SALES ENROLLMENT CONFIRMATION SCRIPT (SME)

(OIB/SME BROADBAND/SV/F5/MARKETING TOOLS/O365/NEW DEL/1+DEL/Vx)

Mr/Ms/Mdm do you agree to proceed to purchase package (RM) Office in A Box Dengan Kelajuan 4Mbps berharga
rm268___(1)?, (Pause for yes/no only proceed if it is a YES/OK/ AGREE) (2)
(If more than 1 line , state each package for how many line)
Do you understand that the new package will cost you (RM) ___268_______MONTHLY (3)? (Pause for yes/no
only proceed if it is a YES/OK/ UNDERSTAND) (4) (If more than 1 line, sum up all the packages price)
(5) Mr/Ms/Mdm, I would like to inform you that this conversation is recorded to safeguard our mutual interest and this
shall be the basis of your contract with Telekom Malaysia. Please be assured your information will be kept private and
confidential by Telekom Malaysia and will not be shared with anyone without your consent.
Before I proceed with the activation of your new phone/internet plan, I need to obtain some of your contact details?
1.
2.
3.
4.
5.

Can I have your name (as spelled in IC)? (6)

Can I have your IC number? (7)
Can I know what is your job designation in the company is? (to confirm ownership and eligibility to sign up for
plan) (8)
Do you have any other contact number (phone or hand phone) (9)
Can I have your e-mail address? (10)

For the package registration we need to verify:

1. Mr/Ms/Mdm (read PIC name as IC), this is to confirm that you are authorised by the ____ (company name) ____
(11), on subscription of related TM voice/internet.
(Pause for yes/no only proceed if it is a YES/CORRECT/AGREE/OK) (12)
2. Please also confirmed that you, as the (read PIC designation) (13) of this company is the authorised person to do
any changes with regards to all related voice/internet packages
(Pause for yes/no only proceed if it is a YES/CORRECT/AGREE/OK) (14)
Now I need to confirm that I have the company registration information correct (repeat to the customer)
1.
2.
3.
4.
5.

The company name is (company name spelled to customer). (15)

Company DEL number for this package registration (read the number completely) (16)
( If more than 1
line, state each line taken which package)
Company registration number is (company registration no) (O365 - COMPULSORY) (17)
Company address is (company billing address) (18)
Other plan related information (such as preferred login ID, etc) (For upgrade TSE can reveal login ID based
on system) (O365 COMPULSORY FOR DOMAIN) (19)

To finalize the package purchase, I would like to read out the terms and conditions for this package:
1.
2.
3.
4.
5.
6.

TSE must explain/summarize complete product features to customer (22)

The price for this __(repeat all purchased plans)__ (23) is RM (say the price clearly & accordingly) (all the
chargers such as package price, first month billing, enhances facilities if any, call usage, service tax etc... )
Activation of this call plan will start on your next billing cycle. (24)
Minimum subscription period for Package (mention package type) is (refer to T&C, say the timeframe
clearly) (25)
Termination fee for Package (mention package type) is (refer to T&C, say the penalty fee (RM) clearly &
according to the plan) (26)
Internet installation 3-7 working days. (27)***(If customer is existing TM internet subscriber read script
27a)

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VERSION 2.0 / 08th October 2012

*** 27a) this is a new installation that will not affect the current package TM internet as the internet will remain
active as usual
*** (If customer enquiry regarding the cancellation of current package TSE needs to follow below statement)
*** 27b) Customer may walk in to TM Point or call TM 100 for further assistance.
(***)Script with this symbol is not compulsory and should be read according to situation.

Do you understand the terms and conditions as stated to you earlier? (Pause for YES/UNDERSTAND/OK) (28)
****As a TM procedure, we need to obtain acknowledgement from your higher management / Employer with regards to
the purchase of this package. Kindly provide us with the contact details of your higher management (29):
29a. If the answer is (No / Not Necessary) Mr/Ms/Mdm (read PIC name as IC), this is to confirm that you as the
(read PIC designation) of this company, will be fully responsible on the subscription of package
(RM)______________for the fixed line number/account number_____________.
(Pause for yes/no only proceed if it is a YES/CORRECT/AGREE/OK
29b. If the answer is Yes Please obtain the related contact number and do the acknowledgement as per script.
(Refer acknowledgement script).
Thank you for subscribing OIB Lite package. As our appreciation towards your loyalty to TM, you are entitle to
subscribe add on package (TM Rewards Membership - Explain package and benefits) (29a)
(FOR OIB LITE ONLY)

QA DEPARTMENT
VERSION 2.0 / 08th October 2012

TM Rewards Membership Script

Thank you for subscribing (read name of product). As mentioned before, in order to show our loyalty towards our
customers, we would like to offer you the TM Rewards membership.
Explanation on TM Rewards:1. TM Rewards is a customer loyalty programmed by TM to recognize and reward our loyal customers with
great offers and privileges.
2. Customer will be rewarded with points for their support and loyalty with TM and with the accumulated points,
customer can redeem for bill rebates or the great merchandises from the TM Rewards catalogue. For look
more offer and privileges customer can go to www.tm.com.my and click TM Rewards. Alternatively, you
can visit any TM Point or call 1300 88 8887 for assistance.
3. For your information, currently point offered are 500 reward points upon subscription through TM online
portal(customer register his/herself) and 200 reward points through TM personnel. However, a special
promotion given if customer subscribe through TMSC today.
i) already member 500 extra reward points will be given
ii) non-member 700 reward points will be given
If customer already TM Rewards member:
Mr/Ms/Mdm, kindly be informed that Mr/Ms/Mdm will be given extra 500 points through this registration.
Proceed to Call Closing.
If customer not a TM Rewards member:
Mr/Ms/Mdm (read PIC name as IC), do you agree to be a member of TM Rewards? (Only proceed if it is:
YES/OK/AGREE)
If YES:
Mr/Ms/Mdm (read PIC name as IC), this is to confirm that you are authorised by the (company name) to redeem the
point? (Pause for yes/no only proceed if it is a YES/CORRECT/AGREE) (11)
Mr/Ms/Mdm, kindly be informed that Mr/Ms/Mdm will be given 700 points through this registration.
Before I proceed with the registration, I need to reconfirm some of your information.
Do you agree that we will refer to your company and personal details provided to us during registration of (read name
of product) just now? (Only proceed if it is: YES/OK/AGREE)
1. Your full name is ___________________. (Repeat PIC name as per IC)
2. Your IC Number is _______________. (Repeat to the customer)
3. Your contact number is _________________. (Repeat to the customer)
4. Can I have your active/ preferred email address for the TM Rewards membership Activation link to be sent
to?
5.

If NO:

Customer gives their email address.

(Email Consent- please tick YES/NO in column Email Consent)
May I get your consent to use the information that you have provided to us in
order to register your company in this program and send all communications
about TM SME campaigns to your company through email, direct mail or sms?
(YES/NO Update in CRM)
Proceed to Call Closing.

CALL CLOSING
Is there anything else I can assist you Mr/Ms/Mdm? (Yes / No) If you have any further enquiries, please do no hesitate
to call our Telekom Malaysia customer service Toll Free Number at 1-800-888-SME (763) for further assistance. Thank
you for your time.

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VERSION 1.9 07 August 2012

(41)Is there anything else I can assist you Mr/Ms/Mdm? (Yes / No) If you have any further enquiries, please do no
hesitate to call our Telekom Malaysia customer service Toll Free Number at 1-800-888-SME (763) for further
assistance. Thank you for your time.
*** (If the person agree on behalf PIC, TSE need to obtain acknowledgement of PIC)
This is to acknowledge that your (on behalf name and designation) has agreed to subscribe plan (package name) to
your fixed line number with a monthly charges of RM _____.Do you wish to proceed with this package? ( Pause for
yes/no only proceed if it is a YES/AGREE)
**If more than one line, please indicate each line taken and total package amount

QA DEPARTMENT
VERSION 1.9 07 August 2012

SKRIP PENGESAHAN JUALAN PENDAFTARAN (SME)

(OIB/SME BROADBAND )
Adakah Encik/Puan/Cik bersetuju untuk melanggan pakej (RM)_________________________(1)? (Sila tunggu pelanggan
menjawab ya/tidak teruskan pendaftaran jika YA/OK/SETUJU) (2)
(Jika lebih dari satu talian, nyata pakej diambil untuk berapa talian)
Adakah Encik/Puan/Cik faham harga bagi pakej baru ini adalah (RM)__________________ SETIAP BULAN (3)? (Sila tunggu
pelanggan menjawab ya/tidak teruskan pendaftaran jika YA/OK/FAHAM) (4)
(Jika lebih dari satu talian, sila nyatakan jumlah semua harga pakej diambil)
(5)Encik/Puan/Cik, saya ingin memaklumkan bahawa perbualan ini telah dirakam untuk melindungi kepentingan bersama dan juga
sebagai asas kontrak syarikat Encik/Puan/Cik dengan Telekom Malaysia. Untuk makluman pihak Encik/Puan/Cik, segala maklumat
yang diberikan dianggap sulit dan tidak akan dikongsi dengan mana-mana pihak tanpa persetujuan dari pihak Encik/Puan/Cik
Sebelum saya meneruskan pendaftaran pakej panggilan/internet ini, saya perlu mendapatkan beberapa maklumat:
1.
2.
3.
4.
5.

Boleh saya mendapatkan nama Encik/Puan/Cik (eja seperti dalam kad pengenalan)? (6)
Boleh saya mendapatkan nombor kad pengenalan Encik/Puan/Cik? (7)
Boleh saya mengetahui jawatan Encik/Puan/Cik di dalam syarikat ini? (untuk mengesahkan pemilikan dan kelayakan untuk
mendaftar) (8)
Boleh saya mendapatkan nombor yang boleh kami hubungi (telefon atau telefon bimbit)? (9)
Boleh saya dapatkan alamat e-mail Encik/Puan/Cik? (10)

Untuk pendaftaran pakej saya perlu mengesahkan:

1. Encik/Puan/Cik (sebutkan nama PIC seperti dalam IC), sebagai pengesahan anda adalah pegawai yang diberi kuasa oleh
_____(nama syarikat)____ (11) untuk mengendali semua pendaftaran pakej panggilan/internet berhubung dengan TM.( Sila tunggu
pelanggan menjawab ya/tidak teruskan pendaftaran jika YA/BETUL/SETUJU/OK) (12)
2. Sila sahkan juga Encik/Puan/Cik sebagai (sebutkan jawatan PIC)(13) di syarikat ini,anda mempunyai kuasa untuk melakukan
sebarang perubahan untuk semua pendaftaran pakej panggilan/internet..(Sila tunggu pelanggan menjawab ya/tidak teruskan
pendaftaran jika YA/BETUL/SETUJU/OK) (14)
Sekarang saya akan mengesahkan semula maklumat syarikat sama ada betul ataupun tidak(sila ulang semula kepada pelanggan)
1.
2.
3.
4.

Nama syarikat adalah (sila eja kepada pelanggan) (15)

No talian tetap yang ingin didaftarkan. (sila sebut dengan lengkap) (16) (Jika lebih dari satu talian, nyatakan setiap talian
mengambil pakej apa) (Tidak perlu untuk Pakej New DEL & 1+DEL)
Nombor pendaftaran syarikat adalah (sila sebut dengan jelas) (O365 WAJIB) (17)
Alamat syarikat adalah (alamat surat-menyurat/bil syarikat) (18)

Untuk mengesahkan langganan pakej saya akan membacakan terma dan syarat untuk pakej ini;
1.
2.

Sebutkan semula ciri-ciri produk selengkapnya kepada pelanggan. (22)

Harga pakej _______(sebutkan kesemua pakej)______(23) ialah RM (sebutkan harga dengan jelas) (harga pakej, caj bulan
pertama, enhances facilities jika ada, caj panggilan, cukai perkhidmatan dll)
3. Pengaktifan untuk pelan panggilan akan bermula pada tarikh bil yang akan datang(24)
4. Tempoh langganan minima Pakej (sebutkan nama pakej) adalah (sila rujuk T&C, sebutkan tempoh dengan jelas) (25)
5. Bayaran pembatalan Pakej (sebutkan nama pakej) adalah (sila rujuk T&C, sebutkan harga penalti dengan jelas) (26)
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VERSION 1.9 07 August 2012

6.

Tempoh pemasangan 3-7 hari waktu bekerja. (

Adakah Encik/Puan/Tuan/Cik memahami terma dan syarat pelan ini? (sila tunggu sehingga pelanggan berkata YA/FAHAM/OK) (28)
****Sebagai prosedur TM, kami memerlukan nombor telefon pihak atasan anda untuk memaklumkan pendaftaran ini kepada mereka.
Sila dapatkan nombor pihak atasan (29):
29a. Sekiranya jawapan pelanggan (Tidak / Tidak perlu) Encik/Cik/Puan Cik (sebutkan nama PIC seperti dalam sebagai
pengesahan anda sebagai (sebutkan jawatan PIC) di syarikat ini, akan bertanggung jawab sepenuhnya untuk untuk semua
pendaftaran pakej panggilan/internet pakej (RM)______________untuk nombor talian / no akaun _____________.
.( Sila tunggu pelanggan menjawab ya/tidak teruskan pendaftaran jika YA/BETUL/SETUJU/OK)
29b. Sekiranya jawapan pelanggan Ya sila dapatkan nombor telefon yang perlu dihubungi dan teruskan dengan acknowledgement
skrip seperti dalam skrip (Sila rujuk acknowledgement skrip)

QA DEPARTMENT
VERSION 1.9 07 August 2012