver customers indicative turnover

A

10 to 50 cr

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26
Q

BSNL do direct sales to _______ customers
1) Platinum
2) Gold
3) Silver

A

Platinum and Gold only
(Channel partner for Silver)

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27
Q

BSNL use channel partners for sales to _______ customers
1) Platinum
2) Gold
3) Silver

A

Silver only
(Direct sale for Platinum and Gold)

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28
Q

Primarily ___________ at BSNL HQ deals with it with back end support from maintenance regions
1) GM (EB)
2) GM (Business Planning)
3) GM (Business Restructring)

A

GM (Business Planning)

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29
Q

A key difference from previous approach to enterprise sales is the creation of _________ post at Circle level
1) DGM (Enterprise sales)
2) DGM (Service Delivery/Service Assurance)

A

DGM (Service Delivery/Service Assurance)
(Earlier this work was handled by DGM Enterprise sales)

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30
Q

Concept of _________has also been introduced to provide focused attention to corporate customers
1) National Account Manager (NAM)
2) Key Account Manager (KAM)

A

both

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31
Q

System Integrators (SIs) are appointed at
1) national level
2) circle level

A

both

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32
Q

While BSNL can seek the help of System integrators, they can also bring business to BSNL. Depend upon situation, concept of ______ is followed.
1) front end bidding (BSNL at front end)
2) back end bidding

A

both

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33
Q

MoU allows BSNL to offer _______ to MoU partner which otherwise is not possible
1) preferential treatment
2) preferential tariffs

A

both

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34
Q

MoU offers up to 20% volume discount for revenue exceeding Rs ___ crore per annum.
1) 1
2) 5
3) 10

A

5 crore per annum

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35
Q

In this case, BSNL participates in a tender or RFP floated by interested enterprise
customer
1) MoU
2) Contract
3) Partnership

A

contract

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36
Q

BSNL has partnered with many global careers for offering global Managed Network Services & solutions as
1) MoU
2) Contract
3) Partnership

A

Partnership

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37
Q

With M/s Presto for tele-presence services and Tata communications for Hosted Contact Centre service. This is an example of
1) MoU
2) Contract
3) Partnership

A

Partnership

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38
Q

MoU offers up to ___% volume discount for revenue exceeding Rs 5 crore per annum.
1) 5%
2) 10%
3) 20%
4) 30%

A

20%

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39
Q

Enterprise relationship options
1) MoU
2) Contract
3) Partnership

A

all of them

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40
Q

SMB and SME stand for

A

SMB: Small and Medium-Sized Businesses
SME: Small and Medium Enterprises
SME is a more globally-used term than SMB

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41
Q

______ is known as mid-market
1) SMB
2) SME

A

SME

42
Q

MSME stands for

A

Micro, Small and Medium Enterprises

43
Q

The distinction between the manufacturing and the services sectors under erstwhile MSME definition has been done away with under ABA. ABA stands for

A

Aatmanirbhar Bharat Abhiyan

44
Q

Investment in P&M/Equipment not more than INR 1 crore and Annual Turnover not more than INR 5 crores comes under MSME
1) Micro
2) Small
3) Medium

A

Micro

45
Q

Investment in P&M/Equipment not more than INR 10 crore and Annual Turnover not more than INR 50 crores comes under MSME
1) Micro
2) Small
3) Medium

A

Small

46
Q

Investment in P&M/Equipment not more than INR 50 crore and Annual Turnover not more than INR 250 crores comes under MSME
1) Micro
2) Small
3) Medium

A

Medium

47
Q

The operational area which has revenue up to 10 Cr shall be headed by DE level executive/officer and above 10 Cr shall be headed by DGM level Executive/officer.

A

T

48
Q

The Operational Offices shall carry out following activities concerned with:
a) Network Operation
b) Sales& Marketing
c) Customer Services
d) Revenue Collection & Persuasion- both Soft Recovery and Hard Recovery

A

all of them

49
Q

All Tender/Agreement shall be finalized at ______, however the execution, certification for invoice processing through MIGO/SES, will be done by the _______ offices.
1) Operation offices, BA HQ
2) BA HQ, Operation offices

A

BA HQ, Operation offices

50
Q

Invoices to be submitted at two points only in BA -
1) one for Vendor related claims
2) other for Staff related claims

A

T

51
Q

OPEX claim (Non PO based) related to Rent & Electricity can also be centralized at BA

A

T

52
Q

After booking at EB portal
1) concerned unit area BSNL Enterprise Business Team shall approach the corporate customer
2) corporate customer shall approach the concerned unit area BSNL Enterprise Business Team

A

concerned unit area BSNL Enterprise Business Team shall approach the corporate customer

53
Q

Payment after booking at EB portal
1) online
2) concerned approach team will collect the deposits and provide the receipts

A

concerned approach team will collect the deposits and provide the receipts
(not online)

54
Q

BSNL provides Internet Telephony (VOIP) Service with brand name “ ________” to the customers

A

WINGS

55
Q

BSNL provides _________ Service with brand name “ WINGS” to the customers

A

Internet Telephony (VOIP)

56
Q

_____ should ideally have longer lifespans
1) marketing strategy
2) marketing plan

A

marketing strategy

57
Q

BSNL and Ciena sign an MoU to prepare for ___ in India
1) 3G
2) 4G
3) 5G

A

5G

58
Q

BSNL social media account handle
1) @bsnlindia
2) @bsnlcorporate
3) @bsnlin

A

@bsnlcorporate

59
Q

@BSNLCorporate: This account is managed by a small Digital Media Consulting company, Golden Phoenix which came into existence in 2010

A

T

60
Q

service level management (SLM) is the science of __________

A

Service level management is a science of using minimum resources effectively to achieve the
desired services level.
Objective of SLM is continuous improvement in the quality of services.

61
Q

two types of service level agreements
1) B2C
2) ____

A

B2C: Business to Custmer
B2B: Business to Business

62
Q

These service level agreements are not negotiated and signed between parties
1) B2C
2) B2B

A

B2C
unilaterally announced by the service providers to
impress more customers to their company.

63
Q

These service level agreements contain penalty clause
1) B2C
2) B2B

A

both of them.
even though B2C SLA’s are unilateral in nature, they are also very effective since the service providers strictly follow the penalty clause.

64
Q

These service level agreements normally are
legally and technologically Complex documents
1) B2C
2) B2B

A

B2B
these agreements have necessarily to be negotiated between the parties carefully, signed and if necessary registered also.

65
Q

requirements from ________ is like a wish list
1) service provider
2) customer
3) end user

A

customer
wish list which describes specifically the
‘Expected user experience’ or ‘Expected output’ or ‘Final result’ to be achieved by the contract.

66
Q

once the service provider gets the wish list from the customer, the service provider should find out
_________ from the customer
1) the feasibility
2) the limitation factors
3) the allowed tolerances

A

the limitation factors
either by sending a detailed questionnaire or by setting up an initial meeting with the people who prepared the requirement list

67
Q

SLA first stages are
1) finalization of requirements by customer
2) preparation of proposals by service provider
3) appointment of a negotiation team

A

??

68
Q

The service levels should be chosen on the basis of
1) the importance of the role of the service
2) key performance indicators of the performance of the company

A

both
other activities like administrative activities which does not affect the revenue of the company should not be chosen

69
Q

It is advisable to form a negotiation team of people including
1) Authorized signatory
2) Project leader
3) Legal adviser

A

all of them

70
Q

One of the negotiation team members should have been involved in the making of the proposal from the service provider. why?

A

the negotiating team from the service provider side should be aware of the basis and components on the basis of which the final cost of the project was arrived at

71
Q

both the parties should have options with regard to subject negotiated by them

A

because working on only one option without any alternatives might end up in a deadlock.

72
Q

__________ is harmful
1) less than required service level
2) more than required service level

A

both are equally harmful
- less -> loss of business
- more -> unproductive expenditure
in most of the cases, level has to be brought down to make the resources put into optimum use and to make the cost attractive to the customer

73
Q

every part of the service covered in the service
level agreement _________ measured
1) must be
2) need not be

A

must be.
If some parts of the service are not measured, then they cannot be improved as well.

74
Q

Type of metrics
1) technical
2) operational (business process)

A

both
(techincal: high level, lo level
operational: problem mgmt., real-time service mgmt)

75
Q

metrics which deal with attributes that are highly
relevant to the end user and are easily understood by the user
1) high level technical matrix
2) low level technical matrix

A

high level technical matrix

76
Q

the SLA negotiation will start from specifying
1) high level technical matrix
2) low level technical matrix

A

high level technical matrix
(After finalizing the said High level Metrics the service provider should work with their technical
staff and derive the low level metrics)

77
Q

___________ measure the quality of interactions between the customers and service, providers. These metrics are like after service, repair,resolution of a complaint etc.
1) technical metrics
2) operational (business process) metrics

A

operational (business process) metrics

78
Q

Two types of operational (business process) metrics

A

problem management, real-time service management

79
Q

Trouble response time (Time taken between notification of the trouble by the customer and the first response by the service provider) is an example of
1) problem management metrics
2) real-time service management metrics

A

problem management metrics

80
Q

Provisioning time (The time taken to provide a new internet connection) is an example of
1) problem management metrics
2) real-time service management metrics

A

real-time service management metrics

81
Q

Trouble Response time and Trouble Relief Time are examples of
1) problem management metrics
2) real-time service management metrics

A

problem management metrics

82
Q

Provisioning time and Activation Time are examples of
1) problem management metrics
2) real-time service management metrics

A

real-time service management metrics

83
Q

SLA Obligations are to be performed by both the parties in the sequence stated in the SLA and within the specified time frame.

A

The obligations can be classified as
1. Independent obligations
2. Interdependent obligations
3. Conditional obligations
4. Circumstantial obligations

84
Q

These obligations arise generally in a SLA which is
drafted for a simple service offered by one side against a consideration to be paid by the other side.
1) Independent obligations
2) Interdependent obligations
3) Conditional obligations
4) Circumstantial obligations

A

Independent obligations
The only failure which can happen from the side
of the customer is default in making the payment.

85
Q

These obligations can be executed only if both the parties do their part along with the other. That means one party alone cannot start and complete the execution of that part of the contract.
1) Independent obligations
2) Interdependent obligations
3) Conditional obligations
4) Circumstantial obligations

A

Interdependent obligations
In these types of SLAs one party cannot blame the other without performing its part of the obligation.

86
Q

These obligations are not generally performed
1) Independent obligations
2) Interdependent obligations
3) Conditional obligations
4) Circumstantial obligations

A

Conditional obligations
(e.g provide a charge free helpline number in case of natural calamity)

87
Q

These obligations are general in nature. These obligations are very rare but help the
customers to users, in a big way.
1) Independent obligations
2) Interdependent obligations
3) Conditional obligations
4) Circumstantial obligations

A

Circumstantial obligations
(e.g. assured by the call center that at any point of time if the wait time for a passenger who wants to book a ticket over phone is more than 3 minutes, the service provider will allot the required additional tables free of cost)

88
Q

For circumstantial obligations, there is no payment obligation from the customer side. Penalty clause _________ in case of the failure of the service provider.
1) can be invoked
2) cannot be invoked

A

can be invoked

89
Q

steps in a dispute resolution process
1) reference to a joint committee
2) Expert Opinion or Umpire
3) Arbitration
4) Drafting of an Effective Arbitration agreement

A

Arbitration or litigation must be the last step in the dispute resolution process and there should be agreed system incorporated into the agreement, by which parties must get an opportunity to sort out the issues amicably.

90
Q

for disputes arise with regard to the scope of the contract or regarding the underlying technologies
the best method is
1) reference to a joint committee
2) Expert Opinion or Umpire
3) Arbitration
4) Drafting of an Effective Arbitration agreement

A

Expert Opinion or Umpire
In case of difference of opinion the decision of the umpire will be final.

91
Q

_________ is a widely accepted global dispute resolution method
1) UNICITRAL Model Arbitration law

A

UNICITRAL Model Arbitration law

92
Q

types of Arbitrations
1) Institutional Arbitrations
2) Industrial Arbitrations
3) Adhoc Arbitrations

A

1) Institutional Arbitrations
3) Adhoc Arbitrations

93
Q

When the parties do not specify any Arbitration
Centre in their contract, the parties can choose their own Arbitrator and Rules of Arbitration can be decided by the parties
1) Institutional Arbitrations
3) Adhoc Arbitrations

A

Adhoc Arbitrations
(In case if the parties fail to finalize an Arbitrator they can approach the Court seeking to appoint
an Arbitrator)

94
Q

SLA Notes
1) All the important documents which are mentioned in the SLA must be mentioned in the Index and annexed to the SLA
2) The Authorized signatories only have the right to amend or modify the contractual terms.
3) It is always advisable to have a properly drafted termination clause with post termination financial consequences to avoid heavy costs etc.

A

all of them

95
Q

CPNE stands for

A

Corporate Partner for Network Equipment

96
Q

This policy provides a robust framework for BSNL to collaborate with competent and experienced system integrators to deliver comprehensive communication solutions
1) CROP
2) AMRUTH
3) CPNE
4) Channel Partner

A

CPNE: Corporate Partner for Network Equipment

97
Q

CPNE advantages
1) Increased Service Offerings
2) Enhanced Quality
3) Flexibility
4) Cost Efficiency

A

all of them

98
Q

This policy forms a framework for BSNL to collaborate with various entities, such as retailers, distributors, and franchisees, who directly engage with the customers.
1) CROP
2) AMRUTH
3) CPNE
4) Channel Partner

A

Channel Partner

99
Q

Channel partner advantages
1) Expanded Reach
2) Customer Insight
3) Increased Sales
4) Risk Management

A

all of them

100
Q

The channel partnership is governed by a contractual agreement outlining the rights, duties, and responsibilities of both parties. The agreement also defines
1) the profit-sharing model
2) performance expectations,
3) terms for dispute resolution

A

all of them

LDCE EB (4 decks)

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