Scripts Master Sheet

🏷️ I. Sales Department

🎯 A. B2C Sales (Consumer Leads)

Used by: Sales Executives / Callers

1. Lead to Order Conversion Script

2. Follow-Up / Callback Script

3. Objection Handling Script

4. Review Request Script

5. Referral & Offer Communication Script

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💼 B. B2B Sales (Corporate & Enterprise Buyback)

Used by: B2B Sales Executives

1. Corporate Introduction Script

2. Requirement Gathering Script

3. Proposal / Quotation Follow-Up Script

4. Closure Script

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🏪 C. Store Onboarding (Store / Channel Partnerships)

Used by: Store Partnership / Channel Expansion Team

1. Store Onboarding Script

2. Store Follow-Up Script

3. Store verification Script

4. Store Training Script

5. Store Vendor App Usage Script (Order Creation for Customers)

6. Offer Promotion Script (e.g., “Get ₹2000 Extra on Exchange”)

7. Store Partnership Renewal / Revisit Script

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⚙️ II. Vendor Operations Department

🧩 A. Vendor Onboarding (Before Activation)

Used by: Vendor Onboarding Executives

1. Vendor Onboarding Script (Program Introduction & Benefits)

2. Vendor Verification Script (KYC, Area, Device Type Check)

3. Vendor App Training Script (App Walkthrough & Order Flow)

4. Vendor Behavior & Pickup Guidelines Script (Professional Conduct)

5. Vendor Credits, Refunds & Reversals

🧠 B. Vendor Management (After Activation)

Used by: Vendor Management / Operations Team

5. Vendor Credits, Refunds & Reversals Script

6. Vendor SLA & Violation Policy Script

7. Vendor Refund Dispute Resolution Script

8. Vendor Hold / Deactivation Script

9. Vendor Reactivation Script

10. Agent Assignment Script (Explaining Pickup Agent Flow)

 

🏪 C. B2Ch Service (Store Vendors)

Used by: Store Partnership / Channel Expansion Team

1. Store Vendor Onboarding Script

2. Store Vendor App Usage Script (Order Creation for Customers)

3. Store Vendor Payment & Pickup Process Script

4. Store Vendor Communication & Customer Interaction Script

5. Store Vendor Reporting & SLA Compliance Script

6. Store Vendor Feedback Collection & Review Script

7. Store Vendor Incentive & Referral Program Script

    

🙋🏼‍♂️ 4. B2Ch Service (Store Vendors)

Used by: Store Partnerships / Vendor Management Team (for store vendors)

1. Store Vendor SLA & Violation Policy Script

2. Store Vendor Refund Dispute Resolution Script

3. Store Vendor Hold / Deactivation Script

4. Store Vendor Reactivation Script

5. Store Vendor Agent Assignment Script

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📞 III. Customer Experience (CX) Department

Used by: CX Executives / Support Staff

1. General Support Greeting & Identification Script

2. City / Pincode Unavailability Script

3. Price Change Explanation Script

4. Return / Payment Confirmation Script

5. Complaint / Escalation Acknowledgement Script