Vendor Behavior & Pickup Guidelines

Team: Vendor Operations / Vendor Onboarding

When Used: After vendor app training, before they start real pickups

Goal: To explain how vendors and their agents must interact with customers during visits — ensuring professionalism, trust, and customer satisfaction.

Tone: Professional, polite, and instructive.

🗣️ English Version (Official Script)

👋 Opening:

“Hi [Vendor Name], this is [Your Name] from Cashkr.

Now that your account is active and you know how to use the app, I’ll explain how to behave professionally during customer pickups — this helps you build trust and maintain high ratings.”

📍 Step 1 – First Contact with the Customer

“When you call a customer for the first time, always:

Introduce yourself clearly — say ‘I’m calling from Cashkr regarding your sell order.’
Confirm the pickup address and available time.
Speak politely and confidently — never rush or sound irritated.

Example:

‘Hi sir/ma’am, I’m [Name] calling from Cashkr regarding your phone sell order.

Can I confirm your address and a convenient time for pickup today?’”

👔 Step 2 – Professional Appearance

“When visiting a customer:

Be clean and well-dressed (no slippers, vests, or casual wear).
Always carry your phone with Cashkr app logged in.
If you’ve assigned an agent, ensure they also maintain the same behavior — they represent your account.”

🧾 Step 3 – At the Customer’s Location

“When you reach the customer:

Greet them respectfully.
Confirm the device details (model, condition, etc.) before inspection.
Politely ask permission to check the phone/laptop.
Avoid unnecessary conversation or personal comments.”

💰 Step 4 – Payment Etiquette

“Once you’ve verified the device:

Confirm the final price shown in your app.
If there’s a price difference, explain it calmly —

Example: ‘Sir, as per actual condition, the final price is ₹_____. Can I proceed with payment?’
Never argue or raise your voice.

Always complete the payment before leaving the customer’s location — either via UPI or cash — and show them the confirmation on your screen.”

📦 Step 5 – Pickup Process

“After payment, collect the device safely, along with its charger or box if available.

Mark the order as Completed immediately in your app.

Do not delay updating the status — delays affect your SLA and rating.”

🚫 Step 6 – Strict Don’ts

“To maintain your Cashkr partnership, please follow these rules strictly:

❌ Do not cancel pickups without informing the customer.
❌ Do not offer personal deals outside the app.
❌ Do not argue, use slang, or behave rudely.
❌ Do not ask for the customer’s personal details beyond what’s shown in the app.
❌ Do not delay payment after collecting the device.”

⭐ Step 7 – Customer Feedback & Ratings

“After completion, customers rate your service.

Always maintain polite tone, be punctual, and communicate clearly — this ensures 5-star ratings.

Vendors with poor behavior or repeated complaints will face account holds or credit penalties.”

🧠 Step 8 – Assigning Agents (If Applicable)

“If you assign pickups to your agents, you are still responsible for their behavior.

Make sure your agent follows the same standards — polite, clean, respectful, and transparent.

Any issue caused by your agent affects your own vendor rating.”

✅ Closing Statement:

“[Vendor Name], this professionalism is what keeps customers trusting Cashkr and helps you grow faster.

If you consistently maintain good communication and ratings, you’ll keep receiving steady orders every day.”

🗣️ Hinglish Version (For Real Conversations)

“Hello [Vendor Name], main [Your Name] bol raha/rahi hoon Cashkr se.

Ab jab aapka account active ho gaya hai, main aapko bataata/bataati hoon ki customer ke sath pickup ke time pe kaise behave karna hai.”

Step 1 – Pehli Call:

“Customer se call pe politely baat karo —

‘Hello sir/ma’am, main [Name] bol raha hoon Cashkr se, aapne ek sell order create kiya tha — kya main pickup time confirm kar sakta hoon?’”

Step 2 – Professional Look:

“Pickup pe hamesha clean aur decent kapde pehno. App me login rahna.

Agar aap agent bhejte ho toh unhe bhi same rules follow karne hote hain.”

Step 3 – Pickup ke Time:

“Customer se device check karne se pehle permission lo.

Kisi bhi baat me argue mat karo. Professional raho.”

Step 4 – Payment:

“Device check karne ke baad final price calmly explain karo.

Payment hamesha customer ke saamne karo — UPI ya cash se.

Aur app me order ko immediately ‘Completed’ mark karo.”

Step 5 – Don’ts:

“Customer se rude mat bolo.”
“App ke bahar personal deals mat karo.”
“Payment delay mat karo.”
“Pickup cancel karke ignore mat karo.”

Step 6 – Reviews aur Agents:

“Customer review deta hai pickup ke baad — jitna polite aur time pe kaam karoge, utni acchi rating milegi.

Agar aap agent bhejte ho toh unke behavior ki zimmedari aapki hoti hai.”

Closing:

“Cashkr par professional vendors ko hi long-term orders milte hain — jitna accha service doge, utni zyada earning aur trust milega.”

✅ Internal Notes for Cashkr Team:

Use this script during final onboarding call or video module.
Attach “Vendor Do’s & Don’ts” checklist PDF.
Make vendors acknowledge policy before allowing first pickup.
If vendor or agent violates behavior norms → mark in SLA tracker.