ASSIGNMENT 1

Leads Generation: Digital Marketing/Leads data filled in Forms

Leads Assigned to Sales Team by TL’s/SM’s

Considering a Lead conversion of approximately 5%; 5000+/-10% leads prospective leads would be
required every day for sales team to work upon. (Assuming we are getting these leads and leads are
further filtered, verified).

Sales Progression

Monthly revenue target is of 10 million INR. With 50 salesperson and average price of 2000 INR of
the products, each sales person should be given target of selling 100 products in a month.

50 Sales Person

2 Product: Worksheets and Animated Video

Average Price: INR 2000

Target revenue: INR 10 million per month = INR 100,000,00

Target for each Sales Person= 100 sales or INR 200,000 revenue

50 Sales person to be divided in 5 Teams of 10 each including 5 Team Leaders

Each Team

1 Team Leader/ Sales Manager

Work Hours: 9 hours per day (8 Hours working on sales + 1-hour monitoring team performance and
targets completion and any query handling) X5 days a week + 1-day monitoring and preparing
reports for weekly performance, targets, other metrics and logistics monitoring

9 Sales Executives

Work Hours:9 hours per day (8 Hours working on tele sales + 1 hour on punching sales, follow up
customers, logistics to track delivery, feedback from customers) X6days a week

To achieve the following targets, the sales process can be achieved through following steps:

• Prospect
The digital marketing strategies generate leads and these prospects can further be
contacted.
• Connect
The initial contact has been made by the parents when they filled the forms. Now its our job
to connect with them. This can be done by making the “discovery call.” Figure out what are
the parents seeking and try to identify their needs and expectations.
• Research
Research about the issues they had faced in the past and the reason they are seeking
services of Global Shiksha.
• Present
Present them the products and services of Global Shiksha and advise them their best options
and what should they choose and why. Give them reasons why you think your product can
help their children. You may also show them statistics of your satisfied customers so that
you gain their confidence.
• Close
Deal closing is the ultimate step and most crucial step. Here an offer of trial can be given or
even a bundled deal can be given to the customers, whichever option suits best.

There are 2 Products: Worksheets and Animated videos.

These can be sold in following ways:
• Both Product sold standalone at an average price of INR 2000
• A Bundled/Combo product at an average price of 3500

Majority people will be interested in buying standalone product so majority of the sales
person will be selling standalone. 2 sales persons in each team can be assigned to sell
bundled/combo product.

A tele sales is usually done in 3 steps.

• First Pitch (approx. 10 minutes) for HOT LEADS

• Follow up (approx. 2 minutes)
• Final Sale (3 minutes)

Assuming a target of 5 sales per day

50 minutes for first pitch + 10 Minutes follow up + 15 Minutes of Final Sale

Approx. 90 calls more to the leads averaging 1 minute

Total Call Time in a day = 160 Minutes = Approx. 2.5 hours

TARGET CALL TIME FOR EACH SALE PERSON= 2.5 hours per day
 Challenges to be encountered from selling to delivery of product

• The Sales managers were not able to track the daily activities conducted by their respective
sales reps. As a result, they didn’t have detailed insights into the sales conversions which
directly impacts the revenue graph.
• The Logistic team was spending more time in delivering the orders as there was no system
available by which they could keep a track of the shipped, delivered & unfulfilled orders.
• The finance department was devoid of information/references on the payments made.
• The support department was facing hassles in resolving customer queries due to lack of
updated and organized information about customer orders & issues.
• The entire process between lead generation & lead fulfilment wasn’t streamlined.

Solution

Central repository to track sales activity

A centralized repository by which the sales manager can keep a track on their respective sales
person’s daily activities and check on the target achieved.
Streamlining financial process
The Finance team to have full access to a detailed payment report from the system.

This report helps the team to:

• To know whether the order is PAID or UNPAID.

• To identify the mode of Payment opted by the customer.
• Check the discounted price offered to the customer before confirming the order.
• Seek clarification from the Sales team regarding any payment queries.
Aligning the Logistic workflow

Shipping Status & Workflow – From a single Interface, the logistic team can pick, ship, deliver and

track orders.

Every order has a shipping status indicated by a specific icon. The icons are automatically updated
according to the current status of the order.
The shipping status has been defined according to the workflow of their order fulfilment process,
and the stages covered are as below:
• Fulfilment -> Printing -> Picking -> Packing -> Shipping
• The logistics team can manage & track the entire process.

Role-Based Dashboards

The fundamental concept of a role-based dashboard is that it shows tasks & privileges specific to the
users and help them to take appropriate actions.

Metrics that need to be monitored on regular basis:

• DRPS (Daily Revenue per sales person)

Monitoring the daily revenue generated by each sales person

• Calls per day

Number of calls made by sales person per day. Some sales person might achieve the target
making lesser number of calls. Ensuring this sales person to work even after achieving target.

• Average Call Time

Monitoring average call time of every sales person. Segregating successful calls from rest
and analysing what is average time it takes to sell the product. Also getting to know what is
the average call time for a day so that targets can be set accordingly.

• Time spent selling

 Some salesperson spends longer time to close a deal but that can’t be used to infer low
performance. Maybe they need to resolve some doubts or maybe some just take long time
to build strong relationship with clients and their retention rate is thus high.

• Lead response time

It is said that if the salesperson contacts the lead in an hour of information request, the
likelihood of converting the lead are 7 times more whereas if the response is given after 24
hours, it reduces the likelihood of conversion by 60 times. Hence a quick response time is
crucial.

• Average deal size

Some sales person might achieve the targets easily by providing a bundled deal whereas
some might not give discounts but still manage to achieve the targets. Hence overall
performance might be same even if their average deal sizes differ.

• Opportunity win rate

Some sales person might not close the deal efficiently and have a low opportunity win rate.
They might need some training to polish their closing and negotiation skills.

Tackling the COD issue

Cash on delivery is the most used payment method in India as it gives them more sense of security.
But there are chances of reversals in case of COD payments. Therefore, to tackle the issue following
measures can be taken:

• As delivery usually takes 4-5 business days, taking confirmation again in 48 hours from the
customer to validate the sale.
• Upfront partial payment (Approx. INR 400) also giving 2-day delivery for upfront partial
payment.
• 1-day delivery for full upfront payment
• Give a free trial to the children and let them use the product. Educate them to use them and
get the most out of it. Use data analysed from child’s usage and tell parents about how it
benefits their child. This will give guarantee to parents and would reduce chances of
reversals.
• Give them coupon discounts applicable only by cashless payment modes. People are more
likely to pay by mobile wallets/debit/credit cards if they are getting discounts.
• Give each customer a referral bonus if they share referral codes and get others on board. It
might just be for registering, seeking information, downloading app, etc. That would mean
that the original customers are more likely to stick for long run.
• Giving the current selling price/discount whatever feasible again next year on renewal of
next class course if opting for upfront payment

Ways to retain customers and ensure repeat business:

• The parents are the decision makers in the situation. The goal is to satisfy them and this can
be done by providing them a feedback of their child’s performance so that they know they
have invested their money at the right place and they don’t switch.
 • Welcome problems faced by either children or their parents and try to resolve them at
earliest.
• Ask for feedback.
• Try to engage parents by creating portals for them to discuss their child’s growth trajectory.
• Keep in touch. Parents would like to know about upscale products their child might need in
future. Try to upsell and cross sell.
• Reward loyal customers by providing them discounts or giving some product for free as well.

ASSIGNMENT 2

NDR Reasons and Solution

• Customer not contactable/present

Sales team to contact customer and schedule another delivery attempt
• Customer outside courier service area
Preparing a list of non-serviceable area of courier partners and ensuring to send through
local post or an alternative courier service which has that address in their service zone.
• Fake delivery attempt
Can be resolved by contacting customer and taking action against the delivery person
involving the courier partner
• Damaged during transit
Proper packaging to reduce damage during transit
• Wrong product delivered
Tags system can be used where each sale is assigned a unique categorised tag
• Address in not correct format/ incomplete/not printed properly on shipment
Format Correction/ Address Verification at the time of shipping
• Customer/Recipient refused to take delivery
• Packaged redirection
• Temporary technical issues which cumber the carrier to provide services under normal
circumstances and properly manage the situation

• Courier drivers have a prescheduled route – the time when your package gets delivered
depends on whether your address is in the beginning of his route or at the end of it. Courier
drivers usually work from 9 am to 6 pm (at least the courier service providers that we
collaborate with). You should always bear in mind that during peak seasons, such as winter or
summer holidays, due to the high volume of packages and intensive work, they might arrive
after 6 and cause a delayed delivery.

Maximising Delivery
Preparing a proper logistic report where we can filter the orders by dates & shipping providers
and have access to full analytical report of the shipping providers.

Report to Include

Delivered status

Non-Delivered status

Returns

In Transit

Filtering of consignment by date/shipping provider etc