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THH - Knowledgebase

KSA: Safe Pest Control

Identify if the client is new or existing client by checking the system or asking.

Pest Control: Questions - New Client (General Pest)
A) Price & Validation Questions:
1- Can I know what type of insect? 
2- May you confirm where do you see these insects? 
3- Please confirm how often and how many do you these insects?
4- May I know if you are in apartment or villa?
5- Can I know how many bedrooms you have?
6- May I know if you are in Jeddah or Al Riyadh?

B) Admin Questions:
1- May I have your full name?
2- May I know your full address? 
3- May I know from where did you hear about us?
4- May I have your email address?
5-May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job? 
5- May I know if you require the inspection report in Arabic? (Add in CF additional details)
Questions - New Client: Bed Bugs
A) Price & Validation Questions:
1- May you confirm where do you see these insects? 
2- Please confirm how often and how many do you these insects? 
3- Have you seen any bites or red rashes on your skin? 
4- Can I know how many bedrooms you have?
5- May I know if you are in Jeddah or Al Riyadh?

B) Admin Questions:
1- May I have your full name?
2- May I know your full address? 
3- May I know from where did you hear about us?
4- May I have your email address?
5- May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
6- In case if Arabic Clients and inspection only, would you like to receive the inspection report in Arabic or English?
Questions - New Client: Termites/Pigeons (Inspection)
NA
Questions - New Client: Rodent Control
A) Price & Validation Questions:
1- Can I know what type of rodents? 
2- May you confirm where do you see these rodents? 
3- Please confirm how often and how many do you these rodents?
4- May I know if you are in apartment or villa?
5- Can I know how many bedrooms you have?
6- May I know if you are in Jeddah or Al Riyadh?

B) Admin Questions:
1- May I have your full name?
2- May I know your full address? 
3- May I know from where did you hear about us?
4- May I have your email address?
5- May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
Pest Control: Questions - FAQs
1) If customer mentioned that he will move to a new home:
May I know if water and electricity are available?

Pest Control: Questions - Existing Client (General Pest)
Confirm the job Address
A) Price & Validation Questions:
1- Can I know what type of insect?
2- May you confirm where do you see these insects?
3- Please confirm how often and how many do you these insects? 

B) Admin Questions (Check system missing info):
1- May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
Questions - Existing Client: Bed Bugs
Confirm the job Address
A) Price & Validation Questions:
1- May you confirm where do you see these insects?
2- Please confirm how often and how many do you these insects?
3- Have you seen any bites or red rashes on your skin? 

B) Admin Questions (Check system missing info):
1- May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
2- In case if Arabic Clients and inspection only, would you like to receive the inspection report in Arabic or English?
Questions - Existing Client: Termites/Pigeons (Inspection)
NA
Questions - Existing Client: Rodent Control
Confirm the job Address
A) Price & Validation Questions:
1- Can I know what type of rodents?
2- May you confirm where do you see these rodents?
3- Please confirm how often and how many do you these rodents? 

B) Admin Questions (Check system missing info):
1- May I know if you will be in the property during the treatment?
If yes, May I know if you will pay by cash, card or payment link?
If no, May I know who will be the authorized representative to make a payment at end of the job?
Pest Control: Certifications

NPMA & Municipality 

FAQs
1) If customer asked: What is NPMA?
National Pest Management Association
https://npmapestworld.org/

2) If customer mentioned that he lives any other emirates than Jeddah and Al Riyadh:
Sorry, different city needs another license. Hence, we do not do jobs there.
Pest Control: Treatment Options
1- General Pest Management: Traditional Treatment  Click Here
2- General Pest Management: Organic Treatment 
3- Bed Bugs Click Here
4- Rodent Control Click Here
5- Bioagents (Product):  Click Here
General Pest- Treatment Steps
The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves.
The team can apply traditional treatment:
We use chemical-based solutions. It is recommended if there is high infestation.
The team will:
1) Assess the property to identify the source of pest infestation 
2) Spray of products.
3) Closing of small gaps and holes as part of addressing the source of infestation, kindly be reminded we cannot seal large gaps.(Inside & outside for villas)
4) Application of gels inside all cabinets and corners if you have ants or cockroaches. Please note that our team will not remove anything from the cabinets and drawers when spraying for PC.
Ensure all waste products are collected and disposed properly

Treatment video in English: Click Here
Treatment video in Arabic: Click Here

We have two types of contracts:
1- Monthly contract: It consists of two visits: 1 major visit that includes the treatment and 1 follow up visit  after 14 days that can be booked upon request within the month warranty not after. 
2- Yearly contract: It consists of 4 pre-scheduled visits in total: Initial visit, follow-up after 15 days, then 2 routine visits every 4 months.  Plus the 3 call out visits during the contract period, not after, upon request.
Contract can be transferred if clients relocate residence within the year. Price difference is applicable based on difference between home types and rooms.
100% Up-front payment non-refundable.
Pest Control: Treatment Steps - FAQs
1- If customer sent you a picture of a pest and you are not able to identify:
A) You can use https://images.google.com/ to search by the photo.
B) Ask in Cliq Channel the support channel.

2- Note for the agent if customer chose yearly contract:
The contract management team will communicate with you to send you both the contract and the payment link.

3- Note for the agent if the customer asked about what insects exactly do we cover:


Our treatment covers most types of insects: Ants, cockroaches, beetles, weevils, flies, mosquitos (Inside the property only, for outside, promote bioagents), spiders, silverfish, moths, wasp and booklice (yearly contract recommended).

Insects excluded: Bee, fleas, lice, ticks, lizards, scorpions and snake



Note for Ticks & Lice: Please treat the lice and ticks first with specialized doctor then we can proceed with the treatment. 

Termites, bed bugs, rodents and pigeons we cover in a separate treatment.



4- Note for the agent if the customer insists or wants our help to remove and empty the kitchen cabinets and drawers:
Sure, the team can you in that and it will cost extra 150 SAR. After 24 hours from the sprayers you will need to put it back.

5- Note for the agent if customer discussed the cracks that insects come from:
Minor cracks the technician will help but major it will be quoted differently.


Bed Bugs - Treatment Steps 
The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves.
We offer a one month contract chemical-based solution for the bed bugs. The contract consists of two visits: 1 major visit that includes the treatment and 1 prebooked follow up treatment after 14 days as the eggs of bed bugs would have hatched and we need to re-inspect the property and do further treatment if needed.
In case of finding bed bugs, our team will inspect the whole mattress with the bed frame. They will remove bedding and pillow cases to spray all joints and infested areas as well they will steam directly the buttons, labels, and seams. The mattress can be also sprayed in case of high infestation after your approval. If there is a boycott, the team will only do steaming and vacuuming as well as they will advice you to put it under sun light.
The bedside furniture will be checked and sprayed if required. For unreachable areas, vacuuming and steaming for the eggs will be applied to reduce infestation.
If the mattress is highly infested, the team may advice you to get rid of the mattress.
Ensure all waste products are collected and disposed properly

Treatment video in English: Click Here
Treatment video in Arabic: Click Here

Rodent - Treatment Steps

The scope includes Indoor and outdoor Rodents Control Treatment in the client's premises.

The team will inspect the premises to find out the Rodents activity areas and plan the treatment accordingly.

This includes inspection of the Kitchen/Washrooms false ceiling, Electrical Rooms pump rooms, water tank area and storage areas.

Indoor Treatment: Installation of Rodent Glue Traps/Snap Traps/Cages in the false ceiling of washrooms and Kitchen. The Traps will be re-checked after 04 days to dispose of any rats caught in the traps.

Outdoor Treatment: Installation of Rodent bait stations around the perimeters, especially in the garden, and garage area to create a defensive line against the rodents. 

Fix IPM Stickers inside the Bait Stations and Danger Sign Stickers on the top of the Bait Stations.

The Rodent Bait stations are fixed with the concrete ground with the help of screws. And anchored to any support in the garden area.

We have 2 types of contracts:
1- Monthly Contract: It consists of 2 visits: 1 major visit that includes installation of the traps and 1 follow up visit after 4 days from the major visit.

2- Yearly Contract: It consists of 15 pre-scheduled visits in total:
1 major visit that includes installation of the traps 
1 mandatory visit after 4 days from the major visit. (to dispose of any rats caught in the traps.)
Prebooked monthly visits (to dispose of any rats caught in the traps.)
3 callout visits upon requests during the contract period, not after.
General Pest Pest Control - Technology
1- American Hand Sprayer.
2- Gel Bait Gun applicator with solutions based on type of insects.
Pest Control: Technology - FAQs
1) If customer asked, what is the product/ Machine names (Full AC Option)?
A) For General Bug Pest Control and Others:
1- B&G Hand Sprayer
2- ULV/Misting Machine. (Fogging Machine - Flies insects)
3- Termites Control Machine (Only Termites - Inspection)
Products:
1- Gel bait. for cockroaches.
2- Granular ant bait.
B) For Bed Bugs:
1- B&G Hand Sprayer
2- Polti Cimex (Overheated dry steam)
3- Black + Decker (Vacuum)
Bed Bugs - Technology
1- American Sprayer 
2- Italian Steaming Machine
3- American Hand Held Vacuum 
General Pest Control - Frequency

Recommended every 4 months as per our experts. 

Other Pest Control Services - Frequency

Recommended to do it only if necessary

Pest Control: Benefits

Peace of mind and better health quality for you and your family.

Pest Control: Consult - Facts & Questions 

Facts:

1- Insects can drop onto food, causing contamination and leading to food poisoning.
2- Insects can transmit diseases such as malaria, dengue, and yellow fever to humans through bites.
3- Droppings of insects can cause smell, bacteria, parasites, allergies and asthma.
Consulting Questions:
1- Have you been checking your home and garden recently for insect?
2- Have you or family members been experiencing skin irritation recently?
3- Have you or family members been experiencing recurring sickness recently?
Pest Control: Next Available Slot

1- Offer the client next available slot.

2- Try to let the customer know that our schedule is occupied.
If the client insisted, you can let him know that you can check with coordinators and place her on hold for her desired timing.

3- Avoid giving the client the preference of when to book.

4- Prepare more than one option for the slots by checking 2 days upfront.

5- Take care if there is any NOC required for communities.

Note: Sometimes, the coordinators send someone who is handling Jeddah to Riyadh and vice versa, it is better always to take a look of scheduled jobs for the team as well before proceeding to booking.

6- Make sure to read the upper skill-set to know:  scope of work.

7- Leave 1 hour gap between jobs for traveling.


8- If there is a slot available on afternoon (half day for a team) and another team that is fully empty, the priority is to book on afternoon.


Pest Control: Pricing & Duration

Treatments: Click Here

Biogents: Pricing & Duration

Biogents: Click Here

Mosquito season starts in winter (October-April), so all maintenance visits will take place during this time and upon client request during the summer(May to September).

3 Pre-scheduled visits
  • 1 major visit (Device installation) - Pre scheduled
  • 2 routine maintenance service visit in winter season (every 2 month) - Pre scheduled
  • 2 call out visit only upon client request

20% Prepayment Scripts (For 1-Month Warranty)

Initial Discussion:

"To secure and confirm your booking, we will require a 20% prepayment which equals to x amount to secure your slot for the team to come, I will send you the payment link via email/SMS to confirm, okay?" 


Rebuttal in case of the customer rejected:

1) "I understand. The reason we require prepayment is that a lot of our clients are pushing to book slots and we are giving priority to people who pay to secure their bookings, would you like me to send the payment link to confirm the booking?" 


Customer rejected:

2) "Okay, let me check with my supervisor if I can make an exception. Can I place the call on hold?" 


In case supervisor approved:

"I have checked with my supervisor and gave me a one time approval for you since you are one of our existing clients/ a new client, in the day of the treatment that team will collect the full amount in the same day, sounds fair enough?" 


In case supervisor disapproved:

"I checked for you, I am very sorry but we have shortage in slots and priority is given to prepayments. I can really help you by sending the payment link and paying the 20%,would you like me to send it to secure the booking?" 


If customer said no: 

"No problem, whenever you are ready for the prepayment, you can reach us out to help, is there anything else I can help your with?"

Disclaimer for Payment

-Please avoid any rescheduling or cancelation on the same day to avoid additional 200 SAR cancelation fees.

-Please know that all payments must be made on the same day of treatment.

- In case a third party will pay not the customer himself:

"I will appreciate your help to communicate with the other party involved to do the 100% down payment to secure your slot. I can help you by sharing the payment link and you can share it with the other party and confirm back to us once done."

- If the client rejects:
"Unfortunately, we will be able only to book the slot once the payment is done. Our other clients with similar cases usually pay themselves and then get reimbursed from the third party later, would this work with you?"

[If client accepts, consultant will share a 100% down payment link/ If client rejects: "If you can help us with the down payment from the third party at any time, we are always here to help, is there anything else we can help you with?" Then close"]
Note: If client escalates this, supervisor will decide based on customer history to give approvals or no.

Rebuttals

1) Pricing:

  A) Unique Selling Points (USPs)

Yes! Our prices are little higher in the market as we have an extensive scope of work and using technologies not used by other companies as well us, we are trusted by VIPs and palaces in the country with over 2K google review and 4.9 happy customer ratings.

I really want you to try our services and see it yourself, should we proceed with the booking?

Note for chat, if customer didn’t response for 5 mins:

May I know are you still available?

if no response from customer for other 5 mins:

I was checking with my supervisor and I was able to get you a 10% discount and all what you need to do is to share your honest experience in social media. So the price will be after the discount is --- SAR. When would you like to book?

  B) Second Try (10 %):

Since you are a new client/ Since you are one of our premium existing clients, let me check what I can do for you. Can I place the call on hold to check this and come back?

After Hold: Thank you for waiting, I was checking with my supervisor and I was able to get you a 10% discount and all what you need to do is to share your honest experience in social media. So the price will be after the discount is --- SAR. When would you like to book?

  C) Third Try (Check with supervisor)

I understand. May I know your budget?

Can I place the call on hold to check with the supervisor and come back, ok?

After Hold: The final price I can do sir as one time offer is --- SAR. Shall we proceed to book?

 

2) Scheduling: Insists on unavailable slots

  A) Give different options.

  B) Check with Coordinators

  C) Retain with a discount.

 

3) Follow Up Clients: Who need time to think, busy or want to check with someone.

  A) Propose time within the same day to follow up: May shift ends by 6, can I give you a call for a follow up?

Customer said yes: Okay, meanwhile, I will send you the details for your reference.

Customer said no, I will call back: No problem, sir for your reference, I will send you a whats app message with details for your reference.

 

4) Unresponsive customer: Not clear customer who wants to close with no reason of rejection: Ask them what is their concern, is it scope of work, price or other reason?

General Pest Control - Disclaimer
Kindly note that the team should have full access to the premises and everyone should leave for 3 to 4 hours maximum as per Municipality's recommendation. Moreover, for people who are allergic, pregnant, children or pets, they are recommended to stay out for 6 has as they are more sensitive.
Once you go back to the property you have to open the windows to ventilate the air for at least 15 mins.
If you have any kitchen items, please wash them before using them.
You can do dry mopping for all floors and vacuuming without using wet mobbing for at least 24 hours to make sure we do not remove the products away.
Kindly be aware that once we do the treatment you may notice higher infestation as it takes up to two weeks for the products to spread for all other insects. 
We do cover different types of insects but not the bed bugs and termites as they require different solutions and we do not guarantee 100% elimination of pests as they transfer from one place to another. 

For Monthly: In case that you are still seeing pests in your house you can call us back and we will send our team for a follow up visit based on your contract. 
For Yearly: In case that you are still seeing pests in your house after two weeks from having the initial two visits, you will be eligible to call us back so we send our team for a callout visit after sending us a picture to be checked by our experts for solution as these visits are only applicable in case there are still pests. 

Customer Expectations: Click Here
FAQs
1- Note for the agent for the Replenishment Visit - Yearly Contract:
1.) If you are still having issues with insects, you will need to leave the property as the team will do another treatment.
2.) If you do not have issues with insects, you can stay at home as the team will only do a routine visit for spraying manholes, sink, drainage... etc.

2- Note for the agent if customer wants to do one room or specific area only:
We do not guarantee 100% elimination of pests as they can transfer from one place to another. This is why we are recommending the treatment for the entire house to ensure all possible sources to be addressed to control and make noticeable improvement. In case that you are still seeing pests in your house you can call us back and let us know so that we can send our team for a follow up visit based on your contract.

3- Note for the agent if customer wants to do more call outs visits (General Pest Control - Within yearly contract period):
Extra call out visit will cost 150 + SC & VAT.
Bed Bugs - Disclaimer
Kindly note that the team should have full access to the premises and everyone should leave for 3 to 4 hours maximum as per Municipality's recommendation. Moreover, for people who are allergic, pregnant, children or pets, they are recommended to stay out for 6 hours as they are more sensitive.
Once you go back to the property you have to open the windows to ventilate the air for at least 15 mins.
If you have any kitchen items, please wash them before using them.
You can do dry mopping for all floors and vacuuming without using wet mobbing for at least 24 hours to make sure we do not remove the products away.
Kindly be aware that once we do the treatment you may notice higher infestation as it takes up to two weeks for the products to spread for all other insects. 
You should not remove bedding and pillow cases to avoid transfer of bedbugs, the team will do it for you.
We do not cover different types of insects in bed bug treatment as they require different solutions and we do not guarantee 100% elimination of bed bugs as they transfer from one place to another.

Customer Expectations: Click Here 
Pest Control: Up-Sell
By the way, usually our clients when they do AC service, they...:
Priority 1: Priority 1: PC contract
Priority 2: Drainage Cleaning and disinfection - Click Here
Priority 3 (when applicable): Bioagents for Mosquitos.

FAQs: Drainage Cleaning and Disinfection

1- What is Drainage Cleaning and Disinfection?

Its an add on service with the pest control, to prevent pest issues by cleaning the drain & Sink holes.

English Video:Click Here
Arabic Video: Click Here

2- What are the inclusions? 
- Drainage cleaning.
- Waste/hairs and debris removal from the drain holes and sink holes only.

3- Treatment Steps:

A) Covering working area with plastic.

B) Opening drain holes and take before & after pictures

C) Spray, brush & wash the top and internal sides of the drain hole/sink hole with special product and machine to clean. 

D) Disinfecting & Scenting the drain hole with two different products.


4- Disclaimers:

A) The service will prevent the pest issues if the breeding area is in the drain holes or sink holes only, in case the drainage pipeline is infested, the pest issues might re-appear after 2-3 weeks. In such cases we recommend cleaning of the entire drainage system including the external manholes (by a third party as it is exclusion for us and we do not cover).

In case customer asked:
B) Please also note that we cannot book/perform the job cleaning of clogged or overflowed drains holes

5- Pricing & Booking:
1- CF Code: DH- Drain Holes
2- Price & Duration: Click Here
Pest Control: Cross-sell
Just for you to know, one of our common requested services by the majority of our clients is:
Priority 1: AC -Deep Cleaning if client mentioned that he is moving to new home.
Priority 2: Soft Furnitures.
Rejection of Up or Cross-sell:

No problem, just for your to know we also do: Deep cleaning for furnished buildings, Pest Control and Surface Disinfection.

Is there anything else I can help you with?

CF Codes for Pest Control:

Pest Control CF Coding Guide: Click Here
Biogents/ CF code: 
Product: BG Mosquitaire Set


Pest Control: CF - FAQs

1- Format to be put on additional comments:

Booked by X, xx/xx/xxxx
Under TL: X
Payment: Card, Cash or Payment Link
Voucher amount: (If there is a voucher)

Type of insects:

Where is the insects:

Infestation: (High/Low/Preventive)
Special comments or agreements with customer.
Adjust the frequency if applicable 


Unpaid Template:

Prepayment xx% (SAR xxx.x) https://zspaay.co//xxxxxxxx

Kindly check the link if the client paid

Paid Template:

Prepayment xx% (SAR xxx.x) Paid

Kindly collect remaining balance SAR x,xxx.x