Pickup Communication Best Practices
For Cashkr Partner Vendors – Mandatory Customer Interaction Rules
1. Purpose of This SOP
To ensure smooth, polite, and professional communication throughout the pickup process so that:
✔ Customer trusts the vendor
✔ Pickup happens on time
✔ Price explanation is smooth
✔ No misunderstandings occur
✔ Complaints and SLA failures reduce
Communication is 50% of the pickup success.
2. Core Principles of Good Communication
Every vendor must follow these 5 golden rules:
Be Polite & Respectful
Be Clear & Transparent
Be on Time & Inform in Advance
Avoid Arguments
Keep Customer Updated at Every Step
3. Communication Stages During Pickup
There are four major communication touchpoints:
After Order Unlock
Before Visiting the Customer
During Pickup & Inspection
During Payment & Order Completion
Each stage requires specific best practices.
4. Stage 1 — Communication After Order Unlock
What Vendor Must Do (Mandatory)
✔ Call customer within 10 minutes
✔ Introduce yourself clearly
✔ Confirm device & address
✔ Set a convenient pickup time
Sample Script
“Hello, I’m calling from Cashkr regarding your order to sell your device. I can come today for inspection and payment. What time works best for you?”
Best Practices
Speak calmly
Confirm address landmarks
Inform expected arrival time
Never delay calling the customer
Don’ts
✖ Don’t send only a WhatsApp message
✖ Don’t call customer repeatedly without reason
✖ Don’t ask for personal details beyond what’s in the app
5. Stage 2 — Communication Before Reaching the Customer
What Vendor Must Do
✔ Call 10–20 minutes before arrival
✔ Confirm customer availability
✔ Give approximate ETA
✔ Ask politely for directions if needed
Sample Script
“I’m on the way for your Cashkr pickup. I will reach in about 15 minutes.”
Best Practices
Always sound professional
Avoid asking customer to come outside unless they prefer
If delayed, inform customer immediately
Don’ts
✖ Don’t arrive without informing
✖ Don’t repeatedly ask for location unless unclear
✖ Don’t complain about traffic or distance
6. Stage 3 — Communication During Pickup & Inspection
Entering and Greeting
✔ Greet politely
✔ Remove helmet/sunglasses
✔ Maintain respectful tone
Script:
“Hello, I’m from Cashkr. May I check the device now?”
During Inspection
✔ Explain what you are checking
✔ Inform customer of any visible issues
✔ Be gentle with device
✔ Keep communication neutral
Script:
“The battery health is slightly low, so the app might reduce the price a little based on its rules.”
Price Explanation
✔ Show the customer the app-calculated price
✔ Explain clearly that price is system-defined
✔ Avoid negotiating manually
Script:
“The app automatically calculates the final price after inspection. I cannot change this price manually.”
Don’ts during Inspection
✖ Don’t argue about condition
✖ Don’t speak negatively about customer’s device
✖ Don’t pressure customer to accept price
✖ Don’t use rude tone
7. Stage 4 — Communication During Payment & Completion
Explaining OTP Payment
✔ Explain OTP flow
✔ Guide customer calmly
✔ Confirm payment success on both ends
Script:
“You will receive an OTP now. Once you read it to me, I will complete the payment through the Cashkr app.”
After Payment
✔ Show payment success screen
✔ Confirm customer received SMS
✔ Thank customer politely
Script:
“Your payment is successful. Please check your SMS or bank app. Thank you for using Cashkr!”
8. Handling Customer Issues (Communication Focus)
If customer rejects price
✔ Stay polite
✔ Don’t argue
✔ Explain condition difference calmly
✔ Respect their decision
Script:
“No problem, if you are not comfortable with the price, I can cancel the order for now.”
If customer gets angry or rude
✔ Stay calm
✔ Never respond emotionally
✔ Offer peaceful resolution
Script:
“I understand your concern. If you want, we can close this order now. No worries at all.”
If OTP isn’t received
✔ Explain why OTP is required
✔ Help troubleshoot
✔ Avoid blaming customer
9. General Communication Etiquette for Vendors
Do’s
✔ Speak respectfully
✔ Maintain a professional tone
✔ Use simple, understandable language
✔ Listen to customer concerns fully
✔ Keep customer informed at each step
Don’ts
✖ Don’t rush the customer
✖ Don’t sound frustrated or irritated
✖ Don’t discuss personal problems
✖ Don’t promise things outside Cashkr policy
✖ Don’t use slang, harsh language, or sarcasm
10. Quick Scripts for Common Situations
Customer asking “Why price reduced?”
“The app automatically updates the price based on the actual condition found during inspection.”
Customer unsure about safety
“The payment is completely secure. You receive an OTP, and without your OTP the payment cannot be done.”
Customer asks for UPI instead
“For your safety, Cashkr only allows OTP-based payment. It protects both sides.”
Customer worried about data
“You should reset your device before handing it over. If you want, I can guide you.”
11. Red Flag Communication Behaviors (Strictly Prohibited)
🚫 Arguing or shouting
🚫 Blaming Cashkr
🚫 Forcing customer to accept price
🚫 Making personal comments
🚫 Asking customer for extra money
🚫 Using threats or intimidation
🚫 Speaking rudely or showing attitude
Any of these can lead to SLA strikes, hold, or permanent block.