E-CODY BASIC TRAINING

PRE-SERVICE PHRASEOLOGY

Greeting & Self Introduction “Hi good morning. I’m Cody _____ from Coway Malaysia.”

Identify Your Customer “May I speak to Mr./Ms. __________”

“Are you available to talk at the moment, Sir/Madam?

Verify Customer’s Situation
(If yes, proceed to the next step. If no, ‘’May I know when I can call you back’’?)

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Reason of Calling “The reason I’m calling today is to set an appointment to come for a Heart Service for (Name Of Product).”

“Sir/Madam, if you don’t mind, I would like to come over to service your Coway product. Are you available
Set Day, Date, Time & Confirm
Installation Address on (Day, Date And Time)? I would like to confirm your address at ______? Is this correct?”

Re-confirm Day, Date & Time “I would like to reconfirm our appointment on (Day, Date & Time). Is it fine with you, Sir/Madam?

End Greeting “Thank you and have a nice day!”

Confidential CONFIDENTIAL : STRICTLY FOR

1 TRAINING PURPOSE ONLY
 E-CODY BASIC TRAINING
SERVICE PHRASEOLOGY

Greeting & Self Introduction - “Good morning / afternoon / evening, Sir / Madam. I’m Cody _____ from Coway Malaysia.

State reasons of your visit “I’m here to service your product (name of product).”

Ask permission to enter your customer’s house “May I come in to complete my Heart service?”

“How are you, Sir / Madam? Have you eaten?”

Casual talk with customer

Ask for product feedback

“Is there any feedback that you would like to highlight while using our product?”

QR Code “You may scan this QR Code for further information regarding the service.”

Ask your customer’s product location

“May I know where your product is located?”

“After the service has been done, it will take some time for the tank to be full again. Would you like
Reserve Water me to save some water for your usage before I begin my service?.”

Offer to watch service “Sir/Madam, are you interested to watch me perform the service?”

Confidential CONFIDENTIAL : STRICTLY FOR

2 TRAINING PURPOSE ONLY
 E-CODY BASIC TRAINING
POST- SERVICE PHRASEOLOGY
“<Approach The Customer> Sir/Madam, I have completed my service for today.
Explain About Service
This product is clean and is in good condition. I have sanitized and / or changed the filter (filter name).” “Now the tank is being filled in,
please wait for some time (depending on the product) for the tank to be full again.”

“If you have any feedback on your product, you may refer to the service sticker here.
Service Sticker I have recorded the service today and I have written my contact details as well.”

“To verify that your service has been completed, may I get your signature?
Ask for your customer’s signature Thank you.”

“Sir/Madam, may I collect the outstanding rental payment of RM xxxx?

Rental Collection (If Applicable) Do you prefer to pay by cash or bank card?”

“Thank you for your payment. Here is your temporary receipt for your reference. We recommend you to
Temporary Receipt
switch to the auto-debit method for a smoother rental payment transaction. If you are interested, I am able to assist you.”

“Sir/Madam, have you gone through the brochure that I have given you earlier?
Sales And Promotion Are you interested to know more about any of our latest promotion?” (If yes, explain about the promotion.)

“Thank you for your time today. Our next Heart Service appointment shall be scheduled two months from now.” Thank you
End greeting Sir/Madam. Have a good day.”

Confidential CONFIDENTIAL : STRICTLY FOR

3 TRAINING PURPOSE ONLY