EB Marketing, Sales and Service, SLA, CPNE Flashcards
(100 cards)
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
2
Q
Landline, broadband, ITC, etc comes under
1) Primary product
2) Secondary product
A
Secondary product
for the channel partners
3
Q
Channel partners allowed for
1) Primary product
2) Secondary product
A
both
4
Q
BSNL has put in place Franchisee Sales & Distribution policy 2009 and amended as
A
CM Sales and Distribution Policy -2018
5
Q
Franchisees are appointed through ___ route by respective SSAs
1) Tender
2) MoU
3) EoI
A
EoI
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
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
8
Q
e-Distributors will be selected on ________ basis
1) exclusive
2) non-exclusive
A
non-exclusive basis
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
10
Q
e-Distributor shall integrate its system with BSNL‟s zonal C-top up systems
A
??
11
Q
reach to customers at their door steps
1) DSA
2) CSC
3) e-Distributors
A
DSA
12
Q
Selection of DSAs will be done by SSA Head
1) SSA head
2) Circle head
A
SSA head
13
Q
Rural Distributors are individuals having agreement
1) directly with BSNL
2) through franchisee.
A
anyway
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
15
Q
Customer service number for Landline/Broadband
A
1500/1800-345-1500 : For Landline/Broadband
1503/1800-180-1503 : For Mobile service
16
Q
Customer service number for Mobile service
A
1503/1800-180-1503 : For Mobile service
1500/1800-345-1500 : For Landline/Broadband
17
Q
Minimum ____ months inventory has to be stocked by SSAs
1) one
2) two
3) three
4) six
A
three
18
Q
sales staff includes
1) Retailer Managers
2) Retailer Manager Coordinator (RMC)
3) Franchisee Managers
A
All of them
19
Q
lead generation, lead qualification, selling to a retail new/existing Customer done by
1) CRM module
2) Sancharsoft
A
CRM module
20
Q
software for retail/bulk Inventory Management
1) CRM module
2) Sancharsoft
A
Sancharsoft
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
22
Q
Higher the discount, _______ is the contract period.
1) shorter
2) longer
A
longer
23
Q
Platinum customers indicative turnover
A
greater than 500cr
24
Q
Gold customers indicative turnover
A
50 to 500 cr
25
Silver customers indicative turnover
10 to 50 cr
26
BSNL do direct sales to _______ customers
1) Platinum
2) Gold
3) Silver
Platinum and Gold only
(Channel partner for Silver)
27
BSNL use channel partners for sales to _______ customers
1) Platinum
2) Gold
3) Silver
Silver only
(Direct sale for Platinum and Gold)
28
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)
GM (Business Planning)
29
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)
DGM (Service Delivery/Service Assurance)
(Earlier this work was handled by DGM Enterprise sales)
30
Concept of _________has also been introduced to provide focused attention to corporate customers
1) National Account Manager (NAM)
2) Key Account Manager (KAM)
both
31
System Integrators (SIs) are appointed at
1) national level
2) circle level
both
32
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
both
33
MoU allows BSNL to offer _______ to MoU partner which otherwise is not possible
1) preferential treatment
2) preferential tariffs
both
34
MoU offers up to 20% volume discount for revenue exceeding Rs ___ crore per annum.
1) 1
2) 5
3) 10
5 crore per annum
35
In this case, BSNL participates in a tender or RFP floated by interested enterprise
customer
1) MoU
2) Contract
3) Partnership
contract
36
BSNL has partnered with many global careers for offering global Managed Network Services & solutions as
1) MoU
2) Contract
3) Partnership
Partnership
37
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
Partnership
38
MoU offers up to ___% volume discount for revenue exceeding Rs 5 crore per annum.
1) 5%
2) 10%
3) 20%
4) 30%
20%
39
Enterprise relationship options
1) MoU
2) Contract
3) Partnership
all of them
40
SMB and SME stand for
SMB: Small and Medium-Sized Businesses
SME: Small and Medium Enterprises
SME is a more globally-used term than SMB
41
______ is known as mid-market
1) SMB
2) SME
SME
42
MSME stands for
Micro, Small and Medium Enterprises
43
The distinction between the manufacturing and the services sectors under erstwhile MSME definition has been done away with under ABA. ABA stands for
Aatmanirbhar Bharat Abhiyan
44
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
Micro
45
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
Small
46
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
Medium
47
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.
T
48
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
all of them
49
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
BA HQ, Operation offices
50
Invoices to be submitted at two points only in BA -
1) one for Vendor related claims
2) other for Staff related claims
T
51
OPEX claim (Non PO based) related to Rent & Electricity can also be centralized at BA
T
52
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
concerned unit area BSNL Enterprise Business Team shall approach the corporate customer
53
Payment after booking at EB portal
1) online
2) concerned approach team will collect the deposits and provide the receipts
concerned approach team will collect the deposits and provide the receipts
(not online)
54
BSNL provides Internet Telephony (VOIP) Service with brand name “ ________” to the customers
WINGS
55
BSNL provides _________ Service with brand name “ WINGS” to the customers
Internet Telephony (VOIP)
56
_____ should ideally have longer lifespans
1) marketing strategy
2) marketing plan
marketing strategy
57
BSNL and Ciena sign an MoU to prepare for ___ in India
1) 3G
2) 4G
3) 5G
5G
58
BSNL social media account handle
1) @bsnlindia
2) @bsnlcorporate
3) @bsnlin
@bsnlcorporate
59
@BSNLCorporate: This account is managed by a small Digital Media Consulting company, Golden Phoenix which came into existence in 2010
T
60
service level management (SLM) is the science of __________
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
two types of service level agreements
1) B2C
2) ____
B2C: Business to Custmer
B2B: Business to Business
62
These service level agreements are not negotiated and signed between parties
1) B2C
2) B2B
B2C
unilaterally announced by the service providers to
impress more customers to their company.
63
These service level agreements contain penalty clause
1) B2C
2) B2B
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
These service level agreements normally are
legally and technologically Complex documents
1) B2C
2) B2B
B2B
these agreements have necessarily to be negotiated between the parties carefully, signed and if necessary registered also.
65
requirements from ________ is like a wish list
1) service provider
2) customer
3) end user
customer
wish list which describes specifically the
‘Expected user experience’ or ‘Expected output’ or ‘Final result’ to be achieved by the contract.
66
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
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
SLA first stages are
1) finalization of requirements by customer
2) preparation of proposals by service provider
3) appointment of a negotiation team
??
68
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
both
other activities like administrative activities which does not affect the revenue of the company should not be chosen
69
It is advisable to form a negotiation team of people including
1) Authorized signatory
2) Project leader
3) Legal adviser
all of them
70
One of the negotiation team members should have been involved in the making of the proposal from the service provider. why?
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
both the parties should have options with regard to subject negotiated by them
because working on only one option without any alternatives might end up in a deadlock.
72
__________ is harmful
1) less than required service level
2) more than required service level
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
every part of the service covered in the service
level agreement _________ measured
1) must be
2) need not be
must be.
If some parts of the service are not measured, then they cannot be improved as well.
74
Type of metrics
1) technical
2) operational (business process)
both
(techincal: high level, lo level
operational: problem mgmt., real-time service mgmt)
75
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
high level technical matrix
76
the SLA negotiation will start from specifying
1) high level technical matrix
2) low level technical matrix
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
___________ 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
operational (business process) metrics
78
Two types of operational (business process) metrics
problem management, real-time service management
79
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
problem management metrics
80
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
real-time service management metrics
81
Trouble Response time and Trouble Relief Time are examples of
1) problem management metrics
2) real-time service management metrics
problem management metrics
82
Provisioning time and Activation Time are examples of
1) problem management metrics
2) real-time service management metrics
real-time service management metrics
83
SLA Obligations are to be performed by both the parties in the sequence stated in the SLA and within the specified time frame.
The obligations can be classified as
1. Independent obligations
2. Interdependent obligations
3. Conditional obligations
4. Circumstantial obligations
84
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
Independent obligations
The only failure which can happen from the side
of the customer is default in making the payment.
85
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
Interdependent obligations
In these types of SLAs one party cannot blame the other without performing its part of the obligation.
86
These obligations are not generally performed
1) Independent obligations
2) Interdependent obligations
3) Conditional obligations
4) Circumstantial obligations
Conditional obligations
(e.g provide a charge free helpline number in case of natural calamity)
87
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
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
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
can be invoked
89
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
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
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
Expert Opinion or Umpire
In case of difference of opinion the decision of the umpire will be final.
91
_________ is a widely accepted global dispute resolution method
1) UNICITRAL Model Arbitration law
UNICITRAL Model Arbitration law
92
types of Arbitrations
1) Institutional Arbitrations
2) Industrial Arbitrations
3) Adhoc Arbitrations
1) Institutional Arbitrations
3) Adhoc Arbitrations
93
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
Adhoc Arbitrations
(In case if the parties fail to finalize an Arbitrator they can approach the Court seeking to appoint
an Arbitrator)
94
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.
all of them
95
CPNE stands for
Corporate Partner for Network Equipment
96
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
CPNE: Corporate Partner for Network Equipment
97
CPNE advantages
1) Increased Service Offerings
2) Enhanced Quality
3) Flexibility
4) Cost Efficiency
all of them
98
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
Channel Partner
99
Channel partner advantages
1) Expanded Reach
2) Customer Insight
3) Increased Sales
4) Risk Management
all of them
100
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
all of them
