Entrepreneurship, Employability and Customer Service
Entrepreneurship, Employability and Customer Service
This domain tests the business and people side of telecom work. Expect questions on costing a job, preparing a simple business plan, communication, service standards and handling customer complaints.
Core rules
- A business plan states the service, target customer, competition, costs, price and expected cash flow. It is a working document, not a formality.
- Costing includes materials, labour, transport, tools, overheads and contingency. Price must cover cost and contribute to profit.
- Keep records of invoices, purchases, warranties and service visits. Good records support tax compliance and repeat business.
- Customer service depends on clear communication, listening, punctuality, explaining technical choices in plain language, and honouring agreed response times.
- Employability requires punctuality, teamwork, safe work habits and accurate documentation.
Worked example
A cable installation uses 120 m of cable at ₹18/m, connectors and clips costing ₹450, and 6 hours of labour at ₹150/hour. Materials = 120×18 + 450 = ₹2,610. Labour = 6×150 = ₹900. Direct cost = ₹3,510. Add 10% overhead = ₹351, giving ₹3,861. A 15% profit margin on cost adds ₹579, so the quote is about ₹4,440. The reasoning separates cost from profit and shows why a low headline price can still lose money.
Traps that cost marks
Quoting only material cost; confusing profit margin with markup; promising a response time the team cannot meet; arguing with a customer instead of recording the complaint; and ignoring warranty terms.