Kuwait: Pure Sleep & Living | THH

Kuwait: Pure Sleep & Living - Mattresses & Furnitures

1- Questions (All Options)

2- Certification & Treatment Options

3- Treatment Steps

4- Technology

5- Frequency

6- Benefits & Consult

7- Next Available Slot & Pricing

8- Disclaimers

9- Up & Cross-sell Matrix

10- CF Codes

1- Questions (All Options)

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

Questions: Dry - New Client

A) Price & Validation Questions:

1- May I know are you located in which city?

2- May I know the number of items? (Mattresses, sofas, carpets, curtains, chairs)

2.1- For Sofa: A) Normal sofa/ Sofa bed? B) Number of seats? (Excluding corners & extensions)

2.2- Carpets: A) Loose of fitted? B) Size?

2.3- Curtains: Size? - Assuming that one window is equivalent to one meter, so how many windows would fit behind your curtain?

3- May I know if there is any stains/unwanted smell?

4- Can you confirm if it is an apartment or villa?

5- Can I know how many bedrooms you have?

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?

Questions: Combination - New Client

A) Price & Validation Questions:

1- May I know are you located in which city?

2- May I know the number of items? (Mattresses, sofas, carpets, curtains, chairs)

2.1- For Sofa: A) Normal sofa/ Sofa bed? B) Number of seats? (Excluding corners & extensions)

2.2- Carpets: A) Loose of fitted? B) Size?

2.3- Curtains: Size? - Assuming that one window is equivalent to one meter, so how many windows would fit behind your curtain?

3- May I know if there is any stains/unwanted smell?

4- May I know if you can help me with the type of fabric of the item?

5- Have you tried cleaning/shampooing this item before?

5.1- If yes, may I know the cleaning materials used?

B) Admin Questions:

1- May I have your full name?

2- May I know your full address?

3- Can you confirm if it is an apartment or villa?

4- Can I know how many bedrooms you have?

5- May I know from where did you hear about us?

6- May I have your email address?

7- 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?

Furniture: Questions - FAQs

1) Note: Minimum charge: NA

2) What are the fabrics that you can shampoo and nano coating?

Please refer to the below:

Note: Items with buttons or Feather filled can be done dry treatments only and nanocoating.

3) What are the mattresses that we do not do shampooing for?

1. Foam type mattress

2. Organic Fabric (made of organic material) and this comes only if the client is requesting from a certain supplier this type of mattress, since it's not a very known product (not commercial).

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Note 1: For curtains, we only do dry treatment for cotton.

Note 2: We can do shampooing for feather filled pillows if the feather is inside bags that can be removed and the case only will be shampooed.

Note 3: We can ask clients to send a picture of the furniture for validation.

3) If customer insisted to do combination or dry despite clarification that it may cause damage:

No problem, we can help you with this but we will need your help to sign a disclaimer if any damage happened as we do not recommend this kind of treatment as it may damage the material

Questions: Dry - Existing Client

Confirm the job Address

A) Price & Validation Questions:

1- May I know the number of items? (Mattresses, sofas, carpets, curtains, chairs)

1.1- For Sofa: A) Normal sofa/ Sofa bed? B) Number of seats? (Excluding corners & extensions)

1.2- Carpets: A) Loose of fitted? B) Size?

1.3- Curtains: Size? - Assuming that one window is equivalent to one meter, so how many windows would fit behind your curtain?

3- May I know if there is any stains/unwanted smell?

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: Combination - Existing Client

Confirm the job Address

A) Price & Validation Questions:

1- May I know the number of items? (Mattresses, sofas, carpets, curtains, chairs)

1.1- For Sofa: A) Normal sofa/ Sofa bed? B) Number of seats? (Excluding corners & extensions)

1.2- Carpets: A) Loose of fitted? B) Size?

1.3- Curtains: Size? - Assuming that one window is equivalent to one meter, so how many windows would fit behind your curtain?

3- May I know if there is any stains/unwanted smell?

4- May I know if you can help me with the type of fabric of the item?

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: Furniture Protection (Nano Coating)

Confirm the job Address

A) Price & Validation Questions:

1- May I know the number of items? (Sofas and dining chairs)

1.1- For Sofa: A) Normal sofa/ Sofa bed? B) Number of seats? (Excluding corners & extensions)

2- May I know if there is any stains/unwanted smell?

3- May I know if you can help me with the type of fabric of the item?

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- Certification & Treatment Options

Furniture: Certifications

BICS

Furniture: Certification & Treatment Options -FAQs

1) If customer asked: What is BICS?

It is a corporate member of the British Institute of Cleaning Science which is the largest independent, professional, and educational body within the cleaning industry.

Furniture: Treatment Options

Method Statements

1- Dry Treatment. Click Here

2- Combination: Dry & Shampooing. Click Here

3- Furniture Protection (Nano-coating): Cli ck Here

4- Leather `Treatment: NA

3- Treatment Steps

Dry Treatment - Treatment Steps (Mattress)

The team will have their personal protective equipment (PPE): Mask, shoes cover and gloves. They will apply:

1.) Deep Vacuuming:

- Industrial HEPA filter vacuum

-11 times more suction power

2.) Ultraviolet Sanitization Light:

-10 seconds of application equals to 2 days of sunlight

- Penetrates up to 40 cm deep

3.) Overheated Dry Steam technology:

- Heats up to 180°C

- Creates thermal shock to kill bacteria and germs

4) All sides of the mattress, vacuum & steam the duvet, bedframe, and up to 4 pillows are included.

Upon completion of procedure, the team will show you the condition of the filter bag outside the property and they will ensure all waste products are collected and disposed properly.

Dry Treatment - Treatment Steps (Furniture)

The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves. They will apply:

1.) Deep Vacuuming:

-Industrial HEPA filter American vacuum

-11 times more suction power

2.) Overheated Dry Steam technology:

-heats up to 180°C

-creates thermal shock to kill bacteria/germs

Upon completion of procedure, the team will show you the condition of the filter bag outside the property and they will ensure all waste products are collected and disposed properly.

Furniture: Treatment Steps -FAQs

1- Note for the agent if customer mentioned if we can take the item to clean and get back:

No pick up and drop option, we will send the team and treatment will be done at client’s property.

2- Note for agent if customer requested for curtains:

If there is more than one layer for the curtain, we do all for the same price.

Combination- Treatment Steps (Mattress)

The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves. They will apply:

1.) Deep Vacuuming:

- Industrial HEPA filter vacuum

- 11 times more suction power

- All sides of the mattress, duvet, bedframe, and up to 4 pillows are included.

2.) Shampoo application for one side of mattress.

3.) Extraction of excess water.

Upon completion of procedure, the team will show you the condition of the filter bag outside the property and they will ensure all waste products are collected and disposed properly.

Combination- Treatment Steps (Furtniture)

The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves. They will apply:

1.) Deep Vacuuming:

- Industrial HEPA filter vacuum

- 11 times more suction power

2.) Shampoo application

3.) Extraction of excess water

Upon completion of procedure, the team will show you the condition of the filter bag outside the property and they will ensure all waste products are collected and disposed properly

Furniture Protection (Nano Coating) - Treatment Steps (Sofas and Dining Chairs)

The team will have their personal protective equipment (PPE): Mask, shoe cover and gloves. They will apply:

A) For Dry Treatment:

1. Deep Vacuuming - use of an industrial vacuum which has 11 times more suction power than the regular vacuums at home to extract and remove all the dust mites and dust particles from it containing dead skin, hair, and food.

2. Full protection coating – We use a revolutionary non-toxic, breathable, and eco-friendly nano-coating. In addition, it demonstrates excellent Easy-cleaning properties (easy removal for water/liquid stains)

B) For Combination:

1.) Deep Vacuuming:

- Industrial HEPA filter vacuum

- 11 times more suction power

2.) Shampoo application.

3.) Extraction of excess water

Shampoo Treatment with nano coating are separate visits (1st visit shampooing then after 48 hours will be the 2nd visit which is the nano coating only)

4.) Full protection coating – We use a revolutionary non-toxic, breathable, and eco-friendly nano-coating. In addition, it demonstrates excellent Easy-cleaning properties (easy removal for water/liquid stains)

Note: For Nano Coating, always ask for pictures and upload in CF for the team to be able to provide the best quality possible based on fabric type.

4- Technology

Dry - Technology

1- American Vacuum

2- Italian Technology for Steaming.

Furniture Protection (Nano Coating) - Technology

1- American Vacuum

2-Hydrophobic Nano coating

3- Air Compressor

Furniture: Technology -FAQs

1) If customer asked, what is the product/ Machine names?

A) Kirby (Vacuum)

B) Karcher (Shampoo)

C) Polti Cimex (Steaming)

D) NU Karpet Care & Sutter (Shampoo Product - 30ml to 5L of water)

Combination - Technology

1- German shampoo and extraction technology

2- Canadian eco-friendly biotechnology products.

5- Frequency

Dry Treatment - Frequency

Recommended every 6 months as per the the dust mites life cycle.

Combination Treatment - Frequency

Recommended to do it only if necessary.

6- Benefits & Consult

Furniture: Benefits

1- For dry & combination: Treatment will increase the life of your furniture as well as energy levels and reduce asthma and allergies.

2- For dry & combination: Treatment will increase the life of your furniture as well as sleeping quality and morning energy and reduce asthma and allergies.

3- For combination only: Furniture will smell and look fresh without risking mold infestation and definitely you will notice improvement with stains if any as well as it will Improve breathing quality and morning energy.

4- For nano coating only: NA

Furniture: Consult: Facts & Questions

Facts:

1- There are approximately 2 million dust mites living in your mattress and they regenerate every 6 months that causes allergies and asthma

2- We spend 1/3 of our day on the mattress.

3- If smells, stains, or marks are left untreated, it could potentially worsen and shorten the lifespan of the furniture.

Consulting Questions:

1- When was the last time you professionally deep cleaned your soft furniture?

2- How was your energy level lately?

3- Have you or family members been experiencing skin irritation recently?

4- Have you sensed any stains, discoloration, or unwanted smell on your soft furniture?

7- Next Available Slot & Pricing

Furniture: 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- Make sure to read the upper skill-set to know: the skills and special considerations.

6- 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.

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.

Furniture: Pricing & Duration

Click Here

Nano Coating: Cli c k Here

20% Prepayment Scripts

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 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 --- KD. 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 --- KD. 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 --- KD. 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?

8- Disclaimers

Dry Treatment - Disclaimer

Please note that for any stains or discolorations, this will not be removed by the treatment.

The team will coordinate with you at the day of the treatment, otherwise, please let us know who the authorized to follow up with.

الرجاء العلم أن التنظيف العميق الجاف يقتل الباكتيريا والفايروسات وعث الغبار ولكن

لا يعالج البقع والروائح الكريهة.

سيقوم الفريق المختص بالتواصل للتنسيق معك في الموعد المحجوز للخدمة، إن لم تكن متواجدًا، الرجاء اخطارنا باسم ورقم تواصل الشخص الآخر المسؤول.

Customer Expectations: Click Here

Furniture: Disclaimers - FAQs

1) If customer booked many items:

The experts will need full access for the home to validate number of items, duration and finish in time.

2) If customer will do one mattress only and there is more than one:

A) Make sure that there is a clear point of contact for field team to coordinate which item.

B) If point one cannot be done, make sure you write proper description of where is this item exactly or let customer send a video.

Combination Treatment - Disclaimer

Please note that any stains or discolorations will not be a 100% removal guarantee, depending on the type and the age of the stain. However, based on our experience we were able to achieve more positive jobs.

The items need between 6 to 8 hours to be not used and dried. AC should be on for ventilation.

Our team will validate the fabric since we do care about your fabric quality if it can be shampooed or not. If it can't, dry treatment is recommended.

The team will coordinate with you at the day of the treatment, otherwise, please let us know who the authorized to follow up with.

الرجاء العلم أن التنظيف العميق الجاف مع الشامبو سيقتل الباكتيريا والفايروسات وعث الغبار، أما بالنسبة للبقع والروائح الكريهة سيقوم الفريق المختص بالمجهودات المطلوبة للإزالة البقع بشكل كامل أو تحسينها بشكل جزئي على حسب حجم وعمر ونوع البقع.

الرجاء عدم استخدام المفروشات وترك المكيفات قيد التشغل لمدة تتراوح من 6 إلى 8 ساعات للتهوية.

ولأننا نهتم بجودة خدماتنا، سيتحقق الفريق المختص قبل بدء العمل من نوع القماش ما إذا كان يمكن تنظيفه بالشامبو أم لا، في حال كان هناك ضررًا من استخدام الشامبو، سيتم نصحك بالقيام بالتنظيف الجاف فقط لتجنب الضرر.

Customer Expectations: Click Here

Furniture Protection (Nano Coating) Treatment - Disclaimer

A. Total protection and liquid repellent of any surface type is not 100% guaranteed. Daily use, wash, wear and tear done to the treated area must be considered.

B. Let the product settle and use the soft furniture a day after it is treated.

C. Apply gentle pressure when wiping off excess fluid on the treated surface with a tissue or any soft, clean and dry cloth.

D. Treatment is especially designed to repel liquid and make it easier to be cleaned. Mud, dirt, and other dense liquid substances may not have a similar repelling property effect.

E. While it is curing for 6 hours, make sure that no object is in contact and is away from direct sunlight, dust and water.

F. Surface should be dry and cleaned properly to remove any residual contamination

Post treatment:

-Drying time is at least 6 hours

-Keep the AC on during the drying time

-Do not place anything on the coated surface during the curing time

-Coated surface should be away from direct sunlight, dust, and water

-There is 24 hours waiting time for the item to be fully protected and ready to use

9- Up & Cross-sell Matrix

Furniture: Up-Sell

We have running promotions:
Priority 1: SF packages (Dry Treatment Only)

All mattresses, all carpets, all sofas and chairs no matter how many and what sizes they are.

excluding the curtains, leather & outdoor furniture.
Note: Customer can replace carpets with curtains in apartments only.

1 Bedroom Apartment: 65 (2 hours - CF: 1 BRA)

2 Bedroom Apartment: 100 + VAT (2.5 hours - CF: 2 BRA)

3 Bedroom Apartment: 150 + VAT (3.5 hours - CF: 3 BRA)

Note: For Curtains, it is not included. However, 30% discount on curtains are applicable (CF: DIS - BR Pack. 30%)

Priority 2: Would you like to add other mattresses, carpets, sofas, chairs or curtains?

Priority 3: SF contract is 2 Booking + 1 (Free: with no other discounts)

Furniture: Cross-sell

Just for you to know, one of our common requested services by the majority of our clients is:

Priority 1: AC

Priority 2: Pest Control

Rejection of Up or Cross-sell:

No problem, just for your to know we also do: Water tank, Pest Control and Surface Disinfection.

Is there anything else I can help you with?

10- CF Codes

CF Codes for Furniture:

Sr.	Service Name	CF Code
1	Mattress King - Dry	MK - Mattress King
2	Mattress Queen - Dry	MQ - Mattress Queen/Double
3	Single Bed Mattress - Dry	MS - Mattress Single
4	Crib Mattress (Small Bed for Babies)	MC - Mattress Crib
5	Mattress King - Combination	SHMP-Combo-MK: Mattress King (Wet and Dry Treatment)
6	Mattress Queen - Combination	SHMP-Combo-MQ: Mattress Queen (Wet and Dry Treatment)
7	Single Bed Mattress - Combination	SHMP-Combo-MS: Mattress Single (Wet and Dry Treatment)
8	Crib Mattress (Small Bed for Babies,)	SHMP-Combo-MC: Mattress Crib (Wet and Dry Treatment)
9	Sofa Bed - Dry	NA
10	Sofa (Per Seat) - Dry	SO - Sofa Seater
11	Dining Chairs/Small foot stool - Dry	DC - Dining Chair
12	Arm Chair - Dry	ARM - Arm Chair
13	Fitted Carpet - Dry	CPT - Carpet per square meter Fitted Carpet
14	Curtains (per meter) - Dry	CT - Curtains per meter
15	Sofa Bed - Combination	SHMP-Combo-SB: Sofa Bed
16	Sofa (Per Seat)/Arm Chair) - Combination	SHMP-Combo-SO: Sofa (Wet and Dry Treatment)
17	Dining Chairs/Small foot stool - Combination	SHMP-Combo-DC: Dining Chair/Foot Stool
18	Fitted Carpet - Combination	SHMP-Combo-CPT: Fitted Carpet (per sqm.)
19	Baby Cot (Small Bassinet) Or Baby Car Seat) - Dry	Baby Bassinet/Cot
20	Backjob visit	Service Revisit - SF: Soft Furnishing
21	Needed Inspection	Inspection - SF Estimation

Furniture: 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)
Special comments or agreements with customer.
Adjust the frequency if applicable

Unpaid Template:

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

Kindly check the link if the client paid

Paid Template:

Prepayment xx% (KWD xxx.x) Paid

Kindly collect remaining balance KWD x,xxx.x

2- Note if customer asked about us using chemicals:

As I mentioned, our solutions are eco-friendly & Chemical free.

In CF: Write a note in additional comments do not use chemicals at all as client is chemical sensitive.