CODY SPEED ALERT

DAY 1
1.0
INTRODUCTION TO
PERFORMANCE EVALUATION

3
 PERFORMANCE EVALUATION Cody Speed

1) CUSTOMER SERVICE 2)CUSTOMER RETENTION

TOTAL PE 100%

HAPPY CALL
90%
5 PE COLLECTION
90%
HEART SERVICE 25 PE
98%
30 PE S Y S T E M P AY M O D E
50% 95% 50%
2 ND WEEK HS 15 PE
60%
7.5 PE AGING4 RETENTION
0.3%
3 RD W E E K H S 10 PE
90%
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7.5 PE 4
1.0
COMMISSION SCHEME

5
CUSTOMER SERVICE EVALUATION (PE) Cody Speed

1) HAPPY CALL COMPLETION(PE)

HAPPY CALL RESULT

< 80% ≥ 85% ≥ 90%

MARKS 0.0 4.0 5.0

2) HEART SERVICE COMPLETION(PE)

HEART SERVICE
> 90% ≥ 92% ≥ 94% ≥ 96% ≥ 98%
RESULT
MARKS (PE) 10.0 15.0 20.0 25.0 30.0

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CUSTOMER SERVICE EVALUATION (PE) Cody Speed

3 ) H E A R T S E R V I C E 2 ND W E E K ( P E )

2ND WEEK HEART SERVICE

< 55% ≥ 55% ≥ 60%
RESULT
MARKS (PE) 1.5 5.0 7.5

4 ) H E A R T S E R V I C E 3 RD W E E K ( P E )

3RD WEEK HEART SERVICE X 100%

< 85% ≥ 85% ≥ 90%
RESULT
MARKS (PE) 1.5 5.0 7.5

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CUSTOMER RETENTION EVALUATION Cody Speed

5) RENTAL COLLECTION

RENTAL
< 72% >72% ≥76% >80% ≥ 82% >85% >87% >90%
COLLECTION
MARKS (PE)
5.0 8.0 10.0 12.0 15.0 18.0 20.0 25.0
INDI_RATIO<5%

RENTAL
< 65% >65% ≥70% >72% ≥ 75% >78% >80% >85%
COLLECTION X 100%
MARKS (PE)
5.0 8.0 10.0 12.0 15.0 18.0 20.0 25.0
CORP_RATIO>5%

Confidential 8
CUSTOMER RETENTION EVALUATION Cody Speed

6) SYSTEM PAYMODE (PE)

PAYMODE < 80% >80% ≥83% >85% ≥ 87% >90% >92% >95%

MARKS (PE) 0.0 6.0 8.0 10.0 12.0 13.0 14.0 15.0

7) AGING 4 RETENTION

RETENTION RATE > 0.3% >0.5% ≥0.7% >1% ≥ 1.3% >1.6% >2.0%

MARKS (PE) 10.0 7.5 6.0 4.5 3.0 1.5 0.0

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 TOTAL PE CALCULATION(EXAMPLE) Cody Speed

CUSTOMER SERVICE EVALUATION =A CUSTOMER RETENTION =B

EVALUATION
Happy Call(90%) -5
Total HS complete (98%) - 30 Rental Collection (76%) - 10
2ND Week HS(60%) - 7.5 System Pay mode(82.5%) - 6
3RD Week HS(90%) - 7.5 Aging 4 Retention(0.3%) - 10
TOTAL 50 PE TOTAL 26 PE

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GRAND TOTAL 76 PE 10
TOTAL CREDIT POINT CALCULATION Cody Speed

TOTAL CREDIT
TOTAL HS x CREDIT
=A
POINT
= POINT = B

EXAMPLE (150HS)

RM 22 x 70 (table top product) = RM1540

RM 27 x 50 (standing product) = RM 1350
RM 19 x 30 (AP/ other product) = RM 570
RM 3460
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CREDIT POINT Cody Speed

=A
Credit Point: 19 Credit Point: 22
Table Top Table Top Credit Point: 27
(1 Temperature) (3 Temperature) Standing Product

Credit Point: 19 Credit Point: 19 Credit Point: 19

Air Purifier Water Softener Outdoor Filter
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CUSTOMER SERVICE EVALUATION INCOME Cody Speed

Total H/S Credit Point HS

from Total H/S
Completed
x Total % Marks from 7
Areas Performance
Evaluation = INCOME
=A =B
CODY 1 : TOTAL CREDIT POINT 3460 , PE 76

3460 x 76% = RM 2629.60

CODY 2 : TOTAL CREDIT POINT 3460 , PE 100
3460 x 100% = RM 3460.00

RM 830.40
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RENTAL COLLECTION Cody Speed

Target (%) x Total Target = (A)

Total Need To Collect = (A) – Total Collected Amount

EXAMPLE

Total target of the month = RM20,000.00 (E-Trust)

Average collection % target = 76 %

76% X RM20,000.00 = RM15,200.00, 1% = RM152

Current collection = RM15,200.00

Balance to go = RM 20,000 – RM 15,200 =RM 4,800
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CUSTOMER RETENTION EVALUATION(PAYMODE) Cody Speed

Total Rental Account (E-Trust) : 200 Accounts

Total Accounts under Paymode(Auto & Direct Debit)
Total Accounts under non Paymode(Regular)

EXAMPLE

Average Pay mode % target to achieve = 82.5 %

82.5% X 200 = 166, 1% = 1.6 account

Balance account =34 (non pay mode)

• Meaning that only 34 account are able to stay as regular

(non pay mode)
Confidential 15
CUSTOMER RETENTION EVALUATION (AGING) Cody Speed

Total Rental Account (E-Trust) : 200 Accounts

Total Account for Aging 4 : 3 Accounts
Retention Rate : < 1.6%

Retention Rate Account = Total Account X 1.6%

= 200 X 1.6%
= 3.2 Accounts
Total Aging Month Rental Cases Dropped
*Meaning that around 3 ACCOUNTS ONLY can be dropped from
Aging
Total4on
to hand
Aging 5Rental
to earnCustomer
PE point Accounts

Confidential 16
SALES COMMISSION

EXAMPLE : VILLAEM II PRICE : RM3,900.00

PV FOR RENTAL : 2150 PV FOLLOW ACTUAL PRICE

Rental: Outright/Instalment:

15% X 2150PV = RM 322.50 15% X 3900 = RM585.00

40% X RM322.50 = RM129 ONE-TIME PAYMENT

60% X 11months = RM17.60/month = RM 585.00

17
PRODUCT PV POINT

R = 1230PV R = 1200PV R = 2150PV R = 1450PV R = 2600PV

O = 1680PV O = 1600PV O = 2800PV O = 2200PV O = 2200PV

R = 2340PV R = 4000PV R = 1550PV R = 2420PV R = 3800PV

O = 3130PV O = 4850PV O = 2300PV O = 3100PV O = 4700PV
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*Subject to change depends on promotion
6.2) RENTAL/OUTRIGHT PV OF AIR PURIFIER

R = 2300PV R = 1050PV R = 2020PV R = 1350PV

O = 1900PV O = 2200PV O = 2920PV O = 2000PV

R = 2000PV R = 1050PV
O = 2800PV O = 1650PV
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*Subject to change depends on promotion
6.3) RENTAL/OUTRIGHT PV OF OTHER PRODUCTS

R = 0PV R = 1720PV R = 1520PV R = 1600PV

O = 650PV O = 2100PV O = 1900PV O = 1980PV

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*Subject to change depends on promotion
SALE ENCOURAGEMENT INCENTIVE

3 UNITS RM 500
5 UNITS RM 1,000
8 UNITS RM1,200
10 UNITS RM1,500
13 UNITS RM1,800

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SERVICE MEMBERSHIP COMMISSION Cody Speed

EXAMPLE : VILLAEM II
PRICE : RM650.00

Outright/Instalment:

10% X 650 = RM65.00

ONE-TIME PAYMENT
= RM 65.00

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SYSTEM PAYMODE INCENTIVE Cody Speed

< 80% - 0.0 %

> 80% - 0.5%
> 85% - 1.0%
> 90% - 1.5 %
> 95% - 2.0%

EXAMPLE

Total Rental Collection 76 % of the month = RM15,200.00

System Pay mode 82.5% incentive = 0.5% x RM 15,200

RM 76.00
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PERFORMANCE INCENTIVE Cody Speed

REWARD <1 >1 >4 >7 > 10 > 15 > 20

POINTS RM RM RM 400.00 RM RM RM RM
- 200.00 700.00 1,000.00 1,200.00 1,500.00

EXAMPLE
1. 3 SALES – 12 point(VILLAEM 2 OUTRIGHT )
2. 1 SVM – 0.5 point

TOTAL REWARD POINT – 12.5 POINT

REWARD INCENTIVE – RM 1,000.00

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PERFORMANCE SUPPORT Cody Speed

NEW CODY 1 – 3 MONTH

HAPPY FAMILY FUND
RM 500.00

< 12 MONTH > 1 YEAR

HEALTHY FAMILY FUND
RM 50.00 RM 100.00

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CODY COMMISSION Cody Speed

EXAMPLE

SERVICE INCOME (150 HS/20 CP/76PE) – RM 2,280.00

SALES COMMISSION (3 SALES VILLAEM OUTRIGHT) – RM 1,755.00
SALES BONUS (8% X 2800PV X 3) – RM 672.00
SALES INCENTIVE (3 NET SALES) – RM 500.00
PERFORMANCE INCENTIVE (12.5 POINT) – RM 1,000.00
SVM COMMISSION (1 VILLAEM SVM) – RM 65.00
PAYMODE INCENTIVE (83% PAYMODE) – RM 76.00
FAMILY FUND (HAPPY & HEALTHY) – RM 550.00

TOTAL INCOME - RM 6898.00

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2.0
TIME MANAGEMENT

27
 As a Cody/ST,
why do you think a good
Time Management is
important to you?

LET’S THINK!
Time Management Cody Speed

Family HS

Friends RC

House
Chores Rejoin

Leisure Sales
Confidential
 The Time Matrix Cody Speed

Urgent Not Urgent Definition :

Q1 Q2 URGENT
Important

-Things that need

immediate
attention

IMPORTANT
- Things that
Q3 Q4
Not Important

contribute to the
achievement of
your Mission /
Vision / Dream /
Goal
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All activities will fall under one of the 4 Quadrant 30
 Time Matrix vs Service Lifestyle Cody Speed

Urgent Not Urgent

Q1 Q2
Important

HS
HS RC
RC SALE
REJOIN

Q3 Q4
Not Important

31

CHANGE

Confidential 31
All activities will fall under one of the 4 Quadrant
 1 2 3 4 5 6 7

8 9 10 11 12 13 14

15 16 17 18 19 20 21

22 23 24 25 26 27 28

29 30 31

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TIME MANAGEMENT (CASE STUDY 1) Cody Speed

Cody Lina has her own to-do lists for all of her customers aging 1, 2, 3 and 4
respectively. She always takes down the notes on which customer that “promised to
pay” by when and so on.

However, Cody Lina always seems to have an issue to refer back to her to-do lists.
This has affected her RC target and yet she spent so much time to take down notes
but not being committed to them.

How we can help her to manage her time more efficiently?

Confidential 33
TIME MANAGEMENT (CASE STUDY 2) Cody Speed

ST Alif received an urgent phone call from one customer. The customer
was complaining that his product has no water. He requested ST Alif to attend him
immediately. However, ST Alif has already set another HS appointment which
should be done accordingly.

As a Cody/ST, what should ST Alif do when he encounter this kind of

situation?

Confidential 34
TIME MANAGEMENT (CASE STUDY 3) Cody Speed

Cody Gia is currently on an outing with her family. Suddenly, she received
a notification from one customer saying that his product is facing a problem. The
customer was very upset about what happened.

He requested Cody to attend him as soon as possible. Cody Gia really

worried that the complaints might affect her credibility but she is concerned about
leaving the family outing as well.

If you are in Cody Gia’s place, what should you do? Suggest ways to help
Cody Gia solve this situation.

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TIME MANAGEMENT (CASE STUDY 4) Cody Speed

Today is the last day of Sales Closing. While doing HS, ST Caprice
received a call from Cody Manager saying that his sales submission facing CCP
issues. He needs to see his Cody Manager immediately before 4.00 pm to
resubmit the sales application. However, ST Caprice has another appointment to
attend after this.

If you are in ST Caprice’s place, what would you do? Suggest ways to help
ST Caprice solve this situation.

Confidential
 Thank You

See you all after lunch!

3.0
REJOIN & EXTRADE
CHAPTER DIVIDER Cody Alert

REJOIN EXTRADE

• Definition, Values And Types Of Rejoin • Definition And Values Of Ex-trade

• Rejoin Timeline • Types Of Ex-trade
• Consequences of Discontinued Rejoin • Ex-trade Timeline
• Documents Submission • Case Scenarios
• Getting Quotation From E-trust • Documents Submission
• Case Scenario
• Outright Membership Pricing

Confidential
Learning outcomes:
1. Understand what is Rejoin and Extrade and
their values
2. Learned the types of Rejoin and Extrade
3. Master the outright Rejoin pricing for all
Coway products
4. Learned all the documents needed for Rejoin
and Extrade
TYPES OF REJOIN & EXTRADE Cody Alert

Outright
Rental Extrade Outright
Extrade Rejoin

Confidential
 Cody Alert

High
Income

Confidential
REJOIN
Let’s share some
experiences!!
Coway provides after sales service at scheduled intervals of every 2 to 6 months involving :

Confidential
TYPES OF REJOIN Cody Speed

Confidential
REJOIN TIMELINE

4 Months 12 Months
Rejoin Expiry
Before Expiry After Expiry

1. Cody/ST reminds 1. Cody/ST explains 1. Cody/ST encourages

customers whose the quotation and customers whose
membership is T&C to customers. membership has
already expired in 12
going to expire. 2. Cody/ST ensures months.
2. Customers seek customers 2. Consequences,
advice from subscribe Rejoin additional charges
Cody/ST. package. may apply.

Confidential 47
48
Service Discontinued
Filter Change
Product Warranty
- There will be no more
There will be no more
Filter Service and Filter Coway’s Promotion
Heart Service in the
Replacement - Customers’products
intervals of 2 to 6
months. are no longer under
warranty.
- Charges may be applied
to customers who Customers will not be
delayed Rejoin - In case of AS, charges receiving any latest
subscription. may be applied to update or promotion
customers (Labor Charge from Cody/ST at their
& Damage Cost) doorsteps.

Confidential
 Cody Alert
DOCUMENTS SUBMISSION

SERVICE
APPLICATION
=A FORM
=B

QUOTATION FROM E-
TRUST SYSTEM

Cody/ST informed the customer that his/her service membership reaching the expiry date
this month. Hence, the customer request the quotation from Cody/ST and wanted to renew
his/her service membership TR ONCE
CUSTOMER
MADE PAYMENT
Confidential
GETTING QUOTATION FROM E-TRUST

STEP 3:
STEP 1: STEP 4:
STEP 2: Outright
Sales Quotation
Membership Membership/
Management
Rental Membership

Confidential 52
 GETTING QUOTATION FROM E-TRUST

STEP 5:
NEW
Quotation

STEP 6:
Search

Confidential 53
 GETTING QUOTATION FROM E-TRUST

STEP7 :
Insert
Order No

STEP 8:
Search

Confidential 54
 GETTING QUOTATION FROM E-TRUST

STEP 9 :
Tick in the
box

STEP 10:
Click this
icon

Confidential 55
 GETTING QUOTATION FROM E-TRUST

STEP 11 :
Quotation
download

STEP 12:
Yo u r
Quotation is
Ready

Confidential 56
 Cody Alert
CASE SCENARIO

Product :Villaem (CHP08AR)

Service membership expiry:
May 2020
=A Hi Mr Chris, I would

=Blike to remind you

that your service
membership is gonna
Oh really? That means expire in 4 months.
I have only one
service appointment
left? Yes, very true. I will fix
one more service and
there will be no more
Alright, please after that. So I would
prepare a highly recommend you
quotation for me to to subscribe to our
look through first. Rejoin package. Can I
prepare a quotation for
Mr. Chris Cody Farah you Sir?
Confidential
 Cody Alert
OUTRIGHT MEMBERSHIP (WATER PURIFIER)

RM400 RM 425 RM 650 RM 623 RM 604 RM 610

RM745 RM850 RM708 RM680 RM849 RM 650

Confidential 58
 Cody Alert
OUTRIGHT MEMBERSHIP

RM 425 RM 623 RM 642 RM 745 RM 745

Confidential 59
 Cody Alert
OUTRIGHT MEMBERSHIP

RM 570 RM 566 RM 755 RM 519 RM 700 RM 500

Confidential 60
 Cody Alert
OUTRIGHT MEMBERSHIP (AIR PURIFIER)

RM 396 RM 472 RM 519 RM 547 RM 566 RM 755

Confidential 61
 Cody Alert
OUTRIGHT MEMBERSHIP (OTHER PRODUCTS)

RM 350 RM 283 RM 283 RM 283

Confidential 62
 Cody Alert
OUTRIGHT MEMBERSHIP (OTHER PRODUCTS)

RM 620 RM 453 RM 896 RM 755 RM 491

*recommend enrolling to Outright Service Package when Alpha7UF membrane is due for replacement
(36 months) or defect after warranty period

Confidential 63
EX-TRADE

64
 Cody Speed

AFTER 5 YEARS (Rental) / NEW

1 YEAR CONTRACT (Outright)

Confidential 65
TYPES OF EXTRADE Cody Speed

Confidential 66
EX-TRADE TIMELINE

After 1 Year After 5 Years

(Outright Membership) (Rental Membership)

1. Customers are entitled to

ex-trade to a new product
(ex-trade with different product category until further notice
*except mattress)
2. Sales commission and product PV remains unchanged
3. RM10 or RM5 discount for Rental Purchase depending on the product
pricing & category.
4. 20% discount from original price for Outright Purchase.

Confidential 67
 CASE SCENARIO (OUTRIGHT EXTRADE) Cody Alert

Metro 1 year paid Ex-trade to Core

with outright with outright
payment method
payment method
=A =B
Bella, I want to change
my product to a new Ok miss, I will
one, but with big tank recommend you to ex-
capacity too. trade with Core. Do
you want to buy this
time with outright
payment too?
Yes, I will pay full
payment using cash.
Okay Miss Ika, you
would need to fill
in a few docs as…
Confidential 68
Miss Ika Cody Bella
 Cody Alert
CASE SCENARIO (INSTALMENT EXTRADE)

Sally 5 years rental Ex-trade to Inception

without any by instalment
outstanding method
=B

Alya, I want to change

my product to
Inception. Ok miss, which
method do you
prefer for payment
purpose?
I prefer to pay
instalment by credit
card as u advised me
before. Good decision Miss,
you just need to fill
in a few docs…
Confidential Cody Alya 69
Miss Vallie
 Cody Alert
CASE SCENARIO (RENTAL EXTRADE)

Venus 5 years Ex-trade to Tuba

rental without any with rental
payment method
outstanding
=A =B
Yes sure Miss Ira, may
Nini, I have used I suggest Tuba for
Venus for 5 years, can you? May I know do
I change to a new AP? you still prefer to pay
with rental method
too?

Tuba sounds nice to Well great

me, and yes I wanna decision, let me
pay with rental get you all the
payment method forms needed…

Confidential 70
Miss Ira Cody Nini
 Cody Alert
DOCUMENTS SUBMISSION

SOF
Service membership expiry :
=A January 2020
=B

IC

Cody/ST informed the customer that his/her service membership reaching the expiry date
this month. Hence, the customer request the quotation from Cody/ST and wanted to renew
his/her service membership BANK CARD OR
BANK ACCOUNT

Confidential
 Cody Alert
COMPARISON OF NET SALES, EXTRADE AND REJOIN

Service membership expiry :

Ex-trade
=A
Different product PV for Sales and
January
Different T&C2020
and documentations
=B
(for sales commission calculation) applied for Ex-trade and Rejoin

Rejoin
Cody/ST does not the
informed involve new product
customer that his/her service
purchase, while Sales and Ex-trade both Differentmembership
PE point appliedreaching
for Sales,the
Ex- expiry date
this month. Hence,
involve the customer
new product trade and
purchaserequest the quotation Rejoin
from respectively
Cody/ST and wanted to renew
his/her service membership

Confidential
 Cody Alert

Thank You

See you all tomorrow!

CODY SPEED ALERT
DAY 2
1.0
RENTAL COLLECTION TRAINING
 CHAPTER DIVIDER Cody Alert

1) BASIC INTRODUCTION:
MEANING OF RENTAL COLLECTION
CUSTOMER PAYMENT PRIORITY
BENEFITS OF RENTAL COLLECTION
2) ROLE & MINDSET OF DEBT COLLECTOR
3) RENTAL COLLECTION TARGET SETTING & READ RENTAL LEDGER
Group Activities - Target Setting & Read Rental Ledger
4) INVESTIGATE, CLASSIFY AND QUALIFY PROBLEM ACCOUNTS - (Rental Ledger)
Activities – Actual Case Studies (Rental Ledger of the Day)
5) Group Activities - Role Play Presentation base on case study
Confidential
Learning outcomes:
1. Important of rental collection

2. Understand what is rental ledger

3. How to schedule monthly rental collection

activity

4. Able communication and negotiating with

customer regarding their rental collection
1.0
BASIC INTRODUCTION
 BASIC INTRODUCTION: Meaning of Rental Collection Cody Alert

Rental

Known as hiring or letting, is an agreement where a payment is made for the

temporary use of a good, service or property owned by another

Collection

Known as Process of Recovering the amounts owed to a firm by its customers.

Confidential
CUSTOMER 6 MAIN - PAYMENT PRIORITY IN MALAYSIA

Confidential
2.0
ROLE & MIND SET
ROLE & MIND SET – CYCLE RENTAL COLLECTION

Asking

Result
Action

Reponses
Confidential
2.0
Rental Collection Target
CUSTOMER RETENTION EVALUATION Cody Speed

1) RENTAL COLLECTION

RENTAL
< 72% >72% ≥76% >80% ≥ 82% >85% >87% >90%
COLLECTION
MARKS (PE)
5.0 8.0 10.0 12.0 15.0 18.0 20.0 25.0
INDI_RATIO<5%

RENTAL
< 65% >65% ≥70% >72% ≥ 75% >78% >80% >85%
COLLECTION X 100%
MARKS (PE)
5.0 8.0 10.0 12.0 15.0 18.0 20.0 25.0
CORP_RATIO>5%

Confidential 84
CUSTOMER RETENTION EVALUATION

2) SYSTEM PAYMODE (PE)

PAYMODE < 80% >80% ≥83% >85% ≥ 87% >90% >92% >95%

MARKS (PE) 0.0 6.0 8.0 10.0 12.0 13.0 14.0 15.0

3) AGING 4 RETENTION

RETENTION RATE > 0.3% >0.5% ≥0.7% >1% ≥ 1.3% >1.6% >2.0%

MARKS (PE) 10.0 7.5 6.0 4.5 3.0 1.5 0.0

Confidential 85
ACTIVITY - TARGET SETTING

Steps checking RC %

1. Billing & Collection – Click

2. RC by BS - Click
3. Key in Cody Code
4. Search - Click

Confidential
ACTIVITY - TARGET SETTING

1 2 3 4 5

1. Target = Total Outstanding Beginning of the Month

2. Collection = Amount has Been Collected
3. Adjustment = Amount adjusted (eg. Rebate)
4. Outstanding = Balance to need Collect (100%)
5. Out Rate = RC %

Confidential
TARGET SETTING – EXAMPLE

TOTAL TARGET TOTAL COLLECTION

RM25,288.90 RM 978

87% FROM TOTAL TARGET = 87% X RM 25,288.90

= RM 22,001.34

TOTAL NEED TO COLLECT = AMOUNT 87% - TOTAL COLLECTION

= RM 22,001.34 – RM 978

= RM 21,023.34 (INCL DD,CC,REG)

Confidential
1 st ACTIVITY TARGET SETTING

TOTAL TARGET TOTAL COLLECTION

RM35,789.36 RM 2,548.90

87% FROM TOTAL TARGET = 87% X = ????

= RM???

TOTAL NEED TO COLLECT = AMOUNT 87% - TOTAL COLLECTION

= RM???

= RM??? (INCL DD,CC,REG)

Confidential
1 st ACTIVITY TARGET SETTING - ANSWER

TOTAL TARGET TOTAL COLLECTION

RM35,789.36 RM 2,548.90

87% FROM TOTAL TARGET = 87% X = RM35,789.36

= RM31,136.74

TOTAL NEED TO COLLECT = AMOUNT 87% - TOTAL COLLECTION

= RM31,136.74 – RM2,548.90

= RM28,587.84 (INCL DD,CC,REG)

Confidential
2 nd ACTIVITY TARGET SETTING

TOTAL TARGET TOTAL COLLECTION

RM65,789.07 RM 25,555.12

87% FROM TOTAL TARGET = 87% X = ????

= RM???

TOTAL NEED TO COLLECT = AMOUNT 87% - TOTAL COLLECTION

= RM???

= RM??? (INCL DD,CC,REG)

Confidential
2 nd ACTIVITY TARGET SETTING - ANSWER

TOTAL TARGET TOTAL COLLECTION

RM65,789.07 RM 25,555.12

87% FROM TOTAL TARGET = 87% X = RM65,789.07

= RM57,236.49

TOTAL NEED TO COLLECT = AMOUNT 87% - TOTAL COLLECTION

= RM57,236.49 – RM25,555.12

= RM31,681.37 (INCL DD,CC,REG)

Confidential
CUSTOMER RETENTION EVALUATION(PAYMODE)

Total Rental Account (E-Trust) : 200 Accounts

Total Accounts under Paymode(Auto & Direct Debit)
Total Accounts under non Paymode(Regular)

EXAMPLE

Average Pay mode % target to achieve = 82.5 %

82.5% X 200 = 166, 1% = 1.6 account

Balance account =34 (non pay mode)

• Meaning that only 34 account are able to stay as regular

(non pay mode)
Confidential 94
3.0

Reading Rental Ledger – HOW???

 How to search ledger’s header

4.1
4.2 4.3
1
4.5
2 4.6
3

5
6 7
Steps checking rental ledger
1. Sales - Click
2. Order - Click
3. Order Management - Click
4. Option to Search by:-
4.1 Order No – Key in order no.
4.2 Customer Name
4.3 NRIC/Company No. – Customer IC/ Company
Reg No.
4.4 Contact No.
4.5 Serial Number – Product Serial No.
5. Customer Details – Double click
Option to Choose :-
6. Order Ledger 1 – Simplified Rental Ledger
Confidential 7. Order Ledger 2 – Payment details Rental Ledger 96
 How to read ledger’s header

Customer Name Order No. Monthly Rental Fees

&Post Address

1 5 6
7
2
8
3
4 9

Customer Contact No. Product Name

Installation Date
(Date of product been installed)
COWAY-CIMB Virtual Account No.
(Pay through CIMB only)
Jom Pay Ref Number Installation Address
(Address of product installed)

Confidential
 How to read ledger’s footer

Total Total
Total Unbill
Outstanding Outstanding
Amount
Amount Month

Penalty Payment receive Penalty Adjustment Total balance

Amount for Penalty Amount of Penalty
Amount Amount

2nd Example :-

OS Amount must
tally with OS Month

Confidential
 How to read table header

Monthly Payment
Transaction Customer Charges received
date CHEQUE No.

Payment
No. of billing transaction date

- Invoice No.
- Payment Key-in No.
Total
- Payment reference no. Outstanding
- Invoice no. balance
- TR No.

- ONLINE
- B/F - CHEQUE
- Rental Processing fees - CASH
- Rental Payment
- Advance
- Credit Note
- Debit Note
- Reverse Payment
- Rental Reactive Fees
- Penalty

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 What is Doc. No. Type ? - To Understand the Payment Mode

OR • OFFICIAL RECEIPT

WOR • WEB OFFICIAL RECEIPT

BOR • BATCH OFFICIAL RECEIPT

AOR • AUTODEBIT OFFICIAL RECEIPT

ROR • REVERSE OFFICIAL RECEIPT

CN • CREDIT NOTE

DN • DEBIT NOTE

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EOR • eCASH
 Which month customer OS ?

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 KNOW HOW - Rental Collection Listing ?
10
6 8
7 9
4
5
11
1
2
3

1. Collection - Click
2. Search Payment - Click
3. RC by BS (Aging Month) - Click
4. Cody Code – Key in own Cody Code
5. BS Month – Choose all, non or BS month
6. Outstanding Month – Choose aging 1 to 4
7. Is Paid – Choose customer paid or no paid
8. Customer Type – Individual or Corporate Customer
9. Payment Mode - Regular, Direct Debit, Credit Card
10. Search – Click
11. Generate – Click and download the own RC listing
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 Rental Collection Listing ?

• RC listing – Customer total outstanding, payment and balance of the payment

• Every week Cody can print out and check customer payment movement for monitoring
• Remember always check with CM to avoid wrong data and info to customer.

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 CUSTOMER CATEGORIES – RENTAL COLLECTION LISTING

Direct Debit Customer Ageing 1 Customer

Auto Debit Customer Ageing 2 Customer

Regular Customer Ageing 3 Customer

Corporate Customer Ageing 4 Customer

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 GROUP ACTIVITY
DRAFT YOUR RC SCHEDULE –
CURRENT PRACTICE

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 RC SCHEDULE

Review Last month

customer

RC Listing
Collection with regular customer while heart service
RC Reminder

RC Listing
RC Reminder Collection with regular customer while heart service
DD Result

RC Listing
RC Reminder Visit non HS customer collect payment
DD Result

RC Listing
Side visit customer
RC Reminder
Hand collection customer
DD Result

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 EXAMPLE OF - RC SCHEDULE

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RC - ACTIVITIES
AGEING WEEK 1 WEEK 2 WEEK 3 WEEK 4
- CALL & MESSAGE
- SEND RED PAPER NOTICE REMINDER
- CALL & MESSAGE
- WALK IN TO CUSTOMER
3&4 - WALK IN TO CUSTOMER HOUSE
REMINDER
- WALK IN TO
HOUSE CUSTOMER HOUSE

- SEND YELLOW PAPER - CALL & MESSAGE

NOTICE REMINDER
- WALK IN TO CUSTOMER - CALL & MESSAGE
2 - WALK IN TO CUSTOMER
HOUSE REMINDER
- WALK IN TO
HOUSE CUSTOMER HOUSE
- CALL & MESSAGE
REMINDER
- CALL & MESSAGE - CALL & MESSAGE CALL & MESSAGE
1 REMINDER REMINDER REMINDER - WALK IN TO
CUSTOMER HOUSE

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 TIPS FROM SENIOR

Weekly RC Calling and Make sure customer never

Reminder from DD & AD drop to
regular

Ageing 3 & 4 customer Advice customer use credit

start follow up early of card and bank to make
month payment

Make sure ageing 1 & 2 HS month customer can

customer keep making collect payment while
payment service

After DD & AD result, must Non HS month customer

check customer payment need to follow up even no
again service

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3.0
Communication

110
 RENTAL COLLECTION WITH CUSTOMER

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8 tips to debt collection call

1.Identify the customer, then yourself. Make sure you're talking to the right person. ...

2.Keep it friendly and positive. ...

3.Ask for payment in full. ...

4.Pause and listen. ...

5.Have answers for common excuses. ...

6.Find a solution. ...

7.Close the deal. ...

8.Document your effort.

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Collection Call Script - Courtesy call – After Due Date

Hello, this is [your name] with [your company name]. To whom am I speaking?
{Client answers}
Hi, [client’s name]. I’m calling to follow up on [invoice #__________] for [RM __________], which seems to be [XX]
days past due. I wanted to ensure there isn’t a problem with the invoice and, if everything’s in order, find out when
payment will be made.
{Client states that there is a problem}
Well, I’m sure I can get you to the right person to take care of the problem, if it’s not me. What’s the issue?
{Client replies with details. Depending on the situation, solve it immediately or refer to the person who can}
OR
{Client answers there is no problem and that the check will be sent that day}
Thank you. I’ll look for the check in the mail over the next few days. Our terms are net [XX], and we try to keep our
customers’ accounts in good standing so they can take advantage of the credit we’ve extended. We also accept
payment via credit card, or wire transfer. Would you like me to send you instructions for another method?
OR
{Client answers with no problem, but the payment is scheduled for later or not at all}
I’m sorry to hear that. Our terms are net [XX], and this invoice is now [XX] days old. Is there a way to expedite this
payment and get it in the mail today? We also accept payment via credit card, or wire transfer. Would you like me
to send you instructions for another method?
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 Collection Call Script - Follow-up call – 1 week after due date

“Follow Up - broken promise”

Hello, [client’s name]. This is [your name] with [your company name]. I’m calling regarding [invoice #__________]
for [RM __________ ]. We last spoke on [date], when you stated a payment would be made on [date].
Unfortunately, we haven’t received that payment.

{Client states the date is greater than 5 days previous}

That should have reached us by now. I wonder if there’s a problem on our end. Can I reconfirm the payment by
today?

OR

{Client answers they could not send the check}

We must resolve this today. We accept credit cards, and wire transfers, and I can split the payment between
different methods. If paying the entire balance today isn’t possible, would you be interested in a payment plan? I
want to help you make your account current and avoid any further collections.

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 Collection Call Script – AGEING 1
- Hello, [customer name].

- {Customer Answers}

- Im [cody/St name] from Coway.

- Calling regarding [invoice #__________] for [RM __________ ].

- Base on our system, your payment outstanding haven’t clear

- When you would like to make the payment arrangement?

- {Customer Answers}

- Base on the promised made (DATE____ ), 1 day before promised date I would call to remind you again

regarding payment arrangement.

- Thank you, Bye.

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 Collection Call Script – AGEING 2

- Hello, [customer name].

- {Customer Answers}
- Im [cody/St name] from Coway.
- Calling regarding [invoice #__________] for [RM __________ ].
- We last spoke on [date], when you stated a payment would be made on [date].
- Unfortunately, we haven’t received that payment.
- That should have reached us by now.
- I wonder if there’s a problem on our end. Can I reconfirm the payment by today?
- {Client states that there is a problem}
- Remind Customer that outstanding get higher will make customer more harder to make payment arrangement
plus the additional (RM10) charges.
- (Issue Yellow Paper Rental Ledger/ Invoice )

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 Collection Call Script – AGEING 3 & 4

- Hello, [customer name].

- {Customer Answers}
- Im [cody/St name] from Coway.
- Calling regarding [invoice #__________] for [RM __________ ].
- We last spoke on [date], when you stated a payment would be made on [date].
- Unfortunately, we haven’t received that payment.
- That should have reached us by now.
- I wonder if there’s a problem on our end. Can I reconfirm the payment by today?
- {Client states that there is a problem}
- Well, I’m sure I can get you to the right person to take care of the problem, if it’s not me. What’s the issue?
- {Client replies with details. Depending on the situation, solve it immediately }
- Remind Customer that outstanding get higher will make customer more harder to make payment arrangement
plus the additional (RM10) charges.
- Advice Customer that heart service will not provided, might affect water quality, and if product have any problem
not able to claim AS.

- (Issue Red Paper Rental Ledger/ Invoice )

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4.0
GROUP ACTIVITY - Case Studies

118
 CASE STUDIES – BY GROUP
Case Studies 1

One of your customer got outstanding 2 months, but when you asking for payment, she
inform the product and payment is in charge by her son, but her son currently working at
town area, and you can’t contact to her son too, how you want to get the payment from
this customer?

Case Studies 2
Customer had promise to will make the payment 25th of Dec, but after you check,
customer still do not make the payment, when you call to customer, customer refuse
answer your phone, so what you will do and follow up with customer?

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 CASE STUDIES – BY GROUP
Case Studies 1

One of your customer got outstanding 2 months, but when you asking for payment, she
inform the product and payment is in charge by her son, but her son currently working at
town area, and you can’t contact to her son too, how you want to get the payment from
this customer

Case Studies 2
Customer had promise to will make the payment 25th of Dec, but after you check,
customer still do not make the payment, when you call to customer, customer refuse
answer your phone, so what you will do and follow up with customer

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 CASE STUDIES - BY GROUP
Case Studies 3

You are just receive a customer from your Manager, this customer is from credit card
convert to regular, and currently got 3 months outstanding with handling fees, according
manager this customer refuse to paid the outstanding with handling fees, how you want to
handle this customer and ask customer convert to credit card again?

Case Studies 4
Customer having high outstanding 4 months, you try to contact with customer for Heart
Service and rental collection, but can not reach customer, you have sent SMS and
WhatsApp's, customer also no reply, what you will do for this situation?

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Thank You
 Cody Alert

GROUP PHOTO

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 Cody Alert

Thank You

See you on next training!