1.

Project Title: How to improve on sales capability of retail associate

2. Executive summary
3. Status quo about retail associate
4. What are the expectations from the Retail Associates
5. Research to be done:
i) Testing the knowledge of CCEs
ii) Observational survey of CCEs interaction with customers: Plotting
hexagonal chart on their key areas
iii) Structured interviews of the CCEs
iv) Taking satisfaction survey by the customer
v) Being the double agent as a CCE
vi) Interviews of CCEs
6. Data analysis of the Survey
7. Competition Analysis:
i) Survey of Airtel and Idea employees
8. Bottlenecks or pain points or challenges faced by CCEs
9. Customer profiling: Type of customer arriving at the store
10.CCEs profiling based on their key strengths
11.Recommendations:
i) Training (Integrated across various mediums)
ii) Margin based transparent incentive scheme which integrate
iii) Infrastructure which synergize
iv) Goal driven interaction with customers - Magic mantra
v) Can we utilize the spare time of CCEs??
12.Implementation of the recommendations
13.Before and after results
14.Way Ahead
15.Conclusion
1) Project Title: How to improve on sales capability of retail associate
2) Executive summary
3) What are the expectations from the Retail Associates
4) Research to be done:
a. Testing the knowledge of CCEs
>Knowledge about the CRM
>Updating themselves with latest offers
>Basic analytical ability
>Basic vigilance while interacting with customers
>Language ability
b. Observational survey of CCEs interaction with customers: Plotting
hexagonal chart on their key areas
c. Structured interviews of the CCEs
d. Taking satisfaction survey by the customer
>Customer seek personalized experience- It is the #1 thing thats
missing in the retail space currently
>About 60% consumers seek personalization as their #1 criteria
and 20% said that knowledgeable executive is their #1 criteria
(That means customers seek experience rather than pure
transactional relation)
>How to personalize the experience of a customer??
>
e. Being the double agent as a CCE
f. Interviews of CCEs
5) Data analysis of the Survey
6) Status quo about retail associate drawn from the surveys and interviews
>Things they love
>Things they hate
>What trainings they are getting?
>How good they are?
>What are the incentive schemes?
>What pay they are getting?
>What is the scope and likelihood of their promotions?
>What are their motivations for working with Vodafone?
>Consumers perception
7) Competition Analysis:
a. Survey of Airtel and Idea employees
b. Vodafone Vs. (Airtel and Idea)
8) Bottlenecks or pain points or challenges faced by CCEs
9) Customer profiling: Type of customer arriving at the store
10) CCEs profiling based on their key strengths
11) Recommendations:
a. Training (Integrated across various mediums)
b. Margin based transparent incentive scheme which integrate
c. Infrastructure which synergize
d. Goal driven interaction with customers - Magic mantra
e. Can we utilize the spare time of CCEs??
12) Implementation of the recommendations
13) Before and after results
14) Way Ahead
15) Conclusion