Store Vendor Communication & Customer Interaction Script

Used by: Store Partnership / Channel Expansion Team

Purpose:

To train Onboarding Associates on how to guide store vendors in handling in-store customer communication — from greeting and explaining the offer to addressing objections, verifying IDs, and maintaining Cashkr’s service standards.

🎯 Objective

To help onboarding associates:

Understand Cashkr’s expected communication style for store-level interactions
Teach vendors how to handle customers professionally while maintaining transparency
Reduce disputes, rejections, and miscommunication during quoting or payment

🎙️ Internal Training Script for Onboarding Associates

🗣️ 1. Explaining the Importance of Communication

Associate Explanation:

“At partner stores, the Cashkr vendor or associate is the face of the brand.

Good communication builds trust, makes customers comfortable sharing their device, and increases conversions.

Every conversation should feel like a guided consultation, not a hard sell.”

🗣️ 2. How to Start the Interaction

Associate Guidance:

“When a customer walks in to sell their old device, the vendor should greet them warmly and set a confident tone.”

Sample Opening Line:

“Namaste sir/ma’am 👋, welcome to Cashkr Partner Store.

I’ll help you check the exact resale value of your device — it’ll take just a few minutes.”

Keep it friendly, calm, and professional — never rushed.

🗣️ 3. While Asking Device Questions in the App

Associate Explanation:

“When the vendor is filling condition questions, they should explain what’s being asked instead of silently tapping options.”

Example:

“I’m just checking a few quick points — screen condition, body, and accessories.

This helps us give you the most accurate price.”

Customers should always understand why these questions are asked — it creates confidence in the quote.”

🗣️ 4. When the App Generates the Quote

Associate Explanation:

“Once the instant price appears, the vendor should present it clearly and factually — no hesitation or manipulation.”

Example:

“Based on your device condition and market value, the Cashkr system is offering ₹14,700 right now.”

Then pause and let the customer respond. Don’t rush into convincing — give them control of the decision.”

🗣️ 5. Handling Common Customer Objections

Associate Explanation:

“Sometimes customers say things like ‘I got a higher price elsewhere’ or ‘Can you increase the offer?’

Vendors must be trained to handle this calmly using facts, not arguments.”

Objection	Recommended Response
“Another platform gives higher price.”	“I understand, sir. Please note — our price includes instant payment and verified pickup today itself, not after 2–3 days like others.”
“My phone is brand new — why so low?”	“Prices depend on current resale demand and model depreciation, but you can also opt for a manual bonus offer to get a slightly higher amount.”
“Can you increase it by ₹500?”	“Sure, sir — I can give a manual top-up above the system price. (If Possible)
“I’ll sell later.”	“No problem, sir. Prices change daily, so you can check again anytime. It’s a free quote — you’re always welcome.”

“Teach vendors to keep tone polite, non-defensive, and customer-centric. Their goal is to inform, not argue.”

🗣️ 6. When Customer Accepts the Offer

Associate Explanation:

“Once the customer agrees to the price, the vendor must confirm everything clearly before proceeding.”

Example:

“Perfect, sir. I’ll just verify your ID and process the payment. You’ll get the amount in your account instantly.”

Transparency before ID or payment creates trust and avoids disputes later.”

🗣️ 7. During ID Verification and Payment

Associate Guidance:

“Vendors must inform the customer why ID is required — not just ask for it.”

Example:

“We just need your Aadhaar or PAN to verify that you’re the owner — this step is required for instant transfer.”

Once verified, vendor should reconfirm the payment method (Wallet or voucher) before completing the order.”

🗣️ 8. While Issuing Voucher Instead of Payment

Associate Explanation:

“If customer chooses voucher, the vendor should highlight the added bonus but remain transparent.”

Example:

“You’ll receive a store voucher worth ₹14,700 + ₹500 bonus. You can use this to buy anything at this store — it never expires.”

Avoid overselling or false promises — honesty ensures repeat trust.”

🗣️ 9. Professional Conduct Expectations

Associate Explanation:

“Cashkr expects all vendors to follow these basic professionalism rules at the store:

• Be present in neat, clean attire.

• Never use slang, arguments, or raise voice.

• Never offer cash directly — all payments go through the app.

• Maintain respectful tone even if customer disagrees.

• Do not sit idle while customer fills answers — guide them.

This behavior differentiates Cashkr service from local buyers.”

🗣️ 10. End-of-Interaction Etiquette

Associate Explanation:

“After the order is complete, vendors should always close with gratitude.”

Example:

“Thank you for using Cashkr. You’ll get an SMS confirmation shortly.

If you ever want to sell another device, just visit us again — it’s instant and safe.”

This small line increases repeat customer likelihood.”

🧩 Internal Team Notes (Quick Reference)

Stage	Vendor Focus	Communication Goal	Key Reminder
Greeting	Warm welcome	Build trust	Avoid pushy tone
Quoting	Transparency	Explain logic of price	Avoid false promises
Objection	Polite handling	Educate customer	Use facts, not emotion
Payment	Verification	Explain ID step	Always confirm before pay
Closure	Gratitude	Positive impression	Invite repeat visit

🧾 Key Phrases Associates Must Reinforce During Training

✅ “Price is system-generated and non-negotiable — honesty builds trust.”

✅ “Explain every step — customers should feel guided, not confused.”

✅ “Be calm even if customer disagrees — our tone reflects our brand.”

✅ “Always inform before taking ID or making payment.”

✅ “Never discuss Cashkr margins or commissions with customers.”

✅ “Use bonus voucher as a friendly upsell, not a trick.”