Arrbey Business Education

Jakarta, February 6, 2004

No. 147/ArrbeyEdu/II/04

To:
Mr. Richard Donald H. Krikhoff
Head of Product and Sales Training Group
PT. Telekomunikasi Seluler
Graha Surya Internusa Lt.14
Jl. HR Rasuna Said
Jakarta Selatan

Up. Mrs. Winny Widiastuti and Mr. Andre Murtantyo

Subject: InCompany Training Proposal

Dear Sir,

Continuing our discussion on Telkomsel office, herewith we proposed In Company training

proposal with title “GraPARI Sales and Service Enhancement Program ’.

We are hoping this proposal could meets your expectation. Thank you for your kind attention and
cooperation.

Best Regards,

Risca A. Therik
Client Service and Administration Manager

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education

Proposal
In Company Training

GraPARI
Sales and Service
Enhancement Program

PT. TELEKOMUNIKASI SELULAR

Jakarta, February 2004

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
Proposal In-Company Training
PT. TELEKOMUNIKASI SELULAR

Back Ground

In order to win competition in cellular business, company need to improve their employee
skill especially in sales and service. The sales and service skill of the employee are not
only to persuade customer to buy but also to retain customer relationship in long term.

A. Program

Title : GraPARI Sales and Service Enhancement Program

Objective : Prepared PT. Telkomsel employee to improves their service

quality to customer in order to meet Corporate Culture (PT.
Telkomsel) and enhance Sales, Customer Service and
Financial Performance

Participants : GraPARI Managers of PT. Telkomsel

Duration : 18 effective hours, will be held in 3 (three) days

Time : Will be scheduled later

Training Method : 1. Presentation

2 2. Class Discussion
3. Team Discussion
4 4. Role Play

Trainer : Arrbey Indonesia’s Trainers Team and Internal trainer of

PT Telkomsel

B. Program Details
Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
Topics : GraPARI Sales and Service Enhancement Program

Subject : 1. Pre-test
Evaluating participants how good their understanding about
daily operational procedure in GraPARI.

2. Effective Selling Framework

Consist of:
- Sales Motivation
- Sales Communication Skill
- Selling Technique

The objective of this session is to increase participant’s ability

in communication and selling technique.

3. Increase the Sales Performance through Direct Sales (1)

Consist of:
- Passive Sales
- Customer Mapping
- Market Analysis
- Sales Performance Analysis (Kartu HALO, simPATI
perdana, and voucher simPATI)
- Customer Service Officer Performance Enhancement

The objective is to give direction to participants how to

understanding customer and analyzed market situation. In
this part participants will be given how to evaluate the
performance of sales team and customer service.

4. Increase the Sales Performance through Direct Sales (2)

Consist of:
- Proactive Sales
- Sales Officer Performance Enhancement
- Sales Kit Availability Analysis
- Product Availability Analysis
- Increase Sales Event Effectiveness

After completed this session the participants expectedly could

be analyzed sales kit and product availability. Also could
measurement sales event effectiveness.

5. Increase the Sales Performance through Indirect Sales (1)

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
Consist of:
- Channel Performance Measurement
- Telecommunication’s Sales and Service Outlet Analysis
(Channel Structure Analysis)
- Telecommunication’s Outlet Profile
(Firm Wide Relationship Matrix)
- New Outlet Acquisition Program

The participants request to describe how good their

understanding about channel structure and outlet profile. The
objective of this session is optimizing participant’s skill to
handling and analysis channel member.

6. Increase the Sales Performance through Indirect Sales (2)

Consist of:
- Marketing Performance Measurement
- Product Management
- Supply-Demand Analysis
- Balancing the Supply and Demand
- Dealers Training
- Information Exchange on Selling
- Channel Planning

The objective’s to evaluate marketing performance and

analyzing supply-demand and channel planning.

7. Sales Promotion
Consist of:
- Marketing Communication
- POS Material
- Outdoor Media Advertising
- Personal Communication
- Promotion Program
(Example: TVC, Print Ad etc)

After completed this session, the participants expectedly

could manage sales promotion program and material.

8. Corporate Image
Consist of:
- Role of Sales and Service Officer
- Corporate (TELKOMSEL) Positioning
- Maintain Corporate Image

This session provide role of sales and service officer, and

describe corporate positioning. At the end, every participant
Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
could understanding corporate objective and maintain
corporate image.

9. Increase the Service Quality

Consist of:
- Service Attitude and Motivation
- Service Standard
- Customer Service Officer Attribute
- Service Standard Operating Procedure
- Service Infrastructure
- Service Complaint Handling

This practical program enhances service attitude and skill.

10. Customer Management

Consist of:
- Consumer Behavior
- Customer Database
- Market Potential
- Customer Data Analysis
- Customer Loyalty Program

The objective’s to train participant skill in understanding

customer, recognized potential market and maintain
customer.

11. Financial and Administration Performance

Consist of:
- Financial Management
- Accounting Management
- Billing & Collection

This part describes other functional management that

supporting marketing activities, that participant expectedly
could monitor sales performance through financial
measurement.

12. Human Resource and Leadership

Consist of:
- People Motivation
- Leadership

The objective’s to improved participant motivation in daily

activities and willingness to achieve great performance. And

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
generate participant ability to become a good leader and
working as teamwork.

13. Post Test

The last part of the program, every participant will be request
to fill some questions that describe participant understanding
on material given and their improvement after completed the
training.

B. PROFESSIONAL FEE
Professional fee Rp. 45.000.000,- nett.:
 All payment should be transfer to:
Account : PT. Arrbey Indonesia
Bank : Lippobank Tangerang Karawaci,
Account No. : 570-30-82222.2

 NPWP no. 02.331.003.0-402.000 an PT. Arrbey Indonesia (NON PKP)

Professional Fee includes:

1. Arrbey Indonesia’s Trainers Fee
2. Material and Seminar Kit
3. Pre and Post Test
4. Certificate

Professional Fee exclude:

1. Organizing Fee (room rental, meal, OHP, LCD, audio/video, etc).
2. Airline ticket and accommodation for trainer outside Jakarta (3 facilitators per
program).
3. Professional Fee for the trainer of Financial Training and Telkomsel’s Internal
Trainers
4. Transportation and other cost for field learning.
5. Any taxes that will be burn during the training.

Jakarta, Februari 6, 2004

Arrbey Indonesia,

Risca A. Therik
Client Service and Administration Manager

Training Schedule
Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
GraPARI Sales and Service Enhancement Program
PT. TELKOMSEL

First Day,
08.00 – 08.30 : Opening
08.30 – 09.00 : Pre - Test
09.00 – 12.15 : Effective Selling Framework
- Sales Motivation
- Sales Communication Skill
- Selling Technique
12.15 – 13.00 : Lunch
13.00 – 15.00 : Increase the Sales Performance through Direct Sales (1)
- Passive Sales
- Customer Mapping
- Market Analysis
- Sales Performance Analysis (Kartu HALO, simPATI perdana,
and voucher simPATI)
- Customer Service Officer Performance Enhancement
15.00 – 15.15 : Coffee Break
15.15 – 17.00 : Increase the Sales Performance through Direct Sales (2)
- Proactive Sales
- Sales Officer Performance Enhancement
- Sales Kit Availability Analysis
- Product Availability Analysis
- Increase Sales Event Effectiveness

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
Second Day,
08.00 – 10.00 : Increase the Sales Performance through Indirect Sales (1)
- Channel Performance Measurement
- Telecommunication’s Sales and Service Outlet Analysis
(Channel Structure Analysis)
- Telecommunication’s Outlet Profile
(Firm Wide Relationship Matrix)
- New Outlet Acquisition Program
10.00 – 10.15 : Coffee Break
10.15 - 12.15 : Increase the Sales Performance through Indirect Sales (2)
- Marketing Performance Measurement
- Product Management
- Supply-Demand Analysis
- Balancing the Supply and Demand
- Dealers Training
- Information Exchange on Selling
- Channel Planning
12.15 – 13.00 : Lunch
13.00 – 15.00 : Sales Promotion
- Marketing Communication
- POS Material
- Outdoor Media Advertising
- Personal Communication
- Promotion Program
(Example: TVC, Print Ad etc)
15.00 – 15.15 : Coffee Break
15.15 – 17.00 : Corporate Image
- Role of Sales and Service Officer
- Corporate (TELKOMSEL) Positioning
- Maintain Corporate Image

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com
Arrbey Business Education
Third Day,
08.00 – 10.00 : Increase the Service Quality
- Service Attitude and Motivation
- Service Standard
- Customer Service Officer Attribute
- Service Standard Operating Procedure
- Service Infrastructure
- Service Complaint Handling
10.00 – 10.15 : Coffee Break
10.15 - 12.15 : Customer Management
- Consumer Behavior
- Customer Database
- Market Potential
- Customer Data Analysis
- Customer Loyalty Program
12.15 – 13.00 : Lunch
13.00 – 15.00 : Financial and Administration Performance
- Financial Management
- Accounting Management
- Billing & Collection
15.00 – 15.15 : Coffee Break
15.15 – 17.00 : Human Resource and Leadership
- People Motivation
- Leadership
17.00 – 18.00 : Post Test

Wisma Bisnis Indonesia 14th Floor, Jl. Jend. S. Parman Kav 12, Jakarta 11420
Phone: 021-5325668 Fax : 021-5325669 E-mail: Indonesia@arrbey.com