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Sales Management Practices

in PTCL
Submitted To:
Sir Asghar Reza
Submitted By:
Mehwish Aqeel 8403
Mazher Uddin Akhter 7164
Samra Jaffery 7328
Mahjan 5775
Aimen Haleem 8337
Nuzhat Jabeen 6159


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Dedication
This report is dedicated to our course instructor Sir Asghar Reza.



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Introduction
PTCL is an abbreviated form of Pakistan Telecommunication Company Limited and is the backbone
of the country regarding Telecom.
The PTCL is the main communication authority in Pakistan which is partly government owned and
partly privatized entity. The organization works for the betterment of the telecom while holding about
2000 exchanges in Whole country with the largest landlines structure in the region.
PTCL Overview
Type Public
Traded as KSE: PTC
Industry Telecommunications corporation
Genre Telecommunication
Founded August 14, 1947
Headquarters Islamabad, Islamabad Capital Venue, Pakistan
Key people Walid Irshaid
(President, CEO)
Naguibullah Malik
(Chairman)
Muhammad Nehmatullah Toor
(SEVP, CFO)
Muhammad Nasrullah
Products Wireless
Telephone
Internet
IPTV
Revenue U.S. $1.24 billion (2012-2013)
Net income U.S. $155.2 million (2013)
Owner(s) Pakistan Government
Etisalat Telecommunications
Subsidiaries Ufone GSM
Website www.ptcl.com.pk




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We are going to highlight the sales management parameter in PTCL that are:
Leadership Vision
Sales Culture
Compensation
Training and Development
Performance Evaluation
These parameters are further divided into sub parameters which are essential; to find out the role of
sales department is balanced in overall organization or not.
1. Leadership vision
Leadership success always starts with vision. It enhances the motivation, morale, and performance of
followers through a variety of mechanisms.
1.1. Management Involvement
In PTCL higher administration is truly worried about deals and deals related issue. Their principle
destinations are Sales Volume & Sales Growth of the association. For better come about gatherings
are led consistently in which all higher administration (President, SEVP, EVP, and Business Team
Manager) and KAM (all area South, Central, North) sit together and examine week by week deals and
solidifies face throughout deals. Along these lines administration get include to talk about the issues
and give legitimate direction.
1.2. Sales in the eye of management
As notice above PTCL and Etisalat Senior Advisory group is specifically included in corporate deals.
1.3. Organizational Communication
Authoritative communication lays the cornerstone to each association for upbringing and prepping the
team of the organization. On the other hand, great and viable correspondence is obliged for great
human relations as well as for great and fruitful business.
The PTCL take after the both bearings, start to finish and the other way around. Although, sub-
ordinate's recommendations are currently divert. The upper level listens to lower level and influences
them to participate in the discourse in light of the fact that communication is likewise essential
equipment for inspiration, which can enhance confidence of the workers in an organization.
Organization ought to have compelling and expedient correspondence approach and systems to evade
delays, mistaken assumptions, disarray or contortions of realities and to build amicability around all
the concerned individuals and divisions.
1.4. Style of leadership
Leadership style is the manner and approach of providing direction, implementing plans, and
motivating people. As seen by the employees, it includes the total pattern of explicit and implicit
action of their leaders (Newstrom, Davis, 1993)
The PTCL take after the Democratic authority. This style includes the pioneer including one or more
representatives in the choice making methodology (figuring out what to do and how to do it). Be that


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as it may, the pioneer keeps up a definite conclusion making power. Utilizing this style is not an
indication of shortcoming rather it is an indication of quality that your workers will regard. This is
typically utilized when you have a piece of the data, and your workers have different parts. A pioneer
is not anticipated that will know everything this is the reason you utilize learned and gifted
individuals. Utilizing this style is of shared profit as it permits them to end up some piece of the group
and permits you to settle on better choices.
1.5. Marketing and Sales Conflict
" Sales offices have a tendency to accept that advertisers are distant with what's truly happening
with clients. Advertising accepts the deals energy is nearsighted excessively concentrated on singular
client encounters, inadequately mindful of the bigger market, and oblivious to what's to come. In
short, each one gathering frequently undervalues alternate's commitments."
In PTCL there is no showcasing for corporate deals, group specifically arrive at corporate office
through telephone or by references. Along these lines there is no clash confront between the
advertising and deals group as it happens in the other organization.
2. Sales Culture
Each business offers items or administrations, and its the level and gainfulness of these deals that will
at last manage how fruitful the business will be. Keeping in mind the end goal to expand the
achievement of any business its along these lines worth putting time and exertion into nurturing a
company-wide sales culture.
2.1. Ceremonies
PTCLs welcomed their countrywide sales management teams comprising consumer sales, direct and
indirect sales, corporate sales, contact centers, one-stop shops, wire-line and wireless departments to
shares their ideas which help PTCL to become more efficient and effective and also to enhance the
product and services which help to boost up the customers mind. Senior officials from the companys
Commercial, HR and Marketing departments, GM from different Regions also become a part of the
conference
2.2. Story
Most of the company does not rely on PTCL like PSO because they think that the quality services that
a PTCL gives are not according to their requirement. Most of the PTCL salesperson tried to make
them wrong and can sell their services to PSO. One of the sales representative of PTCL Mr. Shehzad
make it possible by convincing PSO and PTCL become successful to grab the T - account of PSO.
For doing this Mr. SHEHZAD gets the rewards from their senior executives.
2.3. Symbol
PTCL changes many symbol time to time but after its privatization Etisalat suggest this symbol hello
to the future which means we will provides our customers the latest technology
2.4. Selling Methodology
PTCL prefers teamwork and they also gives full awareness to their employee about the products to
make the sales successful. If the employee will not have the full awareness then he / she will not be


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able to sale the product. Other than this aggressive sales campaign and package development were
additionally attempted therefore, client base of IPTV administration expanded by 56% throughout the
year.
2.5. Language
English and Urdu both the languages are used in PTCL and it can formal and informal on the basis of
present situation and customers.
3. Compensation
PTCL management has been failed to design pay plan for its employees. Thus the employees cannot
enjoy company-profit like many corporate companies; they also cannot receive pay offered by the
government to its employees. PTCL hires people at market-based salaries, but their pay-packages are
quite disturbing and discouraging for the employees. Because in most of the areas two or three
employees or more that is working at the same levels get different packages. So, this difference needs
to be removed. Also, there is a gap between salaries of regular and contract based employees which
also need to be bridged. PTCL has to try to match with other companies in pay and benefits so that
their employees do not leave due to discrimination in salaries. Due to blockage of channel of
promotion and lack of career growth and less salary employee dissatisfaction is high. There was a
time when salaries of PTCL employees were used to be very high than the rest of the government
employees, but now their employees are getting far less pay than their competitors in other
government sectors, thats why they cannot make their two ends meet in this increasing inflation.
3.1. Quota Setting
In the previous government 75 percent sales quota was given to south but now quota setting in south
is unrealistic and unachievable. Previously 70% sales quota was meet from south but now PTCL is
shifting their business to central Punjab and north areas. This is the regional sales quota and further
division of sales quota is segmental which is key account managers but now a days quota setting at
managerial level is also unrealistic thats why cannot be achieved. PTCL platinum customers are
HBL, UBL, BANK AL FALAH and souths majority revenue is based on them.
3.2. Fixed Salary
Sales representatives salaries are fixed in PTCL. Weather they achieve their sales target or not their
salaries are fixed. Fixed salaries of PTCL employs are according to the governments pay plan.
3.3. Commissions and its delivery to employee
At the corporate level there is no concept of commission in PTCL sales representatives salaries are fix
at a certain amount weather they achieve their target or not. Before Etisalat commission and its
delivery to employees at labor level was vary unstructured lineman asked for large amounts for
giving telephone connections and fixing of problems but after handling over to Etisalat, commission
and its delivery to employees become very structured. Now lineman can get Rs 100 on ever problem
solving related to line which is reported by customers.
3.4. Trips
No trips are allowed to PTCL sale reps only trips for meeting at different cities within the country is
offered to employees from PTCL.


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3.5. Fringe benefits
PTCL has made structured pay plans for their employees after 2010s employee and management
negotiation. Now they increase salary once in a year, Increments are based on experience; all Bonuses
are on performance based, and allowances, free internet service, free telephone facility at office and
home, transport facility, medical facility and accommodation facilities are given as fringe benefits.
4. Training and development
It concerned with organizational activity aimed at bettering the performance of individuals and groups
in organizational settings. It has been known by several names, including "human resource
development", and "learning and development".
In case of PTCL, they consider their employees as assets therefore training and development plays an
important role not in lower level of hierarchy but also at higher level in January 23rd- 2012, PTCL
trains 115 senior executives for high effectiveness also PTCL encourages employees development.
1
For training and development company is focusing on these major areas:
4.1. Hiring criteria
There are two hiring criteria:
1. Indirect hiring (Within organization/ Promotion on seniority basis)
2. Direct hiring
For direct hiring, PTCL offers internship programs, direct online recruitments and advertise vacancies
in one of the following departments:
Accounts & Finance
Audit Business Process
Commercial Corporate Affairs
Corporate Strategy Customer Care
HR & Administration Information Technology
Legal Affairs Marketing
Medical Operation
Public Relations
Sales & Distribution
Technical Training & Research
WLL Engineering
The potential candidate must be hard worker plus having sound knowledge for the required field.
4.2. Orientation to company
Since PTCL is an administration based organization in this manner they accepted that part of
preparing and advancement in an administration included relationship is commonly all the more in
correlation with what it has in an assembling included association. This part gets to be huger in a
circumstance where the need to change authoritative society is well-known as the most obvious issue
and the hardest barrier on the best approach to hierarchical development.


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4.3. Ongoing training (Functional and Soft skills)
PTCL gives both useful level preparing and in addition managerial (soft skill) preparing. According to
organization standards the aptitudes need to be created, ability need to be upgraded for which
preparing and improvement office is available to them to provide food their preparation needs. Also,
preparing need dissection of OSS (One Stop Shop) staff was likewise attempted to enhance
administration conveyance. An Annual Training Calendar for administration staff was presented
which encouraged extensive preparing projects to improve aptitude sets as well as to make
consciousness of the tests and open doors in the business. For non-administration staff, delicate
abilities preparing projects were attempted to enhance the conduct in this way enhancing associations
with inner and outer clients. They guarantee that preparation and advancement group might never
miss an open door to help towards the improvement of the organization. Preparing and Developments
is assuming a fundamental part in changing PTCL from a legislature segment association to corporate
division organization. They think about every representative of the organization as their client and
immovably accept that gathering their desire might help them to attain client fulfillment. Business
work and unified obligations were completely rebuilt with the goal to encourage administration
conveyance to the clients by territorial administration as their prime obligation. To further enhance
and streamline the courses of action according to today's business substances, the new HR Policies
Manual was sanction by the Board and is, no doubt executed all around the association.
4.4. Job enrichment
Skill assessment of corporate deals staff was conveyed out to recognizing the zones of change in this
way furnishing the concerned staff with most recent available skill sets to do their obligations
successfully.
For the recognized successors (Succession Planning Exercise), improvement anticipates distinctive
foundation is continuously embraced. Additionally, PTCL's hajj Scheme kept on being gained well by
representatives whereby main 10% entertainers were given the opportunity to be chosen to perform
hajj at Company's costs through a destination balloting framework.
4.5. Support for education
As a component of its Corporate Social Responsibility (CSR) activity, Pakistan Telecommunications
Company (PTCL) partook in Afaq Educational Expo-2012 in Quetta to expand help for instruction in
Baluchistan and make mindfulness about most recent Information and Communications Technologies.
The three day long expo expected to give the best and effective instructive & taking in environment to
the adolescent of Baluchistan. The expo gave a stage to instructive establishments and instructors to
impart their mastery to people. Different organizations likewise showcased their items and
administrations.
PTCL sees it as its corporate obligation to help and partake in such occasions to outfit the inventive
potential of the young. People, educators and open went by PTCL stall where they encountered the
most recent offerings of PTCL through live exhibitions by exceptionally prepared PTCL staff at the
event.
The presentation gave a huge open door to the young to showcase their abilities and abilities through
Science Exhibition, Science Quiz, Art Competition, Games and Mathematics Quiz.


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PTCL most recent 3g EVO Wingle and different remote items remained one of the highlights of the
show and created enormous investment.
5. Performance evaluation
A performance criterion is a description of the characteristics, which will be in consideration when
judging of performance task occurs. This foundation holds significantly more than how a
representative does the work. Workers are appraised on how well they do their employments
contrasted and a set of norms controlled by the business.
5.1. Frequency of evaluation
Executives perform work execution assessment on a yearly or half-yearly premise. The reason for this
is to give workers differentiation when work is carried out well or bring up issues that need
consideration. There are no situated in-stone controls about the recurrence of occupation execution
assessment, as it is dependent upon the business and the organization arrangement being referred to.
In PTCL they utilize quarterly based assessment for representative.
5.2. Criteria for evaluation
To measure the execution there are few and benchmarks and benchmarks, which an association need
to take after, on account of PTCL as well. Their fundamental destinations are as follows:
Improvement in Performance
Effectiveness, Efficiency, Productivity, Motivation
Training & Development Needs
Career Planning & Development with Personal and Employee Development
Staffing (Recruitment & Selection)

5.3. Methodology
There are numerous execution assessment strategies however in PTCL they utilize Rating scale for
execution assessment.
RATI NG SCALE
Every Employee quality or trademark is evaluated on a bipolar scale that typically has a few focuses
going from "poor" to "incredible" (or some comparative course of action). The characteristics
surveyed on these scales incorporate worker qualities, for example, collaboration, correspondences
capacity, activity, timeliness and specialized (work aptitudes) capability. The nature and extent of the
attributes chose for consideration is constrained just by the creative energy of the scale's fashioner, or
by the association's have to know.
5.4. Feedback on evaluation results
In PTCL, feedback criteria is of two ways that is managers can give feedback to their subordinates as
well as subordinates also give feedback to their managers. And if the issue is about of concern they
take it into consideration (in both ways).



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5.5. Rewards
It is a framework in which a representative is remunerated on the viable and productive obliged
execution. PTCL has an extremely sorted out and powerful remunerate framework as stated by the
principles and regulations of Government of Pakistan. The prizes, profits, recompenses that are
offered by PTCL for its representatives and laborers and officers are as takes after:
FI NANCI AL REWARDS
Pension 60% to 65% of basic pay Disability Pension as per Government Rules Death Benefits Funeral
amount + 5-6 month pay Loan Facility Car & motorcycle loan will be deducted from monthly salary
Provident Fund 8.25% of salary + interest of 15%
NON-FI NANCI AL REWARDS
Maintenance Company provides maintenance of Employees car & motorcycle Pick & Drop Busses
are used for this purpose Accommodation Own flats for lower staff (1 - 15thgrade) Colonies and Full
furnished houses for high rank officers and Top management (17th to 21s Grade Officers).



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Matrix
The weight assigned as per the importance of each parameter in company where1= low and 5 = high
(at 5 point of scale) and 0 = nil.



Sales Management Parameters Sub Parameters Score

Leadership Vision
Managements involvement 4 25
Sales in the eye of management 5
Organizational Communication 4
Style of leadership 3
Marketing vs. Sales Conflicts 2

Sales Culture
Ceremonies 3 25
Stories 4
Symbols 2
Selling methodology 4
Language 4

Compensation
Quota Setting 2 25
Fixed Salary 5
Commissions and its delivery to employee 0
Trips 2
Fringe benefits 4

Training and Development
Hiring criteria 5 25
Orientation to company 4
Ongoing training (Functional and Soft skills) 4
Job enrichment 3
Support for education 3

Performance Evaluation
Frequency of evaluation 4 25
Criteria of evaluation 4
Methodology 2
Feedback on evaluation results 3
Rewards 4


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Radar

Conclusion
The radar chart shows that there are imbalance sales parameters in PTCL therefore focus on less
considerable areas.

0
1
2
3
4
5
Leadership Vision
Sales Culture
Compensation
Training and
Development
Performance Evaluation
PTCL sales' parameters
Weighted score


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Appendix 01(Questionnaire)
1. Brief introduction of company
2. Please let us know in brief about following:
a. Sales culture:
Ceremonies and rites
Stories
Symbols
Language

b. Basic compensation
Salary
Commissions
Fringe benefits

c. Special financial incentives
Bonuses
Contests
Trips

d. Non financial rewards
Opportunity for promotion
Challenging work assignments
Recognition

e. Sales Training
Initial
Ongoing
Sales meetings

f. Leadership Style
Personal contact

g. Performance evaluation
Method
Performance
Activity
Publicity

Thank you for your time


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Appendix 02(Visiting cards)