KSA: Surface Disinfection
Identify if the client is new or existing client by checking the system or asking.
Identify if the client is new or existing client by checking the system or asking.
Surface Disinfection: Questions - New Client
Surface Disinfection: Questions - FAQs
Surface Disinfection: Questions - Existing Client
Surface Disinfection: Certifications
Approved products by Municipality.
Surface Disinfection: Treatment Options
Surface/Room Disinfection
Surface/Room Steaming
Surface/Room Steaming
Surface/Room Disinfection
Surface/Room Disinfection
Surface Disinfection: Technology - FAQs
Shielding
Shielding
Surface/Room Disinfection + Shielding - Frequency
Not applicable - Majority of clients do it Monthly or quarterly .
Surface Disinfection: Benefits
Safe & healthy environment with better breathing and sleeping quality.
Surface Disinfection: Consult - Facts & Questions
Facts:
Surface/Room Disinfection + Shielding - Next Available Slot
Surface/Room Disinfection + Shielding - 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.
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 (half day for a team) on afternoon and another team that is fully empty, the priority is to book on afternoon.
Surface/Room Disinfection + Shielding: Pricing & Duration
20% Prepayment Scripts
20% Prepayment Scripts
"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?
Surface/Room Disinfection + Shielding - Disclaimer
Areas to be treated for surface disinfection should be vacated during the treatment and can only be re-occupied after 15 minutes from the completion of the disinfection treatment.
Covering all fire & smoke detectors in areas where needed.
For high-touchpoint areas, such as door handles, lift buttons, etc., these areas are to be manually wiped using microfiber cloths.
The team will clear all protective sheeting and remove plastic covers from smoke detectors
Surface Disinfection: Up-Sell
Surface Disinfection: Cross-sell
Rejection of Up or Cross-sell:
No problem, just for your to know we also do: Deep cleaning for furnished buildings, AC, Water tank, Pest Control and Surface Disinfection.
Is there anything else I can help you with?
CF Codes for Surface Disinfection:
| Sr. | Service Name | CF Code |
| 1 | Surface Disinfection: For full apartment or Villa | SD - Surface Disinfection (Natural Bio-Disinfection) |
| 2 | Surface Disinfection: For one room either in apartment or Villa | RD - Room Disinfection (per room) |
| 3 | Surface Disinfection (Covid): For Full apartment or Villa (Covid Cases) and one room only,. | SD+ - Surface Disinfection(positive) (Natural Bio-Disinfection for positive cases), |
| 4 | SDS (Surface Disinfection + Shielding): For one room either in apartment or Villa Shielding & Disinfection: | SDS - Room |
| 5 | SDS (Surface Disinfection + Shielding): For full apartment or Villa Shielding & Disinfection: | SDS - Surface Disinfection and Sanitization |
| 6 | SS (Shielding): For full apartment or Villa Shielding | SS - Area Surface Shielding (Anti - Microbial Shielding) |
| 7 | SS (Shielding): For one room either in apartment or Villa Shielding | SS - Safe Shield (per room) |
| 8 | Steaming Session Only | SS-30 min Surface Sanitation |
| 9 | Car Disinfection | VD |
Surface Disinfection: CF - FAQs
1- Format to be put on additional comments:
Booked by X, xx/xx/xxxx
Under TL: X
Remaining Balance: Card, Cash or Payment Link
Voucher amount: (If there is a voucher)
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
2- Note if customer asked about us using chemicals: