BSNL Sales Promotion for GSM Mobile

CUSTOMER CARE

Basics in Customer care:

Our Subscribers or Customers are most important for us at all times. Customer care is a very
important aspect of business. Excellent customer care builds strong loyal relationship with our
customers. The thumb rule here is find ways to make your customer happy as No one accepts
unhappiness happily. Industrialist, teacher and student, doctor and patient, saint and satan -
everyone wants to be happy. So, why not a customer? Especially when he pays for what he
wants. Since nobody ever pays for unhappiness, no one bargains for problems.
Ensuring customer - happiness or to put it in more acceptable jargon, customer - satisfaction is,
therefore, fundamental to customer - responsiveness. More the customer-responsiveness, the
more successful that business will be.

(A) HOW TO MAKE EVERY CUSTOMER A “SPECIAL” CUSTOMER

One line to achieve :-
Speed : Disposal should be without delay

Personalise : Treat customer as your own person

Exceed expectations : Fulfil expectations of customer

Competence and courtesy : Behave in courteous manner

Information : Provide full and honest information

Attitude - ‘Can do’ : Response with positive attitude

Long - term relationship : Satisfy customer to build long term relationship

1. Fast Action in Execution of Work

Always remember :-
 Speed is competitive advantage.
 Everything is time-bound.
 Time is the scarcest commodity in the world.
 Fast Action secures Trust.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

2. Positive communications
2.1 Talk the customer’s language
 Cut out jargon, and explain things well.
 Aim to be understood.
 Take responsibility for your communication - the purpose of your communication is
the response you get.
 Make written communications short, specific and simple.
 If in doubt, simplify.
 Talk benefits, not just features.
 Talk our strength & ignore weakness

2.2 Treat customers as you would wish to be treated as customer

Use language like :-
 ‘I see what you mean’
 ‘Let’s see what we can do about this.
 ‘I would be as concerned as you are’
 ‘I’m sure we’ll be able to find a solution’
 ‘Do you see any possibilities that I haven’t considered ?’

ALWAYS REMEMBER
Always say what you can do, or will do, not what you can’t do or won’t do.

2.3 Positive response to “customer needs” gets positive results

Use following more in your communication:
 I can ...
 You can ...
 I will ...
 Will you please ... ?
 Could I ask you to ... ?
 So that ...
 Here’s what it means to you ...

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

 Which means that ...

3. The personal touch
Personalised service
 People like to buy from people.
 You build a business one customer at a time, one purchase at a time.
 Use the customer’s name in all written communication.
 Courtesy, manners and politeness are keys to building trust, respect and loyalty.
 Get to know your customers - all of them.
 Pay 100 per cent attention at all times.
 Make every customer feel like your most special customer (not your only customer !).

4. Keeping customers
Customers are for life ...
Every year most businesses lose between 10 per cent and 30 per cent of their
customers - and they don’t even know who these customers are ?

5. Turn complaints into opportunities

Welcome complaints !
 Complaints are disguised opportunities.
 Problems are wake-up calls for creativity and commitment.
 People complaining are people to value - they want to stay customers and are simply
telling you how to achieve it and keep their custom.
 Only 4 per cent of dissatisfied customers tell us, 96 per cent tell other people.
 Each unhappy customer tells an average or 10 or more people (13 per cent tell 20 or
more).
 Resolving a problem quickly will turn 95 per cent of unhappy customers into return
customers.
 40 per cent of your perceived customer service is how well you solve problems.

Always remember:

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

It is vital that to achieve customer satisfaction quickly, whenever you get the opportunity
to fix a problem ... you do it quickly !

6.0 Give customers what they want ...

 Customers expect high quality service, and can go elsewhere if they don’t get it.
 High levels of customer satisfaction will ensure survival of business
 Customers want to deal with people who are easy to do business with….
 Treat them as individuals
 Know their business
 Demonstrate that eyes are willing to do something extra for them.
 Inspire confidence.
 Outstanding customer service is not a ‘nice-to-have’ it is a ‘must-have’.
 It is too expensive to replace customers, even if it were possible.
 Managing and creating ‘moments of trust’ is the key for increasing subscriber base

Always remember:
The rise and fall of the company can generally be traced to their knowledge or ignorance
of customer-needs.
Our approach :
The knowledge of customer needs and meeting them in shortest time frame lead in
achieving customer-satisfaction at a level higher than the competitor’s.

(B) Adopt the attitude that the customer is always right.

It ought to be so, but this is not the situation in India today — in your company, in my
company and almost everywhere.
See customers at other businesses. Put yourself in the place of a customer. Think customer.
Act customer. You will be in for surprises of your life time.
The big idea is – not to take your customers for granted. With the Indian economy opening
up to foreign investors – so far it is just the beginning – your customers may desert you one by
one today, and in hordes tomorrow. Then where will you be?

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

(C) How to sell to the Customers

Customers, Customers, Customers ...
* Where are they ? ... everywhere !
* Who are they ? ... everyone !!
* When will they come ? ... any minute !!!

What will they like ? ... Whatever you sell to them with a genuine twinkle in your eyes,
with a smile on your lips, with feelings from your heart and with their benefits in your mind.

Whether it is a particular “dhaba” on a highway to Ferozepur or the Taj Mahal Hotel at

Gateway of India in Bombay, customers visit again and again not just because they get
good
food at reasonable prices, but also because they know that they will get something extra.
And
it is this extra which may take three years to gain and only three months to lose at a
business.

Six Ways of selling of services :

1. Put yourself in your customer’s shoes.
2. Customer is the boss
3. Customer is the profit; everything else is overhead.
4. Customer is business. Business is people. People are customers.
5. The purpose of your business is to create customers.
6. Communicate continuously with your customers.

(C1) Put Yourself in your Customer’s shoes

It is a basic and commonsense concept but it has been very wisely said : “Commonsense is
not very common !” Spend ten minutes every day thinking how you can put yourself in
your customer’s shoes. Difficult ? May be. But it will mean more sales. You will gradually
learn from your experience. Listen to your customers; ask questions from them. Look into
their eyes, do something extra for each customer and ask someone whom you respect to

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

give you his objective observations. Admit your mistakes with your customers gracefully
and learn from them.
Start thinking good of your customers and also start doing good to your customers in your
working as well as sleeping hours. You will see the difference in your Profits Account as
well as Happiness Account.

Now, the most important thing for a business is to always think of increasing its character,
goodwill and reputation (CGR). Every act at a business either increases or decreases its
CGR factor. The increases in CGR are inch by inch while the decreases in CGR are foot by
foot.

(C2) Customer is the Boss

“There never has been ... there is not now ... and there never will by any boss but the
customer. He is the one boss you must please. Everything you own ... he has paid for. He
buys for your home, your cars, your clothes. He pays for your vacations and puts your
children through school. He will give you every promotion you will ever obtain during
your lifetime ... and he will discharge you if you displease him.” – Earl Nightingale.
Everything depends on how you treat this boss – your customer. The great law which lies at
the foundation of all life ... business and personal ... is that our rewards in life will be in
exact proportion to our service.
And, service to our boss – the customer.
Customer is the God in the U.K. and the U.S.A. Customer is the King in Japan, and, in
India, customer is the Boss.
Why boss ? Because a boss can fire you whenever he is unhappy with you or your work.
A customer can take away his business to a place wherever he gets better value for his
money, better service and better ego massage. He does not have to give reasons for his
action; it is his money and he can spend it where he likes or the way he likes.

(C3) Customer is the Profit; everything else is Overhead

Over service your present customers a little bit because they are and will continue to be
your best prospects for more business. Whenever you over service, your customers will

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

make a mental note of the over service and gradually your good reputation will spread. It
takes up to three years for such reputation to spread and in any business it is worth it.
When deciding to buy products and services, the customer considers not only what it costs
him in terms of money, but what it costs him in terms of time. And it is well said that time
is money. Therefore, sell convenience, may be by having longer working hours in your
workshop and your stores, effecting home delivery, and so on.

Use your mind’s eye to remove the small difficulties and anxieties of your customers.
Your reputation will spread. “Smile by smile”. you will make your customers happy and
they will reward you through their repeat business. Those who look after their customers
reap the profits. Any activity which is not meant to profit the customer – now or later –
directly or indirectly – is Overhead. And a business cannot afford the luxury of overheads.
How to achieve it ? One of the ways is to become a “customer bhagat”. How ? Remember
Hanumanjee was “Ram bhagat” and to prove it, Hanumanjee would “open-up” his chest to
show a smiling Lord Rama within him. Similarly, when you start thinking of the good of
your customers – good meaning profits of your customers – in your working as well as
sleeping hours, you will become a “customer bhagat”.

(C4) CUSTOMER IS BUSINESS : BUSINESS IS PEOPLE : PEOPLE ARE

CUSTOMERS

Customer is business : Business is people : People are customers. That makes it a circle and
all of us move in our self-created circles – big ones, medium ones and small ones. You
must decide for yourself how big a CBP (Customers: Business: People:) circle you want to
have.
CUSTOMER SATISFACTION
Once you have decided the size of your circle, let us now talk about customer satisfaction.

Customers – how to get them, serve them and retain them ? A very big question but with
simple answers like :
* Help your customers to make more “money” with your products.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

* Help your customers to reduce costs with your products.

* Help your customers to save time with your products.
ALWAYS DO
Increase customer awareness among your colleagues. You can have the best servicemen
and the best customers, but unless they can work together it won’t work. The shortest
success formula in the world ... “WORK WORKS”!
ALWAYS REMEMBER
Your customers are smarter than you think. You may think you are clever but they
understand your insincerity very quickly. Be sincere and honest to your customers.

(C5) THE PURPOSE OF YOUR BUSINESS IS TO CREATE CUSTOMERS

No customers, no business. Simple. But more often than not we forget this simple truth.
How to create customers ? This is not a simple question but the answers to it are so simple
that very few believe in them and even fewer implement them. Here are the answers to the
basic question : “How to create customers for the business?”

Remember the wise sayings:

 “If you are not meeting your customers, you are forcing them to visit your
competitors.” Look for opportunities to meet your customers–you can never
overdo it.
 Become trustworthy to your customers.
 “The more your customers trust you, the more they buy from you.”

Never forget that even an ordinary looking customer is a decision-maker or influencer in his
own house and his opinions matter a lot. He has enough common sense to see through your
intentions to your trustworthiness. When you think that you can outsmart him you are only
fooling yourself in the long run.
DEEDS Vs WORDS
One small deed for your customer accomplishes more than a thousand words.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

Keep on helping your customers; keep on doing small, small deeds and they will keep
on coming back to you.
HOW TO CREATE CUTOMER BASE

“How to create customers for the business?” The answer is” “Competition is an
opportunity.” Many of us self-discourage ourselves by believing one while that of the others
is easy. No! It is human nature that an average man sees greener pastures on the other side of
the fence.

Your customers are not aware of your departments or your procedures and policies.
For them, every employee is the business. Cooperation amongst all of us is very
important.
BECOME A CUSTOMER-FRIENDLY BUSINESS

How ? Not a simple task, but you can do it by following the “customer by customer
approach”
It is wisely said: “Customers are your partners and, therefore, start treating them like your
partners.” How ? When you sell your products, you give them “better ways” to make profits.
The more the profits your customers make, the more they will buy from you.
Fortunately, any business can take advantage of a small business atmosphere. You can
economically provide old-fashioned customer consideration in the form of personalised
service. This aspect of business is even more important than other aspects like superiority of
products, financial resources and physical facilities.

When does a business become customer-oriented ? As soon as a business starts rendering,

through thought and action, the best possible service to each of its customers. This way, a
business becomes great for its customers.

So, how to become a customer-friendly business ? Simple. Make it as your only goal.

(C6) COMMUNICATE CONTINUOUSLY WITH YOUR CUSTOMERS :-

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

NEVER MISS TO SAY

“ Nice words to your customers whenever they have done business with you. Go out of
your way to find such opportunities. Please never forget this aspect of thinking and
smiling”.

Put yourself frequently in the shoes of your colleagues and customers. They too have
brains. Yes sir, may be better than yours – sometimes.

Become a good talker. Anyone in a business who comes in contact with customers must
become a good conversationalist–something which can be easily learnt with a little bit of
effort. Remove your mental block that only a salesman needs to be a good
conversationalist. Your customers are people and they love to be treated as people
and not as machines.

STEPS TO REMEMBER
 A good conversationalist is one who comes to the point as soon as he sees in the eyes and
in the body movements of the customer that the customer is ready to do business.

 Good talking is an art. You cannot learn it all in school or college or from books.
Observe. Listen to others. See it all. Take and make mental notes. Repeat these in your
mind while you are relaxing, trying to sleep or travelling.

 Become a good listener.

 Good talking, being a good conversationalist is good, but being a good listener is
even better.
 Listen without interrupting the customer. Difficult but rewarding. Let the
customer talk. Keep on making notes and points in his presence.

A good listener’s antenna is always up. He probes the speaker’s mind fully. If the customer
is happy, the good listener becomes happy. And if the customer is unhappy, the serviceman
becomes sympathetic with an objective of giving more satisfaction to the customer.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

INTER PERSONAL
COMMUNICATION
FUNCTIONS OF INTERPERSONAL COMMUNICATION

Interpersonal communication is important because of the functions its achieves. Whenever we

engage in communication with another person, we seek to gain information about them. We also
give information through a wide variety of verbal and nonverbal cues.

One reason -We engage in interpersonal communication is so that we can gain knowledge about
another individual. Social Penetration Theory says that we attempt to gain information about
others so that we can interact with them more effectively. We can better predict how they will
think, feel, and act if we know who they are. We gain this information passively, by observing
them; actively, by having others engage them; or interactively, by engaging them ourselves.

We also engage in interpersonal communication to help us better understand what someone says
in a given context. The words we say can mean very different things depending on how they are
said or in what context. Content Messages refer to the surface level meaning of a message.
Relationship Messages refer to how a message is said. The two are sent simultaneously, but
each affects the meaning assigned to the communication.
Interpersonal communication helps us understand each other better.

Another reason -We engage in interpersonal communication is to establish an identity. The

roles we play in our relationships help us establish identify. So to does the face, the public self-
image we present to others. Both roles and face are constructed based on how we interact with
others.

Finally, we engage in interpersonal communication because we need to express and receive

interpersonal needs. William Schutz has identified three such needs: inclusion, control, and
affection.
BRBRAITT October 2008
BSNL Sales Promotion for GSM Mobile

 Inclusion is the need to establish identity with others.

 Control is the need to exercise leadership and prove one’s abilities. Groups provide
outlets for this need. Some individuals do not want to be a leader. For them, groups
provide the necessary control over aspects of their lives. relationships.
 Affection is the need to develop relationships with people. Groups are an excellent way
to make friends and establish relations.

Communication is the most important skill in life. We spend most of our waking hours in
communicating. But consider this: You’ve spent years learning how to read and write, years
learning how to speak. But what about listening ? What training or education have you
had that enables you to listen so that you really, deeply understand another human
being from that individual’s own frame of reference.

Comparatively few people have had any training in listening at all. And, for the most part,
their training has been in the Personality Ethic of technique, truncated from the character
base and the relationship base absolutely vital to authentic understanding of another person.

The real key to your influence others is your example, your actual conduct. Your example
flows naturally out of your character, or the kind of person you truly are — not what others
say you are or what you may want me to think you are.

Your character is constantly radiating, communicating. From it, in the long run, people come
to instinctively trust or distrust you and your efforts with them.

EMPATHIC LISTENING
“Seek first to understand” involves a very deep shift in paradigm. We typically seek first to
be understood. Most people do not listen with the intent to understand; they listen with the
intent to reply. They’re either speaking or preparing to speak. They’re filtering everything
through their own paradigms, reading their autobiography into other people’s lives.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

Empathic (from empathy) listening gets inside another person’s frame of reference. You look
out through it, you see the world the way they see the world, you understand their paradigm,
you understand how they feel.

Empathy is not sympathy. Sympathy is a form of agreement, a form of judgment. And it is

sometimes the more appropriate emotion and response. But people often feed on sympathy. It
makes them dependent. The essence of empathic listening is not that you agree with
someone; it’s that you fully, deeply, understand that person, emotionally as well as
intellectually.
Empathic listening involves much more than registering, reflecting, or even understanding
the words that are said. Communications experts estimate, in fact, that only 10 percent of our
communication is represented by the words we say. Another 30 percent is represented by our
sounds, and 60 percent by our body language. In empathic listening, you listen with your
ears, but you also, and more importantly, listen with your eyes and with your heart. You
listen for feeling, for meaning. You listen for behaviour. You use your right brain as well as
your left. You sense, you intuit, you feel.

When you listen with empathy to another person, you give that person psychological air. And
after that vital need is met, you can then focus on influencing or problem solving.
This need for psychological air impacts communication in every area of life.
Empathic listening takes time, but it doesn’t take anywhere near as much time as it takes to
back up and correct misunderstandings when you’re already miles down the read, to redo, to
live with unexpressed and unsolved problems, to deal with the results of not giving people
psychological air.
UNDERSTANDING AND PERCEPTION
As you learn to listen deeply to other people, you will discover tremendous differences in
perception. You will also begin to appreciate the impact that these differences can have as
people try to work together in interdependent situations.
Seek first to understand ... then to be understood.
Seeking to understand requires consideration; seeking to be understood takes courage.
Win/Win requires a high degree of both. So it becomes important in interdependent situations

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

for us to be understood. Make the human element as important as the financial or the
technical element. You save tremendous amounts of time, energy, and money when you tap
into the human resources of a business at every level.
Seek first to understand. Before the problems come up, before you try to evaluate and
prescribe, before you try to present your own ideas—seek to understand. It’s a powerful habit
of effective interdependence.
SYNERGISTIC COMMUNICATION
When you communicate synergistically, you are simply opening your mind and heart and
expressions to new possibilities, new alternatives, new options.
You begin with the belief that parties involved will gain more insight, and that the excitement
of that mutual learning and insight will create a momentum toward more and more insights,
learning’s, and growth.
Once people have experienced real synergy, they are never quite the same again. They know
the possibility of having other such mind-expanding adventures in the future.
Often attempts are made to recreate a particular synergistic experience, but this seldom can be
done. However, the essential purpose behind creative work can be recaptured. Like the Far
Eastern philosophy, “We seek not to imitate the masters, rather we seek what they sought,” we
seek not to imitate past creative synergistic experiences, rather we seek new ones around new
and different and sometimes higher purposes.
Synergy is exciting. Creativity is exciting. It’s phenomenal what openness and communication
can produce. The possibilities of truly significant gain, of significant improvement are so real
that it’s worth the risk such openness entails.
The following diagram illustrates how closely trust is related to different levels of
Interpersonal communication.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

LEVELS OF COMMUNICATION
High
Synergistic (Win/Win)

TRUST Respectful (Compromise)

Defensive (Win/Lose or Lose/Win)

Low

Low High

CO-OPERATION

The lowest level of communication coming out of low-trust situations would be characterized
by defensiveness, protectiveness and often legalistic language, which covers all the bases and
spells out qualifiers and the escape clauses in the event things go sour.

The middle position is respectful communication. This is the level where fairly mature people
interact. They have respect for each other, but they want to avoid the possibility of ugly
confrontations, so they communicate politely but not empathically.

Respectful communication works in independent situations and even in interdependent

situations, but the creative possibilities are not opened up.
The synergistic position of high trust produces solutions better than any originally proposed,
and all parties know it.

VALUING THE DIFFERENCES

Valuing the differences is the essence of synergy—the mental, the emotional, the
psychological differences between people. And the key to valuing those differences is to
realize that all people see the world, not as it is, but as they are.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

And unless we value the differences in our perceptions, unless we value each other and give
credence to the possibility that we’re both right, that life is not always a dichotomous
either/or. that there are almost always third alternatives, we will never be able to transcend the
limits of that conditioning.

Interpersonal Conflict:
Conflict is a part of most interpersonal relationship. Managing conflict, then, is important if
the relationship is to be long-lasting and rewarding. Learn how to manage conflict in your
relationships with your colleagues & customers and then complete the activity.

Conflict has been defined as “an expressed struggle between at least two interdependent
parties who perceive incompatible goals, scarce resources, and interference from the other
party in achieving their goals”. Important concepts in this definition include “expressed
struggle”, which means the two sides must communicate about the problem for there to be
conflict. Another important idea is that conflict often involves perceptions. The two sides
may only perceive that their goals, resources, and interference is incompatible with each
other’s.

Researchers have identified several problems that typically arise in conflict situations. First,
the parties will simply avoid the conflict. This can be damaging, because it can lead to greater
problems in the future. It is usually best that the individuals discuss their differences. Second,
individuals involved in conflict may blame the other individual. Often, individuals go beyond
the specific behaviour in question and blame the character of the person. When people use
words such as, “He’s such a slob,” they are engaging in blame the other behaviour. A final
problem that is often encountered in conflict management is adopting a win-lose
mentality. Focusing on each individual’s goals/outcomes will help avoid using a win-lose
strategy.

The climate in which conflict is managed is important.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

Individuals should foster a supportive climate, marked by these traits :

 Description : presenting ideas or opinions.

 Problem orientation : focusing attention on the task.
 Spontaneity : communicating openly and honestly.
 Empathy : understanding another person’s thoughts.
 Equality : asking for opinions.
 Provisionalism : expressing a willingness to listen other the ideas of others.

A few final tips ensure that conflict is successfully managed :

 Conflict can be constructive. Recognize that conflict can strengthen your relationships.
 Be prepared. Plan how you will communicate about conflict in order to create a
supportive climate.
 Be Involved. Do not withdraw from the conflict or avoid conflict situations.
 Withhold Quick Retorts. Be careful about what you say and how you say it.
 Review. Summarize what you have discussed and make plans to continue the discussion
if time permits immediate resolution.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

Marketing Skills & Sales Tips

1.0 Marketing:-
Marketing is an art & a skill. In today’s competitive scenario, it is a must that all of us
master these skills so as to successfully market our products. There are certain fundamental
tools and if we remember them, we all can be a marketing expert
Definition of Marketing:.
“Marketing is the process of planning and executing the conception, pricing, promotion and
distribution of ideas, goods and services to create exchanges that satisfy individual and
organizational objectives.”

How does selling differ from marketing?

“Selling is one activity of the entire marketing process. Selling is the act of persuading or
influencing a customer to buy (actually exchange something of value for) a product or service”.

The tools to be kept in mind while offering our services to Customers are:-

2.0 Characteristics of Services

A service is any act or performance that one party can offer to another that is essentially
intangible and does not result in the ownership of anything. The features of services are:
• In-tangibility :- It means that a service has no physical substance. We can not hold or
touch a service unlike a product. The experience Customers obtain from the service has
an impact on how they will perceive it.

• Inseparability :- A service can not be separated from the service provider. A service is
produced at or near the point of purchase. Services are produced at the same time as they
are consumed.

• Heterogeneity :- The level of satisfaction which a service gives to the Customer varies
with time and circumstances.

• Perishability :- A service can not be made and stored in advance unlike goods. It is a real
time function.

3.0 Facilitator For Marketing the Product/ Services

•
Affordability
 How much customers can pay? Accordingly offer them the best suitable plan .
They will happily buy our product.

• Evaluating Plans-Value for money

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

• PC loans-Ready list of lenders & schemes, Tie-ups

• Free Trial periods

4.0 Managing Competition:-
Many successful organizations are now discovering that the challenge to their future is
not necessarily from their competitors but from their own complacency towards their customers

ALWAYS REMEMBER

• Competition is an opportunity. It gives us a chance to improve ourselves.

• Competition is not an enemy to be feared. It is a friend which makes us realize our

shortcomings and weaknesses and overcome them.

• None puts out other’s lamps. Lack of oil puts them off. If our dedication towards our
work is not full, we are bound to be out of the market one day.

FEW STEPS

• Meet it headway and accept the challenge. We should be ready to face the competition by
improving our service quality.

• Only those who can give the best for the least will survive, the rest will be for sale. In the
competitive era, if we are ready to work hard, then only we will survive.

• Success doesn’t depend upon being at the right place and time, but upon being ready. Let us
update our knowledge and renew our skills.

• Never run down the product of your competitor- your customer will not believe you
anyway. Their good/bad service will speak for themselves

• Never speak ill of your competitor. Tell your positive points and let Customer decide in your
favour.

• One way to beat competition is to serve your customers better. There is no other shortcut to
success.

• We have strengths and weaknesses so does our competitor as well. Make it a point to not only
highlight your strengths but be honest about your limitations also. It gives a good impression in
the long run.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

• If there is any secret of selling, it is, in the ability to get the viewpoint of the customer. It
helps in offering them a plan which suits his needs and will ultimately lead to a long term
relationship.

• Everyone in business communicates with customers. Train them to be good listener, patient &
express all the things in simple and lucid manner.

• The more liberal a refund policy, more likely to be able to avoid disgruntled customer
• A difficult customer is a dark cloud with a silver- lining. Let him be your guiding light in
improving your level and standard.

• Handle a difficult customer with tact & sympathy. Put yourself in his shoes, see where it
pinches, then mend it.

• Offer better, far better services than your competitor.

• Selling is only half job.

• The other half is servicing

• Fool me once, shame on you.

• Fool me twice, shame on me.

• Selling in this supersonic speed era is not different from selling camels a 1000 years ago.

• Customers want to know the features and the benefits of what they are buying.

• Relate the features with the benefits and make your selling sentences.

• There is new business out there, no matter how depressed the market.

• All we have got to do is to find it first. There are no prizes for the seller who comes second.

• He who has a product to sell and whispers in a well is not going to get the rupees, but he who
climbs the tree and shouts will.
ALWAYS REMEMBER

•A satisfied customer is your best advertiser.

Tips for presentation

•Know your products and proposition. Be ready to answer queries about the service offered and
the plans available

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

•Analyse your audience. There is no point in trying to offer them a service which they do not
need.

•Structure your presentation. Repetition should be avoided give only required figures and facts .
Do not burden them with unnecessary statistics.

•Deliver your presentation in a simple yet confident manner to relate with the customer and
ultimately be able to sell to them.

•Use pause and silence. Let this be a discussion rather than be a monologue.

•Make them sick then make them well. Convince them as to how desperately they need this
service and then offer them suitable plans.

Why customers Quit

•1% Die

•3% Move away

•5% Form other Friendship

•9% For Competition

•14% For Product Dissatisfaction

•68% For indifferent attitude of

Employees
The key here is attitude. A positive attitude towards your job , your colleagues and of course
towards your Customers will make you a success in the field of marketing.

Tips for sales

Eight costly sales tips ……….
• Know your customer according to their Need & Want
• Don’t do sales in slow times only
• Don’t ignore current customer
• Use all technological means like Email, Contact mgmt. Software.
• Don’t delay sale product immediately on demand
• Use all tactics for sales like meeting and talking to new people of all ages
• Provide full range of product with technical and economical benefits If possible provide
brochure
• To achieve spectacular results first concentrate intensively on qualified target population

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

Marketing & sales strategy for BSNL

Marketing vision of BSNL has to be based on the overall mission and vision for the
organization.
The mission of BSNL
i. To provide world class State-of-art technology telecom services on demand at affordable
price.
ii. To provide world class telecom infrastructure to develop country's economy.
Vision of BSNL
To become the largest telecom Service Provider in Asia
Marketing Vision
 To retain the highest market share,
 Build highest brand equity and maximizing the profits

OBLIGATION
1. Toward customers
 To provide prompt, courteous efficient service and quality of products/services at fair and
reasonable Price.
2. Corporate Social Responsibilities
 BSNL is committed to provide Quality Telecom Services at affordable price To the
remotest part of the country.
 BSNL is making all effort to ensure that the main objectives of new Telecom Policy
1999 are maximum achieved
 No telecom operator in the country to beat its reach with its wide network giving services
in every nook & corner of country and operates across India except Delhi & Mumbai.
 Whether it is inaccessible areas of Siachen glacier and North-eastern region of the
country
 BSNL serves its customer with its wide bouquet of telecom services

What is the USP (Unique Selling Proposition) of BSNL?

A Government company which delivers. A government company which gives services better
than private could be a deadly combination, which no competitor can copy.

BSNL initiatives for providing facilities to customers

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

 Web based customer care portal launched in 26 territorial circles

 Online Mobile Bill Viewing has been made available to all post paid customers (all
states), through our portal www.bsnl.co.in.
 Duplicate bill viewing facility for landline also available on this portal
 There is also any option in this portal to register your email ID for getting bill details over
mail.
 Customer service centres in all major cities opened on all 7 days of the week.
 Extended working hours of Customer Service centres.(8 AM to 8 PM)
 Several new arrangements for modes of payment.
 Oxygen –out let for recharge and topup
 M/S Easy Bill for payments of bills
 Payment through internet
 Payment through ECS
 Payment through credit card
 Payment through bill collecting agents at door step

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

BSNL MOBILE SERVICES

Various value-added services available to the MOBILE Subscribers of BSNL. Various
value added services- be it Voice based or SMS based, are available to the Mobile subscribers of
BSNL. Many SMS based Value added services are available to the Mobile subscribers of BSNL
through the SIM card and through the short codes. The VALUE Added services forming part
of the Menu are listed as SERVICES in the Menu on the SIM. 
1. SIM BASED SERVICES:
LIST OF SERVICES PRESENTLY AVAILABLE IN THE MENU OF THE 32 K SIM CARD
S. NO. SERVICES DESCRIPTION
1. My Portal 1. Preview
2. Download
3. Delete
2. News 1. Breaking
2. National
3. International
4. Others i. Business
ii. Entertainment
iii. Sports
iv. Health
v. Info-tech
3. Finance 1. Stocks i. NSE
ii. BSE
iii. NASDAQ
2. FOREX
4. Entertainment 1. Dating
2. Jokes
3. Contests i. Poll
ii. Cinema
iii. Music
iv. Cricket
v. W Cup
vi. Bat
vii. Acro
viii. Celeb
ix. Book
x. Astro
xi. Travel
xii. Comic
5. TV Schedule 1. Movies i. All channels
ii. HBO
iii. Star Movies
iv. Hallmark
v. Zee MGM
vi. Zee Cinema
2. Sports i. Star DD. TEN Sports
ii. ESPN
3. Serials
6. Travel 1. Airlines i. Jet
ii. Indian Airlines

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

iii. Air Sahara

2. Railways i. PNR Status
ii. Train
iii. Seat Availability
7. Downloads 1. Logos i. Top logos
ii. Operator logos
2. Ring tones i. Top Ring tones
ii. Regnl tones
3. Picture Messages i. Picture Mags
ii. Top picture
8. Astrology 1. Horoscope i. Aries
ii Taurus
iii. Gemini
iv. Cancer
v. Leo
vi. Virgo
vii. More�
2. Numerology
3. Shubh  Kaal
4. B'day Forecast
9. Cricket 1. Scores
2. News
3. Match
10. Others 1. Thought for day
2. Health Tip
3. Dictionary

HOW CAN YOU ACCESS SIM BASED SERVICES: 

 The procedure to avail the SIM based services is as follows:
(a)  Browse the Menu on your CELLONE to see the SERVICES menu.
(b)  Browse the Menu further down to select the service as per above details to select the option
as per the service you want to avail and press "SEND" or "YES" depending upon your handset to
avail that service. 

TARIFF APPLICABLE TO  SIM BASED SERVICES: 

Each SMS request will cost the subscribers at Rs. 0.80 in case of postpaid and
Re.1/- in case of prepaid, whereas the Ringtone download will cost Rs. 5 plus the
cost of SMS.
2. SHORT CODE BASED SERVICES:

HOW CAN YOU ACCESS SHORT CODE BASED SERVICES:  

The procedure for availing short code based VAS is as follows:

a)   Browse the menu in your cell phone.

b)   In the menu, select MESSAGE & then go to WRITE/SEND NEW (Menu may vary with the
handset).

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

c)   Enter the keyword applicable to the service you want to avail (keyword may vary with
content provider), as the Message e.g. "NEWS" will be the keyword for getting news headlines

d)   Proceed further by pressing "YES" (or any other key as per your handset) and enter the
applicable short code as the NUMBER. e.g. if you want to get the NEWS from AAJTAK then
the short code will be "2424".

e)   After entering the short code, use "SEND"/ "YES", as applicable to your handset, for sending
the SMS to the SMSC. After a short time, you will get the response SMS in your INBOX.

A host of other value added services are also available at very economical charges:

 Voice Mail Service

 Short Message Service (SMS)
 Call Forwarding(within same Service Area)
 Call Conferencing
 Call Waiting and Call holding facility
 Calling line identification services
 Closed User Group (CUG)
 Unified Messaging Services: Integrate your Mobile phone with the Internet and access your e-
mails, faxes, voice mail etc on your mobile phone. To avail this service you can got to
www.bsnlums.com.
 GPRS/MMS
 Mobile Newspaper
3. VOICE MAIL SERVICE
Though you may miss a call,you will never miss what the caller has to say with cellone voicemail.
It’s truly mobile voice mail.
Cellone voice mail service ensures that the customers never miss their calls even when their phone is
busy, switched off, out of coverage, or the customer is simply too busy to take the call in such cases,
Cellone VMS greets the caller and records a message from the caller, which the customer can retrieve
later at his convenience from anywhere in the world, this is available to all our post-paid customers.
It's like having your very own ,mobile personal secretary and answering machine who listens to your
incoming calls, greets the caller and stores the messages left by the caller so that you can listen and call
them back later.
 GETTING STARTED
In the beginning, when you want to start using your Voice Mail Service, you have to first activate
your personal Voice Mail box by defining the conditions for diverting the calls. First go from MENU to
the CALL DIVERT feature. You need to refer to your handset manual as the process differs from the
handset to handset. Your handset will show you the four different conditions under which you can divert
your calls. You can choose any one of them.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

 Phone busy (whenever you receive a call on your mobile phone while attending another call, it
will get diverted to your VMS)
 No reply (if you can't or don't want to answer a call, it is automatically forwarded to your VMS
after few seconds)
 Not reachable (if you are not in the BSNL coverage area or if your handset is switched off, your
call is diverted to your VMS.)
 Unconditional (in case you don't wish to be disturbed, you can direct all your calls to your VMS)

After selecting your option, you will be asked to enter a number. Press 91 94XXXABCDE (where
94XXXABCDE is your 10 digit mobile number.). Once your chosen option is set , the calls will be
diverted to your mailbox.

 HOW TO RECORD YOUR GREETINGS?

 Dial 17000
 The system will ask you to enter your password. Press 9 - 1 - 1 - 1 - 1 - 2 AND YOU WILL BE
asked to record your greeting. End recording by pressing # key . Press 2 and speak out the new
greeting .

HOW TO SET YOUR SECRET PASSWORD?

For complete confidentiality, you can set a secret password to ensure that no one else can access or listen
to your messages. Dial 1700 , press 9 - 1 - 3 and enter your password.

 HOW TO ACCESS YOUR VOICE MAIL?

As soon as you receive a voice mail, you will be alerted by an SMS on your cell phone. To access your
Voice Mail from your own BSNL Cellular phone, dial 17000. The system will ask you to enter your
password (the default password is 1234 but it is recommended that you set your own secret password).
Follw the prompts and start listening. To access your voice mail from a land line phone, dial 9415017000.

4. SMS
Mobile to Mobile Messaging is a revolutionary new means of communication that allows CellOne
mobile subscribers to send a short text message instantaneously to any other mobile subscriber. You can
type down the message and send it to any mobile. The message can be of 160-character length including
spaces, punctuation and special characters. The system sends  the confirmation about the delivery of the
message to the sender as soon as the message is   delivered .If the called number is busy or out of
coverage area, the system periodically monitors  the status of the called number and sends  the message as
soon as it becomes active. BSNL provides national and International SMS facility to its post and pre-paid
customers at very cheap price. 

 GETTING STARTED...... 

  Select the 'Message' option from your phone menu.

  Scroll to access the 'Service Centre Number'.

  Enter the 'Service Centre Number' + xxxxxxxxxx. This must be done to activate the service.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

 You are now ready to use global text messaging. Most handsets support global text messaging.  To know
whether your handset supports global text messaging, check the handset user guide.

 HOW TO SEND A TEXT MESSAGE?

 First go to 'Message' menu on your cellular phone.  Select the option 'write message’. Compose your
message. If the destination mobile number is in India, message can be send using the 10-  digit mobile
number (e.g. 9426056789),and no prefixes are required. In case of an international mobile, prefix '+' and
the 'country code'(e.g.:+44652135432 where +44 is a country code) followed by the mobile number. Press
the 'send' button. The receiver will receive your message almost immediately, if his/her mobile phone is
active.
 HOW TO RECEIVE A TEXT MESSAGE?

 As soon as you receive SMS, you will be alerted by a beep or symbol on your screen, which means you
have a new message. To read it you have to go through the menu and select the 'Read Message' option.
The message will then appear on your screen. If the information can't fit into a single message, you will
receive more than one message.

 HOW TO STORE A TEXT MESSAGE?

 Your CellOne SIM card can store upto 15 text messages of 160 characters each.So make sure you
regularly delete the stored messages to make space for new ones.
5. CALL FORWARDING
In case you are in a meeting or your Cellphone is switched off, using the call forwarding feature, you
can forward your calls on a fixed line or a Cellphone where someone can see messages on your behalf.
You can also forward an incoming call while speaking to someone.

You can activate Call Forwarding either by using the menu function of your Cellphone or by using the
codes mentioned alongside.

Use the menu function to scroll to Call Forwarding and activate for the following options:

 All calls
 If busy

 If no reply

 If not reachable/switched off

All fowarded calls are billed the same way the regular call is billed.
Calls that are forwarded to the CellOne Voice Mail, are not charged for airtime.

Procedure
 

  Condition To start To stop

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

To forward all calls Enter **21** number # OK Enter ##21#OK

To forward calls while

you are speaking to Enter **67* number # OK Enter ##67#OK
Someone else

To forward calls if you

don't answer the Enter **61*number#OK Enter ##61#OK
incoming calls

To forward calls if your

CellOne phone is
Enter **62*number#OK Enter ##62#OK
switched off or is out of
reach

To cancel all preset

Enter ##002#OK
conditions

PLEASE NOTE

While entering a cellular number, make sure you use the international code before the number
For example, for entering 98110xxxxx,enter +9198110xxxxx
6. CALL CONFERENCE
There are times when we have wished that we could speak to a group of people simultaneously. May be
wanted to gossip with friends, or hold discussions with clients. Now you can have the privilege of a
teleconference with upto 6 people, at the punch of a few buttons.

 HOW TO TALK TOGETHER

To make the first call Dial normally Then put the current caller on hold Press 2 OK.

 DIAL THE NEXT NUMBER

To get everybody talking together press 3 ok to add another person to your conference press 2 ok (new
number) ok 3 ok.
 PLEASE KEEP IN MIND
Each call is charged for the time spent on 'hold' and in conference. The person initiating the conversation
will be billed for calls at applicable airtime and fixed line charges. This service can be used only if you
have activated call waiting. If someone wants to opt out of the conversation they simply have to
disconnect the call. Currently, you pay nothing extra for this service. All you have to pay is the airtime
charges and the applicable fixed line charges.
PLEASE NOTE

Call Conferencing is handset dependent service.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

7. CALL WAITING

This feature enables you to speak to two callers, one at a time, without hanging up on either one
of them. When this network service is activated, the network notifies you of a new incoming call
while you have a call in progress. If another person tries calling you midway through a
conversation , he/she will hear a message informing him/her that your line is busy, while you
will hear beeps at intervals. You can accept the second call while putting the first call on hold.
 

Procedure

TO START Enter *43*#OK

TO STOP Enter #43*#OK
TO REJECT THE WATING
Enter 0 OK
CALL
TO PUT YOUR CURRENT
Enter 2 OK
CALL ON HOLD
TO SWITCH BETWEEN
Enter 2 OK
CALLS
TO END YOUR CURRENT
CALL AND TAKE THE CALL Enter 1 OK
ON HOLD
   

 Since this facility involves two conversations , you will be charged airtime rate for two calls.
(The time you are actually talking and the time spent on 'hold')

8. CALLING LINE IDENTIFICATION SERVICES:

These cover both the presentation and restriction of the calling line identity.
The presentation part of the service supplies the called party with the ISDN or MSISDN
number of the calling party. The restriction service enables calling parties to restrict the
presentation of their number on the MSs of called parties

9. CLOSED USER GROUP (CUG)

The CUG service enables subscriber connected to the PLMN/ISDN and possibly other
networks, to form groups in which access is restricted.

Example: members of a specific CUG can communicate with each other, but generally
not with users outside the group
10. UNIFIED MESSAGING ON BSNL MOBILE

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

The UMS (UNIFIED MESSAGING SERVICE) system can be categorized as per the below mentioned
functionality:

 Voice Mail Service (VMS)

 FAX Message
 E-Mail
 E-Mail to Speech (ETS)

1. Voice-Mail

Using this feature, the voice mail can be send/received to/by other subscribers having this facility. The
incoming voice message from the mailbox can be accessed as per following procedure:

1. Conditional divert can be given for the voice calls to the voice-mailbox no. i.e. 17000.

2. Whenever a voicemail is received in voice-mailbox, the subscriber will receive an SMS on his/her cell
phone.

3. In order to retrieve messages from the voice-mailbox, dial 17000 from your mobile phone. Press '*' to
skip the introduction part.

4. The message can be retrieved by following the voice menus thereafter.

The voice mailbox can be accessed on landline also as per below mentioned procedure:

In order to retrieve messages from your voice-mailbox by using landline phone, dial 9417017000 (which
is the common access no.) followed by '#', then your own mobile no. and '#'. The system will prompt you
for your password. The default password is 1234. Enter your password and follow the voice menus
thereafter.

2. FAX-Message

This feature will enable the subscriber to sent/receive fax message. The fax can be sent/ received to/by the
subscriber either through BSNL UMN account or using fax machine. The below mentioned procedure is
to be adopted while sending or receiving the fax message on fax machine:

1. In order to deposit a FAX message, dial 9417017000 from a FAX machine followed by a '#' and the
mobile no. of the person who is the intended recipient of the FAX. A part of the voice menu says " to add
a FAX, press 3".Press 3 on your FAX machine and after the system prompts you to, press "START" on
your FAX machine.

2. In order to retrieve a FAX message from your voice-mailbox, dial 9417017000 from a FAX machine.
Then press '#' followed by your own mobile no. and '#'. The system prompts you for your password.
Enter your password. The system tells you that you have so many new messages out of which so many
are Voice/FAX/E-Mail messages. When you play a FAX message, first, system will announce the
senders’ phone number and the time when the sender had deposited that Fax Message. Then the system
will announce many option like to backup, to keep or to delete etc, You simply bypass these request by
pressing '#', then the system prompts you to press " START " on your FAX machine.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

3. E-Mail/SMS/FAX/Voice Message

This feature will enable the subscriber to send/receive E-mail/SMS/Fax/Voice messages. The subscriber
has to get BSNL UMN account for this feature. The below mentioned procedure is to be adopted for
sending/receiving the email.

1. Dial 1403 from WAP MS to connect to internet-login to the site www.bsnlumn.com (based on your
location goto appropriate website i.e. in north www.bsnlumn.com, south www.bsnlums.com, east
www.bsnlume.com and in west www.bsnlumw.com )

2. Logon to your BSNL UMN/S/E/W E-mail Account (using your mobile no. as the user login and 1234
as the password which is a default password).

  To receive e-mail : From WAP cellphone go to inbox then to email and the �view details�
choose   �body�.

 To send email: For sending E-mail, SMS, FAX and Voice Messages from your UMN/S/E/W
account, use the E-mail, SMS, FAX and Voice options as provided under the Compose Menu.

3. For retrieving :

     i. Voice messages

To Listen/Deposit to your voice messages, the machine must have the multimedia capability.

The different kinds of messages e.g. voice messages, FAX messages etc will be listed under the subject
heading as soon as you logon to your E-mail account. Click on the voice message and the system will
play it directly (if your machine supports the 'sbc' format). If your machine doesn’t support the 'sbc'
format, first convert the message into the 'wav' format using the icon provided on the right hand side.
Then system will prompt you to save that attachment to your hard disk. After saving ,click on the wav file
and the system will play it.

    ii. FAX Messages

The FAX message comes as an attachment in the TIFF format. Open the FAX message using an
imaging program as for example the IMAGING on the Windows -NT.The first page will just give you
the summary of the FAX message i.e. the total no. of pages in the FAX message, the no. from which the
FAX message was sent etc. Then you can download the actual FAX message.

4. E-Mail to Speech (ETS)

This feature will enable the subscriber to receive the Email on the mobile phone .In order to listen E-mail
messages from your voice mailbox, dial the No: 17000 from your mobile phone. Press * to skip the
introduction part. The system prompt will say ' to listen E-mail message Press Option '4', thereafter,
follow the voice menus . The attachments along with Email cannot be listened from your voice mail box.

11. GPRS/MMS: 

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

The Cellular Mobile subscribers of BSNL who have the GPRS subscription, now have access and
download the rich content like Polyphonic ringtones, Truetones, Realtones, MP3 tones, SMS tones,
Themes, Color wallpapers, JavaGames, etc thorugh the website (www.cellone.in) as well as the WAP
site (wap.cellone.in). The detailed catalogue of the content can be seen either at the above website or
the WAPsite.
How to activate GPRS facility in a mobile:

SEND SMS THE FOLLOWING KEYWORDS TO 53733 TO ACTIVATE / DEACTIVATE

GPRS/MMS FACILITY IN YOUR MOBILE

SUB GPRS GPRS REMARKS

-TYPE ACTIVATION DEACTIVATION
KEYWORDS KEYWORDS
PREPAID GPRSPRE GPRSDE PREPAID
SUBSCRIBERS
POSTPAID GPRS49 OR GPRSDC FOR 49,199 GPRS POST
GPRS199 PAID PLANS

Postpaid Subscribers can also avail GPRS facility through CSRs.

How to set WAP/MMS/GPRS settings in a mobile:

Compose message MobileMake MobileModelno and Send SMS to 19000 for Automatic
GPRS/WAP/MMS settings.

1. Ex: if you have a mobile Nokia 6600

NOKIA 6600
2. Ex: if you have a mobile Sony Ericsson w810i
SonyEricsson w810i
3. Ex: if you have a mobile Samsung sgh-e700
Samsung sgh-e700

Then you receive 3 or 4 settings save those settings in your mobile and set those settings as
default settings. In case if your mobile is prompted for PIN, enter 1111.

You would be receiving 4 GPRS Settings. They are bsnl-wap, bsnl-internet, bsnl-mms and
cellone-portal. You can set any one of these settings as default (Active)
1. Bsnl-internet for all html sites, these settings are supported by high end mobiles only. Set
these settings as active (default) settings, if your mobile supports.
2. bsnl-wap is supported by all mobile. These settings can be used for accessing all WAP enabled
sites and mobile formatted Ehtml sites.
3. bsnl-mms settings are for sending Multi media messages. All most all GPRS mobiles support
this facility. So set these settings as active (defalult) settings

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

4. cellone-portal settings are for downloading premium content like Ringtones, wallpapers,
animations, themes, games etc. All GPRS mobiles support these settings. Set these settings
active (default) for downloading content. Browsing is free for these settings and you would be
charged for only the downloaded content

After your GPRS activation is completed, pl switch off and switch on once for accessing GPRS services.

Min. Balance to avail GPRS and MMS facility (prepaid Customer):

Minimum Balance is required for accessing GPRS

Rs 200/- for BSNL-PORTAL (portalsouth.cellone.in APN).

Rs 50/- for other settings (other APNs).

If balance goes below Rs 50/- GPRS service will be barred.   GPRS service will be restored with in 24
hrs of  after recharging. The mobile should be turned off and turned on once for restoration.

What is MMS and how to compose MMS in a mobile?

MMS is a part of the GPRS facility, through which one can send and receive multimedia
messages (which can be a still photo or audio/video clip, including a text message). All one
needs to do is get appropriate settings for MMS for your mobile from BSNL call centre
(9400024365). You may find the information given below useful.

Compose MMS
Click Messaging -> Create New Message ->select Multimedia Message Click "Add Photo" and
select photo from your photo album  AND/OR
Click "Add Audio" and select ring tone in your audio album  AND/OR
Click "Add Message" to input text    AND/OR
Click "Text Effect" to select font size, color and position  if available
Click "Frame Effect" to select one of the frame from many choices.  if available
click "Preview MMS" to preview your MMS message. .
Click "Save MMS" to finish.
Send MMS

    You can send MMS, when click "Back" after save MMS, or select MMS and click "send
MMS".    Click "Next step" and input Mobile Number  or Email ID

You can Send/Receive MMS to all BSNL and MTNL GPRS/MMS subscribers. Others will get
MMS Notification (means Text msg ) only.

12. MOBILE NEWSPAPER SERVICE

This is a new value added service under cellular services (both prepaid and postpaid GPRS
subscribers) in the name of "MOBILE NEWSPAPER" (mPaper) the WAP portal of BSNL "Cell One
Safari".The various features of the mPaper service are as follows :-

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

a. Auto image and text resizing.

b. All newspaper sections, except classifieds.
c. Search on the newspaper contents.
d. My store (for saving particular articles for future reference)
e. Sharing/sending of news through MMS.
Tariff :
A free trial period of one month after the launch of service is offered. After free
trial period monthly fixed charges will be as follows :
One newspaper Rs. 30/- per month

Three newspaper Rs. 50/- per month

The above tariff will be applicable from 16.03.2007
13. PRBT

"PRBT services" means the Personalised Ring Back Tone services. PRBT is a subscriber
feature which provides a subscriber the capability/ flexibility to customize the ring back tone by
substituting the traditional ring back tone with an audio content. User can select any of the BSNL
Tune, personal greeting and any other available sound file as his BSNL Tunes. The callers will
hear the personalized ringback tone when they call him instead of the normal ringing tune. A
user can set default ringback tune for all the callers or set special tone for any person or group.
User needs to call 56700 to subscribe to this service.

BSNL will charge the user on the basis of RBT in his/her profile. The monthly
subscription charge is Rs 20 which is fixed for every month. In addition a user is charged for the
tunes available on his play list. A premium RBT costs Rs 12 and non premium RBT costs Rs 9
per month.

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

    Postpaid Plans
(updated on 10.06.2008)

Plan-198 Plan- Plan-299 Plan- Plan- Plan- Plan-

Particulars Plan-99 Plan-550 Plan-999
SMS Power 225 One India 325 490 525 725

1. Initial one time payment in Rs.

a. Registration
500 500 500 500 500 500 500 500 500 500
amount (Note IV)

b. Activation
100 100 100 100 100 100 100 100 100 100
Charges

2. Security Deposit in Rs. (Note VI)

a. Local 500 500 500 500 500 500 500 500 500 500

b. Local+STD 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000

c. Local+STD+ISD 2000 2000 2000 2000 2000 2000 2000 2000 2000 2000

d. Local+STD+ISD+
International 5000 5000 5000 5000 5000 5000 5000 5000 5000 5000
roaming

3. Fixed Monthly
99 198 225 299 325 490 525 550 725 999
Charges in Rs.

4. Free calls
/month (Worth 0 0 60 0 125 0 300 0 0 700
Rs.)

Plan-198 Plan- Plan-299 Plan- Plan- Plan- Plan-

Particulars Plan-99 Plan-550 Plan-999
SMSPower 225 OneIndia 325 490 525 725

5. Call Charges/Min in Rs.

6. Pulse rate (For

intra/inter circle 60 60 60 60 15 60 15 60 60 15
calls)

A. Intra circle calls (Rs./Min) (Local Calls)

(i) To GSM
1.00 1.00 0.60 0.40 0.50 0.40 0.40 0.40 0.00 0.60
(Own network)

(ii) To GSM (Others

1.00 1.00 0.90 0.60 0.80 0.60 0.40 0.60 0.40 1.00
network)

(iii) To Fixed/WLL
1.00 1.00 0.90 0.60 0.50 0.60 0.50 0.60 0.40 0.60
(Own network)

(iv)To Fixed/WLL
1.00 1.00 0.90 0.60 0.80 0.60 0.80 0.60 0.40 1.00
(Other network)
0.20 0.20 0.20 0.20 0.20 0.20 0.20 0.20 0.20 0.20
Reduced call
charges to any two

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

BSNL numbers
B. Inter Circle Calls(Rs./Min) (STD Calls)

(i) GSM
1.20 1.20 1.20 1.00 1.00 1.00 1.00 1.00 0.40 1.00
(Own network)

(ii) To GSM
1.40 1.40 1.20 1.00 1.20 1.00 1.00 1.00 1.00 1.00
(Other network)

(iii) To Fixed /WLL

1.20 1.20 1.20 1.00 1.00 1.00 1.00 1.00 0.40 1.00
(Own network)
(iv) To Fixed/WLL
1.40 1.40 1.20 1.00 1.20 1.00 1.00 1.00 1.00 1.00
(Other network)
Reduced call charges
to any one BSNL
0.60 0.60 0.60 0.60 0.60 0.60 0.60 0.60 0.20 0.60
Fixed/WLL number
(note)
Plan-198 Plan- Plan-299 Plan- Plan- Plan- Plan-
Particulars Plan-99 Plan-550 Plan-999
SMSPower 225 OneIndia 325 490 525 725

C. ISD Calls(Rs./Min)
ISD PULSE RATE
60 60 60 60 15 60 15 60 60 15
(Sec)
(i) USA, CANADA,
7.20 7.20 7.20 7.20 7.20 7.20 7.20 7.20 6.00 7.20
UK,Sri Lanka 

(ii) Europe (Other

than UK),
Singapore, Thailand,
Malaysia, Indonesia, 9.60 9.60 9.60 9.60 9.60 9.60 9.60 9.60 8.00 9.60
Hongkong,Kuwait,
Bahrain, UAE, Oman
and Qatar

(iii) Rest of the

12.00 12.00 12.00 12.00 12.00 12.00 12.00 12.00 10.00 12.00
world

7. SMS Charges

A. Plain P2P SMS (Max 160 char/SMS) in Rs.

a. Local (within LSA)

(i) Own network 0.50 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.00 0.50

(ii) Other network 0.50 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.40 0.50

b. National (Outside LSA)

(i) Own network 1.00 0.40 0.80 0.80 0.80 0.80 0.80 0.80 0.40 0.50

(ii) Other network 1.00 0.40 0.80 0.80 0.80 0.80 0.80 0.80 0.40 0.50

c. International SMS 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 5.00 3.00
2000
(1500 (Own
d. Free SMS in 100(Own
Nos/month network) network) + -- -- --   --   --  
500 other
n/w)

e. Free SMS worth -- -- 30 -- 40 -- 40 -- -- --

Rs. /month

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

B. Plain non-P2P
2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00 2.00
SMS/ SMS in Rs.

C. Premium non -
As determined by the content provider
P2P SMS

D. SMS Delivery
0.10 0.10 0.10 0.10 0.10 0.10 0.10 0.10 0.10 0.10
report/ SMS in Rs.

Plan-198 Plan- Plan-299 Plan- Plan- Plan- Plan-

Particulars Plan-99 Plan-550 Plan-999
SMSPower 225 OneIndia 325 490 525 725

8. Roaming call charges with 60 seconds pulse rate (Rs./Min)

A. National Roaming

a. Fixed monthly
charges*
--   -- -- --   --   --  
b. Outgoing calls
within the visited 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
LSA

c. Outgoing calls
1.50 1.50 1.50 1.50 1.50 1.00 1.50 1.00 1.00 1.50
beyond visited LSA

d. Free Incoming 300

-- -- -- -- -- -- -- -- --
calls /month mintues

e. Incoming calls 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 0.65 1.00

f. Outgoing SMS
(max 160 1.00 0.80 0.80 0.80 0.80 0.80 0.80 0.80 0.80 0.80
characters)

B. International Roaming (Note V)

a. Fixed monthly
99 99 99 99 99 99 99 99 99 99
charges

b. Call charges As per note II

GPRS Usages
Nil Nil Nil Nil Nil Nil 5MB Nil 5MB Nil
Free/Month

NOTE

Note : Plan 99(Student Power), plan 100 and plan 140 have been merged in new Plan -99 w.e.f. 11
June 2008.

Note I. 200 SMS(Local) is available with all new connection which is valid upto two months from the
date of activation

Note II. Charges for calls made or calls received while international roaming or SMS sent will be as
levied by foreign operator (inclusive of tax) and surcharge of 10% on such amount. In case foreign
operators do not levy any charges for incoming calls, then a sum of Rs. 40 per minute + actual  ILD
charges applicable in the home network).

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

Note III. Local CUG facility is now available for  all postpaid plans for all customers.

Note IV. Registration charge is applicable when connection is not available on demand, it is non-
interest bearing and adjustable in the first bill.

Note V. International in-roamer means the foreign subscribers visiting India and using BSNL Cellular
network. Outbound roamer means BSNL subscribers visiting abroad and using the network of a
foreign cellular operator.

Note VI. Security deposit is non-interest bearing but refundable upon surrender subject to clearance
of dues. No security deposit is required for local/STD from the following categories :

 BSNL Employees.

 Employees of Central/State Government and central PSUs.

 Bank employees, who give ECS mandate from their own bank.

 Central/ State Government and Central PSUs.

 Corporate Customers (minimum 5 connections in corporate name)

 Exisitng BSNL subscribers upon request with following conditions :

(a) Fill up a mandate form to allow existing deposit of PSTN phone (Basic Telephone) towards
outstanding of the cellular phone.
(b) Connection to be applied in the same name as PSTN.
(c) Category of the connection (Local/STD) remains same as PSTN.

For ISD facility, security deposit payable as above and liable to be enhanced based on default in
payment in etc. as in case of PSTN telephones.

Note VII. An optional facility at reduced STD rate on calls made to one BSNL Fixed/WLL
number @Rs. 0.20/Min under plan -725 and Rs. 0.60/Min in all other postpaid plans has
been introduced.  A customer can either choose two BSNL (Fixed/WLL/Cellular) numbers
for intra circle calls @ Rs. 0.20/Min or choose one BSNL Fixed/WLL/Cellular number for
intra circle call and one BSNL Fixed/WLL number for inter circle call any where in India.

Note VIII. Activation charges of Rs. 100 may be waived-off for corporate customers taking
minimum 5 connections at a time with a minimum commitments of 6 months

Note IX. Service tax as applicable will be extra.

Note X. These changes will take effect from 11th  June 2008.

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

CORPORATE & NON-CORPORATE VPN TARIFF

Particulars Plan-140 Plan-225 Plan-299 Plan-325 Plan-525

Monthly rental in Rs. 140 225 299 325 525

VPN Size Fixed monthly VPN charges / DEL in Rs.

3 to 25 100 75 50 50 0

26 to 999 75 50 50 25 0

more than 999 50 25 25 0 -25

Call charges within VPN (Rs./Min) Free Free Free Free Free

Call charges outside VPN (Rs./Min) As per respective plan

Other terms and conditions As per respective plan

Terms and conditions

 The above VPN/CUG facility is available in the same licensed service area (LSA) only.
 Minimum number of connection for the above VPN/CUG is 3. No restriction on the mix of plan
for forming VPN/CUG groups.
 CUG/VPN facility under plan 140 is for corporate customers only.
 Existing VPN/CUG groups may be charged as per above.
 Migration to these plans from other existing plans and vice versa is permissible without any
additional charges.
 Service tax and educational cess as applicable will be extra.
 The scheme is in effect from 15-04-2006.
ZONAL VPN / CUG TARIFF
Particulars Plan - 325 Plan - 525

Monthly rental in Rs. 325 525

Monthly VPN Charges per DEL

VPN Size
in Rs.

3 to 25 175 100

26 to 999 150 75

more than 999 125 50

Call charges within VPN (Rs./Min) Free Free

Call charges outside VPN (Rs./Min) As per plan As per plan

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

Other terms and conditions As per plan As per plan

COMPARE VARIOUS PLANS

Financial implications (Rs. per month)

after considering loyalty discount, service tax and interest* as on 11.06.2008

Plan-550
Plan-299 (Free
Calls in Plan-SMS
Plan-99 Plan-225 (One Plan-325 Plan-490 Plan-525 incoming Plan-725 Plan-999
minutes Power
India) in
roaming)

100 225 336 280 407 372 622 597 689 858 1129

200 332 443 368 471 376 686 597 753 894 1129

300 493 550 456 535 449 750 597 817 931 1129

400 546 657 544 600 521 814 597 882 967 1129

500 653 764 631 664 593 878 597 946 1003 1129

1000 1188 1299 1071 984 955 1199 840 1266 1185 1142

* Traffic pattern has been taken as per TRAI guideline:

C2C Local - 59%, C2F Local - 20%, C2C STD - 14%, C2F STD - 7%
 For calculating financial implication interest on Average security deposit has been considered @ 8% p.a.
and service tax @ 12.36% has been considered.
 For calculating bill amount ISD charges have not been considered.

 Tariff updated upto 11.06.2008

Note  
A. Plan 99, Plan 100 and Plan 140 have been merged w.e.f. 11.06.2008.

B. Plan 100 - applicable to all customers. No security deposit is payable for Local and STD facility
for  employees of Cental /State Govt. / Central PSU  and retired pensioners/ family pensioners of
Central/ State/ Central PSUs. .For others normal security deposit is applicable.

C. Financial implication of SMS Power include Rs.99 plan charges against which 2000 SMS (local +
national) to BSNL network is given free.

 
 

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

BSNL MOBILE PREPAID TARIFF

BSNL Mobile prepaid service offers you a host of value added services and unmatched
features not found in any other Cellular service. All India roaming facility is also available on
BSNL mobile prepaid service.
Initial activation charges for Prepaid Mobile is only Rs. 200/- and free talk value of Rs. 50/-
is given to all subscribers.
BSNL Mobile Pre paid cards are available in the denominations of Rs. 70,150, 300, Rs. 500,
Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120 and  180 days
respectively.

Moreover, on any later date if you want to convert your BSNL Mobile pre-paid scheme to
post paid scheme it can be done without paying any additional activation charge. The
unutilized balance amount will not be adjusted in the post-paid scheme. (this
conversion facility is subject to technical feasibility). l

Prepaid Plans
(updated on 10.06.2008)

1. Initial Charges on taking the connection

Saral Super One
  General
Anant India
a. Initial SIM value/activation charges
Rs. 112 Rs. 495 Rs. 112
(inclusive of service tax @12.36%)
b. Free talk value on initializing the SIM Rs. 30 Rs. 65 Rs. 30
c. Other charges NIL NIL NIL

2. Call Charges
A. Intra circle calls (Rs./Min)

Saral
  General
Anant
Super One India

Pulse rate (Second) 60 60 60

Own Network 0.90 1.00 0.50

(i) To GSM
Other Network 0.90 1.00 0.80

Own Network 0.90 1.00 0.50

(ii) To Fixed/WLL
Other Network 0.90 1.00 0.80

  (iii) Reduced call charges to    Own Network 0.20 0.50 0.20

any two BSNL numbers
B. Inter Circle Calls(Rs./Min)

  General Saral Super One India

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

Anant
Pulse rate (Second) 60 60 60

Own Network 1.20 1.50 1.00

To GSM /WLL /Fixed line
Other Network 1.50 1.50 1.00

  Reduced call charges to any    Own Network 0.60 1.00 0.60

one BSNL Fixed/WLL number (note)
C. International Calls (ISD) (Rs./Min)

Saral
  General
Anant
Super One India

Pulse rate (Second) 60 60 60

(i) USA, CANADA, UK & Sri Lanka 7.20 7.2 7.20

(ii) Europe (Other than UK), Singapore, Thailand,

Malaysia, Indonesia, Hongkong, Kuwait, Bahrain, UAE, 9.60 9.6 9.60
Oman and Qatar

(ii) Rest of the world 12.00 12.00 12.00

D. National Roaming Charges (Rs./Min)

Saral
  General
Anant
Super One India

Pulse rate (Second) 60 60 60

Roaming subscription (waived off w.e.f. 15 feb 2007) 0 0 0

Outgoing calls within visited LSA (Local) 1.00 1.00 1.00

Outgoing calls beyond visited LSA (STD) 1.50 1.50 1.50

Incoming calls 1.00 1.00 1.00

ISD Calls As mentioned above in point C

3. SMS Charges (Rs. per SMS)

Saral
  General
Anant
Super One India

Local 0.80 1.00 0.60

National 1.20 2.00 1.00

International 5.00 5.00 5.00

Delivery Report 0.10 0.10 0.10

Missed call alerts Free Free Free

SMS while Roaming (National) 1.00 2.00 1.00

Incoming SMS Free Free Free

Non - P2P SMS 2.00 2.00 2.00

Premium non - P2P SMS As determined by the content provider

4. GPRS Service

  General Saral Super One India

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

Anant
Activation charges 0.00 0.00 0.00

Volume based usage charges per KB in Rs. 0.02 0.02 0.02

Monthly subscription 0.00 0.00 0.00

5. MMS Service

Saral
  General
Anant
Super One India

Local/National  P2P (Rate per MMS in Rs.) 3.00 5.00 3.00

International  (Rate per MMS in Rs.) 8.00 8.00 8.00

M2P (Downloader to pay) As determined by the content provider

6. Miscellaneous

Saral
  General
Anant
Super One India

Recording Free
Voice mail facility
Retrieval O/G Charges

CLIP Free

Call forwarding (Only within same LSA) in Rs. Normal call charges

SIM replacement in Rs. 100

Replacement of defective SIM (BSNL fault) 0.00

7.  Card Values, validity, etc (for subsequent recharge)

RECHARGE COUPONS (Validity vouchers for Rs. 150 revised, Rs. 250 and Rs. 350 are introduced w.e.f.
15.03.2008) (Recharge Vouchers for super One India plan)

Card Value (Rs) 50 70 100 150 200 250 299 300 350 500 1000 2000 2500 3000 5000

Processing fee 25 40 70 100 70 190 249 0 280 0 100 0 0 0 0

Service tax +
Edu Cess  6 9 12 19 25 31 37 37 43 62 124 247 309 371 618
@12.36%

Sale Value (Rs) 56 79 112 169 225 281 336 337 393 562 1124 2247 2809 3371 5618

Talk value (Rs) 25 30 30 50 130 60 50 300 70 500 900 2400 2500 3000 6700

Validity (days) 10 15 30 90 30 180 30 30 365 50 120 180 300 365 450

Grace period
7 7 7 7 7 7 7 7 7 7 7 7 7 7 7
(days)

Additional Grace
Period for SIM 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
only (days)

Financial implication as per TRAI guidelines :

Traffic pattern has been taken as per TRAI guideline:

BRBRAITT October 2008

 BSNL Sales Promotion for GSM Mobile

C2C Local - 59%, C2F Local - 20%, C2C STD - 14%, C2F STD - 7%

Appro. minutes
of use available
on 28 33 33 56 144 67 81 333 78 556 1000 2667 2778 3333 7444
each recharge
coupon*

TOP UP COUPONS

Card Value (Rs) 10 20 50 100 200 500

Processing fee 2 2 0 0 0 0

Service tax + Edu Cess  @12.36% 1.24 2.47 6.18 12.36 24.72 61.80

Sale Value (Rs) 11 22 56 112 225 562

Talk value (Rs) 8 18 50 100 200 500

Validity (days) 0 0 0 0 0 0

Appro. minutes of use available on

9 20 56 111 222 556
each Top up coupon*

FLEXI Top up and C-Top up

Basic Price in Rs. Processing Fee in Rs.

10 to  49 2

50 and above 0

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

Tariff of Prepaid Student Power scheme under prepaid cellular services:

Sl. No Particulars Tariff
1 (i) SIM Price 60
Service Tax @ 12.36 % in Rs. 7.42
MRP of SIM 67
(ii) Activation /Recharge voucher in Rs. 120
Service Tax @ 12.36 % in Rs. 14.83
MRP of Activation /Recharge voucher in Rs. 135
Free talk value with Recharge voucher in Rs. 50
(iii) MRP of starter pack in Rs. 202
2 Validity of starter pack /recharge voucher 30 days
3 Grace period 7 days
4 Subsequent recharge with RCV (MRP in Rs). 135
5 Pulse rate in sec. 60
6 Call charge in Rs./min
a) Local- own network 0.90
b) Local- other network 0.90
c) Local- Reduced call charges * 0.20
d) STD- own network 1.20
e) STD- other network 1.50
f) STD- Reduced call charges * 0.60
g) ISD calls in Rs. /minute (60 sec. Pulse)
i). USA, Canada, UK, Srilanka 7.20
ii). Nepal 9.00
iii). Europe (Other than UK), Singapore, Thailand, Malaysia, 9.60
Indonesia, Hongkong, Kuwait, Bahrain, UAE, Oman, Qatar
iv). Rest of the world 12.00
7 Concessional night calling
Timing 11.00 PM to 7.00 AM
Local call to own network in Rs./Min 0.30
8 Roaming call charges in Rs./min
Local- O/G (within visited LSA) 1.00
STD- O/G (beyond visited LSA) 1.50
Incoming call 1.00
Outgoing SMS 1.00
9 P2P SMS charges in Rs./SMS
Local Free
National 1.00
International 3.00
10 Non- P2P SMS charges in Rs./SMS 2.00
11 All other terms & conditions As per prepaid general
tariff

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

*The customer can either opt two BSNL Landline/ WLL/ Cell numbers for intra circle calls @
Rs. 0.20/Min or opt one BSNL Fixed /WLL number for inter circle call @ Rs. 0.60/Min and
other for intra circle call @ Rs. 0.20/Min as above.

The tariff will be effective from 01-11-2008

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

QUESTION RELATED TO POSTPAID MOBILE

What are the services available free of cost along with the connection?
"There are a host of services, features available free of cost and pre-activated like roaming, CLIP, call
waiting/ call hold, voice mail etc."
How to get supplementary or additional value added services to the existing cell-one connection?
"By filling and submitting the value added service application form at customer service center, where the
original connection was taken"
With a local facility connection can I have roaming facility?
"No, for national roaming you need to have a minimum STD facility"
Whom should I contact for service related problems?
" For all service related problems our 24-hour help line number is 94000 24365.
What will be my billing cycle?
The billing period for all categories of BSNL Mobile Postpaid connection is monthly.
Can I get my bill in other city?
"Yes, you can get your bill in other cities provided you apply to the nearest CSCs of the place from where
connection is taken along with proof of address for the place you need to get your bills delivered"
Can I deposit my bills in other cities?
"Yes, bills can be deposited in other cities also either by cash or by Cheque but the Cheque shall be of the
city where payment is deposited."
What is detailed billing? Whether It is available for prepaid connections?
"In this detailed billing, detailed call wise (incoming and outgoing) will be given, the subscription fee is
Rs.50/- p.m. This facility is available for postpaid customer only."
How I can pay when I go on vacation / abroad for longer period?
"You may pay advance amount, which will be adjusted, in your future bills"
Whom to contact for excess charges/ billing related complaints?
You may write to the local BSNL administration giving details of excess charges and drop your
complaints in drop box or contact your CSC/ dealer.
Can I keep my BSNL Mobile Postpaid connection under safe custody? What are the charges?
"Yes you can keep your BSNL Mobile Postpaid mobile connection under safe custody. The charges are
Rs. 50 on each occasion + normal rent of the opted plan. For keeping your BSNL Mobile Postpaid
connection under safe custody, you may apply to nearest CSC/ dealer."
How to surrender the BSNL Mobile Postpaid mobile connection and get the security deposit
refunded?
You may apply on plain paper to nearest CSC/dealer from where connection is obtained. The security
amount will be refunded within 90 days at your billing address through Cheque. For details / difficulties
contact call centre
What should I do if my Mobile (SIM) requires PUK Number?
"The PUK No can be obtained from help line (9415024365) on giving mobile No. and SIM serial number.
The PUK No. should be entered carefully as wrong feeding of PUK No repeatedly will damage the SIM,
permanently"
What should I do if my SIM is damaged?
Damaged SIMs would be replaced afresh with same mobile number for replacement fee of Rs.200/- to be
deposited at any of our dealer/CSC.
What should I do if my SIM is lost?

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

"A new SIM with same mobile number would be made available after receipt of a copy of FIR of the lost
SIM, a deposit receipt of Rs.200/- as replacement charges and original receipt of the connection or
identity proof at the nearest CCN of the place from where connection is taken"
What are the guidelines for corporate connections?
A minimum of five connections is required to be booked in the name of the corporate along with requisite
documents. No security deposit is required for corporate connections. For details contact CSC.
I am having problem in sending or receiving SMS.
"In case of problem in sending SMS (first time), please check that correct service centre number
(+919417099997) is selected. For subsequent problem, check your memory box (Incoming or Outgoing).
If problem still continues, dial help-line 9415024365 to arrange needful action"
Is there any initial deposit for SMS? What is rental for SMS?
"There is no initial deposit for SMS. It is available with every connection. There is no rental charge for
SMS, however, usage charges are to be paid."
What are the charges for SMS in various plans? What is the SMS charge while subscriber is on
roaming?
"The SMS (Maximum 160 characters) are charged @ Re.0.40 per message within same license area.
Re.0.80 per message is charged for sending SMS to outside SA or while on roaming. All incoming
messages (SMS) are free"
What amount will be charged when subscriber A at Sitapur of UP (E) Cellular Circle Lucknow
makes a call to subscriber-B at Balia of UP (E) Cellular Circle?
Subscriber A will have to pay the local call charges only because both places are in the same license
service area whereas subscriber B has to pay nothing.
What amount will be charged when subscriber A of UP (E) Cellular Circle Lucknow while roaming
at New Delhi making a call to subscriber -B of UP (East) Cellular Circle roaming at (a) New Delhi
(b) Mumbai?
Subscriber A will have to pay the STD charges from Delhi to Lucknow in both cases whereas subscriber-
B (while receiving the call) will have to pay the STD charge from Lucknow to New Delhi for case (a) and
Lucknow to Mumbai for case (b) above.
What amount will be charged when subscriber A of UP (E) Cellular Circle Lucknow while roaming
at New Delhi making a call to subscriber -B of UP (West) Cellular Circle roaming at (a) Varanasi
(b) Mumbai?
Subscriber A will have to pay the STD charges from Delhi to Agra in both cases whereas subscriber-B
(while receiving the call) will have to pay the STD charge from Agra to Lucknow for case (a) and Agra to
Mumbai for case (b) above.
What amount will be charged when subscriber A of UP (E) Cellular Circle Lucknow making a call
to subscriber -B of UP (East) Cellular Circle roaming at (a) Meerut (b) Mumbai?
Subscriber A will have to pay the local call charges in both cases whereas subscriber-B (while receiving
the call) will have to pay the STD charge from Agra to Lucknow for case (a) and Lucknow to Mumbai for
case (b) above.
Can I send overseas SMS ( i.e. to foreign countries)?
Yes, you can send SMS to foreign countries.
Is there any rental or usage charge for VMS?
"There is no upfront charge, recording charge for VMS. There is no rental for VMS, however, retrieval of
message attracts the outgoing charges as per the plan selected by the subscribers."
Can I send mail from PC to BSNL Mobile Postpaid - BSNL Mobile?
"Yes, it is possible provided BSNL Mobile Postpaid subscriber has subscribed for UMS"

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

What shall be my BSNL mobile mail id?

The mobile mail id will be mobilenumber@bsnlumn.com provided BSNL mobile subscriber has
subscribed for UMS.
How to send Fax messages from PSTN fixed line network to the BSNL Mobile Postpaid BSNL
mobile and vice-versa?
BSNL mobile number needs to take subscription of UMS for sending Fax messages from PSTN fixed line
network to BSNL mobile and vice-versa
How to send SMS/email from website to BSNL mobile number?
SMS/ email can be sent from website to BSNL mobile number by using the BSNL mobile mail id which
is available upon subscription of UMS
In friend and family scheme what are the charges? Whether facility is available to both?
The friend and family Scheme is available unidirectional (to the applicant) within the mobile numbers of
same service area.

QUESTION RELATED TO BILLING COMPLAINTS

How to get a duplicate bill ?

  Duplicate Bills indicating the bill amount can be obtained from the Customer Relations Officer of
your Zone. The same can also be obtained from the Accounts Officer Telephone Revenue of your zone.
No fee is levied for this facility. Details of the outstanding bills can also be known through Interactive
Voice Response Systems (IVRS) wherever installed. Fax image of the bill can be obtained through
IVRS.
How to get rental rebate?
  Rebate in rental is provided suo-moto to subscribers when the services are interrupted over a
prolonged period due to departmental reasons.
Proportionate rental rebate will be given when the service is interrupted for a period ranging from 7 days
to 14 days
30 days rental rebate will be given to subscribers when the service is interrupted for more than 15 days
but less than 30 days
Pro-rata rental rebate will be given when the service is interrupted for more than one month. In all these
rebate cases there will be corresponding reduction in the number of free  calls allowed.
If rental rebate is not given automatically, the subscriber can represent to the Divisional Engineer
(Internal) of his telephone exchange.

How do I get reconnection after disconnection?

  a) If the reconnection is requested within 3 months from the date of disconnection, reconnection
will be allowed by the Customer Relation Officer after collecting the bill dues. The reconnection charge
will be levied through subsequent telephone bill. The reconnection is likely on the same day or the
following day. b) If it is more than three months, the cable pair and indicator number are not guaranteed.
However, if he applies for reconnection, it will be processed by the concerned AO (TR) after collecting
all the dues including reconnection charges. The security deposit will also be reviewed and further
demanded wherever necessary. c)In case of more than 6 months, such lines are treated permanently
closed. However, under the discretionary powers vested, the Deputy General Manager concerned may
approve for reconnection in which case the intervening rental is also to be levied in addition to pending
bills, reconnection fees and security deposit if any. In cases falling under (b) and (c) the reconnection AN
(NPO) will be issued to the field units for reconnecting the line.
Where do I get details about Outstanding Bills ?
  Outstanding telephone dues can be obtained from the Customer Relations Officer of your zone. The
same can also be obtained from your Accounts Officer Telephone Revenue of the zone if the bill is

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

outstanding for more than 3 months. Details of the outstanding bills can also be known through
Interactive Voice Response Systems (IVRS) wherever installed. Fax image of the bill can be obtained
through IVRS.
What is the due date of issue of telephone bill
  Telephone bills are issued to customers by the Heads of Secondary Switching Areas(SSAs).The
dates can be ascertained from the Heads of SSAs. The Telecom Circles/Metro Telephone Districts now
decide the date schedule for issue of telephone bills keeping in mind the twin objectives of better
customer service and improved collection efficiency.

QUESTION RELATED TO PREPAID MOBILE

What is BSNL Mobile - prepaid?

"BSNL Mobile - prepaid is the prepaid service, the countrywide mobile service from BSNL, with
minimum cost, maximum voice clarity and continuous coverage on all major national highways. Pre-paid
is that connection for which one makes the payment in advance to purchase the SIM card and he can use
it till its call value or validity period.
How do I avail a new BSNL Mobile - prepaid connection?
New BSNL Mobile - prepaid connections are available through our Mobile CSC/ distributor network in
all cities covered with mobile services.
How to register your account and get started?
"Once you purchased prepaid SIM card, simply insert your SIM card into your mobile handset. Switch on
your mobile set and dial 123 and you will be connected to IVRS, you can know the credit of your card,
you can also select the language. "
What are the services available free of cost along with the connection?
"There are a host of services, features available free of cost and pre-activated like zonal roaming, CLIP,
call waiting, voice mail etc."
How do I activate my BSNL Mobile prepaid connection?
"Upon receipt of your pre-activated BSNL Mobile prepaid SIM please dial 123; follow the prompts of the
IVRS computer to know your balance amount. Once the balance amount is known, your SIM is ready for
further use."
How to know account balance and validity in prepaid?
Dial 123 and follow the IVRS instructions
What is the validity period for prepaid?
Validity Period is the period of during which you are allowed to make or receive the calls and start with
the date activation of your SIM card.
When does the grace period start?
It is meant for recharging purpose and starts from the date of expiry of the validity period
Whom should I contact for service related problems?
"For all service related problems our 24-hour help line number is 9415024365. Additional information in
case of coverage, roaming etc. problem can be given on Mobile No. 9415020200. In case of non-maturity
of mobile codes/ calls from other places, the information can be given on Mobile No. 9415006611"
Do you allow roaming for prepaid cards?
Yes, All India roaming facility is available for BSNL Mobile prepaid customers.
What charges I need to pay when I receive a call from BSNL network/ any other networks? Is it
same if I am roaming to other circle?

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

"All incoming calls are free from BSNL network/ any other networks so long you are in your home
cellular circle. As such, there is no extra charge when you receive call from the network other than BSNL.
Incoming calls are charged while on zonal roaming and STD charges (of plan 225) from Lucknow to the
Level I TAX of the respective circle are to be paid."
Is there any additional security deposit or prerequisite for zonal roaming?
There is no additional security deposit for availing the zonal roaming.
Whether BSNL Mobile prepaid connection is ready to use or it is needed to recharge it
immediately?
"Yes, every new BSNL Mobile prepaid connection is ready to use. Presently the BSNL Mobile prepaid
connection is loaded with inaugural free talk value of Rs. 50/- and is available for 07 days from the date
of SIM initialization."
"What should I do when the validity of my card is expired? What will happen to the amount, which
is still available unutilized in my number?"
"After expiry of the validity of the card, the connection is required to be recharged by the scratch cards
(meant for same license service area). This recharge is to be done within the grace period of 15 days from
the date of expiry of validity if you want your balance unutilized amount also to be credited along with
the net call value of the new recharge coupon through which you are recharging. After expiry of the grace
period the balance unutilized amount will be lapsed.
During grace period no calls are allowed except emergency ( Toll free ) and IVR call.
What is recharge card?
"It is a card containing 16-digit secret code to extend your prepaid account. Recharge cards are available
in various denominations. When you purchase a recharge card, scratch the hidden portion on the recharge
card to know the secret code. Dial 123 and you will be connected to IVRS prompt menu. Choose option 2
to recharge, you will be prompted to enter 16-digit code. Enter the code followed by # Then your
recharging is activated."
What is lapsing of prepaid card?
In case you don’t recharge your prepaid card during grace period your account get ceased and you may
loose your mobile number
When to recharge the account?
"Whenever your talk time value becomes very low or validity period expires or about to expire, please
recharge your prepaid account, for that you will be prompted to recharge"
How can I recharge my BSNL Mobile prepaid connection?
"Recharge vouchers also known as scratch cards/cash cards of various denominations are readily
available through our distributor/retailer network and customer service centers. For recharge, dial 123
wait for IVRS announcement to select proper option to feed the secret code and follow the instructions, at
end you will be recharged with the appropriate amount.
Entry of wrong secret code repeatedly will debar the recharge facility associated with your number.
Once discharge option is debarred as above, you have to contact to help line 9415024365 or nearest CSC
giving the Mobile No, Scratch Card No and Secret Number of the Scratch card to release the bar of
recharge facility on your mobile number."
What is my new balance after I recharge my account?
"When you recharge your prepaid card, the new balance will be the sum of calling value (or talk time
value) of recharge card (after deduction of processing fee and service tax) and previous balance left."
Can we use our PSTN India Telephone Card card in BSNL mobile network?
Yes, ITC Card (VCC card) used in PSTN fixed line connection can be used in BSNL mobile network.

BRBRAITT October 2008

BSNL Sales Promotion for GSM Mobile

"If I am a subscriber of UP (east) area, can I purchase and use scratch cards available in other
areas like Punjab, UP (west), etc?"
"No, subscribers of an area would be able to use scratch cards meant for and available in his license area
e.g. a subscriber of UP (east) can recharge with scratch cards of UP (East) license area only but not of any
other areas like UP (west), Punjab, etc."
Can I send SMS to 52424 or 57333 etc. from BSNL cellular service?
Yes, BSNL has tie ups with many groups like Aajtak, NDTV, Indiatimes, Sify, Bharatmatrimony for
SMS based services.

BRBRAITT October 2008