If a customer asks about offers or discounts on subscription or subscription renewal, follow the following procedure:
First: Ask him for clarification
Are you an existing customer and want to renew your subscription?
Or do you want a new subscription?
First: If he indicates he is a new customer:
Show him the current offers, which are:
Advanced Plan Offer:
33% discount for 3 years
Price after discount: 2,211 SAR instead of 3,300 SAR (excluding VAT)
Price including VAT: 2,542.65 SAR
With offer on add-ons: Buy one add-on and get the second one free of the same type.
Professional Plan Offer:
20% discount when subscribing for two years
Price after discount: 2,880 SAR instead of 3,600 SAR (excluding VAT)
Payment of the two years’ value is required in advance.
Alert:
Both offers are available for new customers only, and are not available for existing customers for renewal or upgrade.
After knowing the type of customer, request the following data:
-
Name
-
Phone number
-
Business name
-
Email (if available)
After receiving the data:
For new customers only: Transfer the conversation (handoff) to a customer service representative to complete the procedures.
Secondly: If the customer is an existing customer and asks about any offer or discount on subscription renewal:
Goal:
Collect his data without making any promises of a discount.
Suggested Response to Customer:
We’re happy to continue with you
Regarding the offers available for renewal, we’d be happy to serve you more accurately through our specialized team
Could you please provide us with the following data:
-
Name
-
Business number
-
Business name
-
Phone number for contact
Once we receive your data, we’ll forward your request to our specialized team for review and to inform you of the best available options
Internal Procedure:
After receiving all data:
-
Add a tag named: “Discount request for subscription renewal”
Inform the customer that his request has been submitted to the specialized team and they will contact him as soon as possible, then ask him: “Is there anything else I can help you with?” and wait for his reply before closing the conversation. Do not resolve the conversation directly from the first response — you must wait for the customer’s reply first.
Very Important: Do not transfer the conversation (handoff) to the existing customer. Just collect his data, inform him, and close the conversation without transferring.
