Next Available Slot Guidlines:
20% Prepayment Script:
"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 to confirm, okay?"
Set Proper Expectations Regarding Prepayment & Slot Blockage:
Ensure clear communication to avoid client frustration in case of slot unavailability.Use the scripts below to set expectations effectively:Scenario 1: Client Ready to Pay Immediately"I will send you the Quote with a payment link within minutes. Please note that the slot can only be secured once the payment is confirmed. If the slot is no longer available, we will do our best to offer you the next available time that works for you. If you’re using an iOS device, please ensure pop-ups are enabled in your browser settings to avoid any payment issues."
Scenario 2: Client Plans to Pay Later (e.g., within X hours)Raise a Zoho Desk ticket to the Coordination Team to block the slot for up to 2 hours."I will send you the payment link within minutes. Please note that the slot can only be held for 1 hour. If payment is made after this time, we will do our best to offer the next available slot that suits your schedule. If you’re using an iOS device, please ensure pop-ups are enabled in your browser settings to avoid any payment issues.
Prepayment Guidlines:
1- Any job needs a down payment and any paid inspection needs to be collected first.
2- Collection team will raise a ticket for supervisor in case there is failure in collecting down payment and agent will be held responsible for collecting the amount or else it may lead to deductions.
3- In case you want to proceed with down payment, you need to take approval and place it in Zoho notes/Remark in Zcom. (usually approval will be taken based on payment history of client)
"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 to confirm, okay?"
Prepayment Guidlines:
1- Any job needs a down payment and any paid inspection needs to be collected first.
2- Collection team will raise a ticket for supervisor in case there is failure in collecting down payment and agent will be held responsible for collecting the amount or else it may lead to deductions.
3- In case you want to proceed with down payment, you need to take approval and place it in Zoho notes/Remark in Zcom. (usually approval will be taken based on payment history of client)
Disclaimer for Prepayment:
- Please avoid any rescheduling or cancelation on the same day to avoid additional 100 AED 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.
Price Rebuttal Guidlines:
1- You always need to do rebuttal as follows:
- Acknowledge & Emphasize
- Unmask and understand why the customer thinks it is expensive? (Scope of work, down payment, comparison, budget)
- Give resolution based on real concern.
2- In case the rebuttal didn't work, you may place the customer on hold to check what can you help him with:
- Fazaa / Emirates Platinum
- Supervisor approval from a free service (No SD), offer a mattress, sofa, carpet, pest control, a half unit or ac unit for free... etc based on SUPER NAS. (Super NAS, is today and tomorrow empty slots only.
3- Any discount needs a reference and documentation to be uploaded in Zoho CRM Contact Attachments.-
4- Tabby as last resort.
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.
Price Rebuttal Guidlines:
1- You always need to do rebuttal as follows:
- Acknowledge & Emphasize
- Unmask and understand why the customer thinks it is expensive? (Scope of work, down payment, comparison, budget)
- Give resolution based on real concern.
2- In case the rebuttal didn't work, you may place the customer on hold to check what can you help him with:
- Fazaa / Emirates Platinum
- Supervisor approval from a free service (No SD), offer a mattress, sofa, carpet, pest control, a half unit or ac unit for free... etc based on SUPER NAS. (Super NAS, is today and tomorrow empty slots only.
3- Any discount needs a reference and documentation to be uploaded in Zoho CRM Contact Attachments.-
4- Tabby as last resort.