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Atome
Onboarding

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Sales & Product Training
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Agenda ● Introduction
● User Journey
● Things to Note
● FAQ
● Merchant Portal

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Introduction
About US
Our Markets
Atome, part of the Advance Intelligence
Group, founded in 2017.

Atome has served over 5 million customers Singapore Hong Kong

with over 2,000 merchant partners in South (HQ)
East Asia. Atome is the biggest Buy Now Pay

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Later service provider in the region.
Indonesia Malaysia

China Vietnam

Philippines Taiwan

Thailand
How Does Atome Work?
Through Atome, users can split their purchases in 3 interest-free monthly
payments. Merchants get paid in 3 days.

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Customer splits their Full purchase amount
purchase in minus
3 monthly payments commission paid within
3 working days

0% interest, with no hidden

fees
Where can I use Atome?
Atome is an omnichannel business - customers can use Atome when shopping online
or in person at our merchant partner stores

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Roles & Responsibilities
Our goal is to help you attract new customers and increase the basket size

1. Promote Atome to new customers

○ Clearly communicate to customer that they are splitting their purchase into 3 equal

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monthly payments without any interest or hidden fees (make sure they understand
and acknowledge before moving on)
2. Guide customers on navigating our Atome App
○ Demonstrate registration and QR payment process to customers
○ Demonstrate how to apply vouchers before confirming payment
○ Once payment is confirmed, show customers where to find their bills
3. Close sales and help us grow our business
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Sales Pitch
 Sales Pitch for Retail Staff
1 2 3 4 5 6 7
Prospecting Connecting Approaching Needs Presenting Objections Closing
Analysis Overcome

Identify Build relationship Start the Identify the needs Highlight the “I’m in rush…” Guide the
What customers based with customers conversation and in a short period value-add customer to use
to do on different store and get engaged make self of time correspondingly “I already have the app and

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and product introduction my credit card’’ make payment
Observe the - Price sensitive? - Affordability
Age customer - Time sensitive? - Convenience
Gender behaviour
Occupation
Shopping habits

”Good selection!” ‘Hi, I’m Monica. “If you use flexible “Do you want to know “The sign-ups take “Here is how to use
What
Nice to meet you! payment option, you more about how to only 2mins.. I can the App.. “
to
“I really like that only need to pay $x use Atome App?” show you if you
say
color!” today and two would like me to ..”
instalments later.”
‘That’s definitely a
“You can split into 3
really good deal..”
equal monthly
payments without
any interest or
hidden fees.”

Sales pitch related items to be expanded in the next slide

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Targeted Engagement Approach

2 3 4 5
Connecting Approaching Needs Analysis Presenting

Step-by-step engagement based on Analyze the customer

Key Items

Make observations Start the conversation; Demonstrate how to

specific customer profiles and before connecting and needs use Atome App
Praise, relate and
shopping experience cater to the specific - price is the biggest
shorten the distance
shopping behavior factor/concern
with the customer
- People are in rush and
fear it to be
troublesome

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Store: Sephora “It’s really a good deal!” “You only need to pay “Here is how to use the
Customer Persona Example

Age : 18 years old “This color should be really nice for both work and around $xx if you use BNPL App.. You can see your
Scenario: Comparing casual...” payment option. For three-instalment
Price-sensi different brands for one ‘Hi, I’m Monica. Nice to meet you! example, (quick math) “ payment from here ”
tive product type

Store: Hush Puppies “I really like this color ..”” “It will only take 2 mins!” “Here is how to use the
Age : 28 years old “Hi, I’m working with Atome” “Several clicks would be fine” App…after x steps, you
Time-sensi Scenario: In rush during can do your checkout“
tive lunch break

“Great selection!” “Atome is a Singapore-based “Here is how to use the

Store: M&S
“Are you looking at this poster? This is Atome” company under Advance App…”
Age : 25 years old
Intelligence Group.”
Safety – Scenario: highly
cautious concerned about safety
“We are regulated in
Singapore.”
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User Journey
Manual KYC Process MY User Registration

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Click “Verify Now” Input card details Input basic details Take a picture of IC
Automated KYC Process MY User Registration

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Prompts
Clicking “Pay”
Scans QR Code Fills in total price registration - Input Input basic details Take a picture of IC
without registering
card details
OFFLINE CHECKOUT PROCESS - SCAN TO START
Step 1 Step 2 Step 3 Step 4 Step 5

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Havaianas (KL - Pavilion Kuala Lumpur)

Scan QR code Input total transaction You must make sure Welcome voucher can TOTAL AMOUNT to pay
amount. the Customer redeems only be used on the after applying voucher.
the “Voucher/Promo customer’s FIRST Click “ok” to confirm
code” TRANSACTION payment
otherwise it will be
invalidated
ONLINE CHECKOUT PROCESS
Step 1 Step 2 Step 3 Step 4

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Unique QR code based Scan the QR code with Confirm the payment
Select Atome as
on the basket/cart mobile phone to similar to offline
checkout option
amount proceed in app. method.
VOUCHERS

● Click “add
voucher” at

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checkout
● Vouchers
consumed will not
be reimbursed
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FAQs

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FREQUENTLY ASKED QUESTIONS

● How is Atome different from bank credit cards?

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○ Instant Approval
○ Min. Spend to use Atome is RM25
○ Buy More - Pay Later
● How does Atome make money?
○ Atome charges a certain % fee to merchant partners
FREQUENTLY ASKED QUESTIONS

● Does Atome protect my personal information?

○ Yes, Atome is a registered and regulated company in Singapore. Shopping with Atome is a safe and

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secure shopping experience. Find out more about how Atome protects your personal information in
our terms and conditions and our privacy policy

● If I am late on payment, what happens?

○ Your account will be frozen and you will be required to pay all outstanding amounts due plus an
administrative fee:

■ Days Past Date: 2 Days - 50 MYR charged

■ Days Past Date: 8 Days - 25 MYR charged

○ Customer has to make full payment of all existing payments for their account to be reactivated

○ Should customer have any other concerns, please contact us at support@atome.my or head over to our
website https://atome.my/en-my/help
Frequently Asked Questions

DO’S
You may share more about Atome or direct them to our website if customer is uncertain

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You may share that we are a regulated company in Singapore to provide this service
You may direct customers to contact us at support@atome.sg should they have any queries
If you have any urgent issues, you may contact us 8870 2259 between 9.30am to 6.30pm,
Mondays – Fridays

DON’TS
Do not be pushy and hard sell if customer is not keen. Some customers need time to decide
Do not give out your personal contact details to customer
Do not talk back or use vulgarities. Instead stay calm be professional and be the better person
Do not take matters in your own hands, when unsure approach staff or contact Atome staff
OTHER THINGS TO TAKE NOTE

Vouchers consumed, cannot be reissued

• Initiate a refund if needed and get customer to write into customer service at

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support@atome.my

Apple store ID or playstore ID is registered to the wrong country

• Confirm that your customer has registered for an account on Atome Malaysia
• Atome has been launched in multiple

Usage of Huawei phones

• Older Huawei phones before the ban are able to access the google playstore unlike the
newer models (e.g. P40 etc)
• Some Customers may use a 3rd party app on the newer Huawei models to access the play
store. However this is subjected to updates which may affect the experience of the Atome
app
 SAMPLES OF FAILED
APPLICATION/PAYMENTS

What if I receive a message ‘We're unable to process your

application’ after signing up?

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• The ID number or email address is already registered
• Information submitted is inconsistent (e.g. name entered
different from identity card)
• Defaced identity card, hence, rejected

Solution:
• Customer may try to reapply again after 15 days
• Otherwise, please contact customer service at
support@atome.my
SAMPLES OF FAILED
APPLICATION/PAYMENTS

What if I receive a message ‘Sorry, we are unable to process your

payment’ after scanning the QR code?’

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• Customer has spent beyond the allowed limit. (e.g. if it’s a debit card
– spent > RM1500)
• Spent beyond own credit card limit
• Spent beyond own spending limit set on card
• Overdue payments, hence unable to process payment
• The system has detected a payment risk.
Solution
• Clear all outstanding payments in order to unfreeze account
• Spend within limit allocated
SAMPLES OF FAILED
APPLICATION/PAYMENTS

What if I receive a message ‘Sorry, we are

unable to process with the card provided’? Sorry we are unable to to progress with

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the card provided. Please contact
• Insufficient balance in current account support@atome.my to appeal the
rejection.

Solution:
• Please ensure sufficient cash is in account
before processing again
• Change to another debit/credit card
MERCHANT
DASHBOARD
& REFUND PROCESS
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MERCHANT DASHBOARD

Exportable CSV Monitor Online

Process Full or Track Sales
file of all and Offline
Partial Refunds Performance
Transactions Transactions
Gain key insights on No fear of losing Easy access to For each individual
consumer behaviour, paper receipts for transactions and outlet and the
e.g. ABS, purchase offline transactions for refund details on one business as a whole
patterns and popular daily settlement and portal
items reconciliation

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SETTLEMENT PROCESS
Customer checks-out Full transaction minus
with Atome commission paid within
3 working days

Customer makes payment Transaction

once a month over confirmed:
3 instalments Customer has made
the first instalment
payment; goods can
be shipped

Transaction settled:
Payment to merchant
made; funds received
by merchant

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REFUND PROCESS -
FULL AND PARTIAL REFUNDS
Customer seeks
refund from
merchant

• Merchant accepts
refund and initiates
refund process on
Multiple partial refunds Atome returns Atome.
allowed, up to original amount refunded to • Merchant enters and
transaction value customer's bank card confirms refund
amount

Atome
Atome
© 2020
© 2020
| CONFIDENTIAL
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✔ Input Username
and password to
access Atome
Merchant portal

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✔ Each outlet will be
provided access to
a merchant
dashboard to
identify
transactions

✔ Refunds (Full and

Partial) can be
completed via this
portal.

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✔ Transactions are
shown
immediately when
the customer pays
Atome and
displayed as
confirmed under
“status” column

✔ Transactions
displayed as settled
under status
means payment
has been remitted
to merchant

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✔ Full or partial
refunds
accepted.

✔ The amount
should not higher
than the original
transaction value

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✔ The History column
will display all
activity related to
the same
consumer
purchase

✔ Refund
confirmation with
its own Transaction
ID shown

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✔ Head to
Payments >
Payout to check
settlement

✔ Click to Payout ID
for more info

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✔ Click Export to
export to csv file

✔ The amount
breakdown will
be recorded here

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✔ Select Role
Management

✔ Only master
account has access
to these functions

✔ Module enables
user to add roles
(e.g. Shop
Manager) and
grant permission
to various functions
within dashboard
to these roles

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✔ Select which
permissions you
would like to grant
to each role

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✔ Add users to
enable access to
Atome merchant
portal

✔ Users’ access based

on previously
created roles

✔ Can be
mass-applied

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1. Input curated
outlet
username

2. Input email to
be tagged. For
“Forget
Password”
purpose

3. Input role to
designated
outlet

4. Select which
outlet you
would like to
grant role
access to

5. Input a
password and
click “confirm”

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Atome © 2020 Confidential