NEO SHIP CALL PITCH

OBJECTIVES

1. Making sure that the Cx post this call knows about Byju’s Classes, different USPs of
Byju's Classes,user level problems we are solving with the Byju's classes and knows
how to attend the classes on the portal leading to a 90%+ attendance overall
(DOJ+W1+W2).

PITCH PLAN

Time(Seconds
Sl. No. Key Points )
1 Greetings. Introduction of PE. Purpose of Call. 10
2 Understand Student's Study Pattern/Behavior. 60
3 Understand Parent's Expectations 30
4 Infer Reason For Purchase 30
5 Confirm Details,Course,Payments 45
Discuss Byju's Neo Classes Login Procedure & About the
classes features and USPs(Bridge Classes, Language &
6 Proficiency) 600
7 Introduce Schedule 60
8 Whatsapp Optin 10
9 Set Premise For Next Call 30
10 Share Helpline Number,Support email, Mention Availability 20
11 Q&A 60
Total Call Duration (Minutes) 15
PITCH PEDAGOGY

Heads Up: Text in //—// these are comments which may help you to personalize your
conversation with the user.

With Parent

//Introduction//

Greetings Sir / Ma’am,

My Name is <Abhishek Jaiswal>, I’m calling from Byju’s-The Learning app am I speaking to
<Student’s Name-Rohan> or <Rohan’s> family member.

Pause, wait for the user's response and proceed accordingly.(Y/N)

Thanks for confirming me the same <Parent’s Name-Mr. Singh(please don’t use sir/ma’am we
need to respond to them with the initial just be careful that it should sound respectful and warm
to the user)> I hope Mr/Mrs. Singh, you only attended the counseling session for Rohan hosted
by our Byju’s counselor<BDA Name> pause, wait for the Cx response(Y/N) and proceed

//Agenda of the Call-//

So I have called today to confirm few details of the course that you have opted for <Rohan>,
discus about the ongoing study progress of the child to explain you how to take the online
classes that you have opted for<Rohan> and the different learning partners we are using to
make learning fun and engaging for <Rohan>

//Now you ask permission from the user and the user will be motivated also to have a word with
you//

So sir is this the right time to speak to you?(Y/N) //certain time you will also need to create the
urgency//

//Call Integration:
Part 1- Details,Course & Payment Confirmation
Part 2- DOB,Reason of Purchase,Marks collection & Whatsapp Optin
Part 3- Giving your details and communication channel to the user end-end.
Part 4- Neo Briefing and Logging Procedure//
//Part 1//

So sir I see the student’s name is <Rohan> pause, wait for the Cx response(Y/N) and proceed.
The parent name here is <Parent’s Name on SF>pause, wait for the Cx response(Y/N) and
proceed.

//Confirm the email address and also ask out if the Cx wants to add an alternative email
address.
Confirm the Registered Mobile No.(RMN) and ask out for an alternative no.(important if no
alternative no. is there//

So the email id is <[email protected]> pause, wait for the Cx response(Y/N) and proceed. Mr.
Singh would you like to add an alternative email id also? wait for the Cx response(Y/N) if (Y)
add the email id on SF.

So, Mr. Singh the Registered mobile number is <+91-xxxxxxxxxx>pause, wait for the Cx
response(Y/N) and proceed.So moving ahead the RMN will be the only no. where we will reach
out for any communication related to Byju’s but Mr. Singh we will also require an alternative no.
so if in case we are not able to reach on the RMN and there is something important to inform
you or the student we can reach. Please help me with an alternative no. also Mr. Singh.

//we have to stress for alternative no. and there will be certain users just you created a
urgency/enabled an importance the user might end up giving 4-5 nos. We will limit to only 2
alternative nos.//

So I see <Rohan> is presently studying in Class<4/5/6> from <CBSE/ICSE/State> board pause,

wait for the Cx response(Y/N) and proceed.

Mr. Singh the course that you have opted for <Rohan> is from class <Order details. Eg 4 to 8>
with Byju’s Classes // please be very specific like Mr. Singh the course you have opted for
Roahn is from Class 7-8 where you have opted Byju's classes for all the classes or you have
opted Byju's classes for class 4&5// with <Tablet with specs.> // Eg: Lenovo 10’ Wifi//
pause, wait for the Cx response(Y/N) and proceed.

//Payment Confirmation- This is very integral in detail confirmation and we want you to
be very confident while confirming the course fees. Avoid using Financial terms like Sale
value,Loan value,ESC,Auto Debit, etc//

So Mr. Singh the total course fees is <Total sale Value> where you have paid a Downpayment
of <DP value> and the rest <Loan Value> is on EMI for <Tenure> months through <Financial
Institute Name> and the per month EMI will be <EMI Value>.pause, wait for the Cx
response(Y/N) and proceed.
//Part 2//

Mr. Singh since we have certain activities regarding the students DOB so can you please help
me with Rohan’s DOB pause, wait for the Cx response(Y/N) and proceed. Get the DOB and
update in SF.

So Mr. Singh since as a parent you have opted this course for Rohan what as parent motivated
you to go ahead with Byju’s course<Listen very carefully to the Cx as a lot of retention points
are here and please draft the same on your SF a/c notes to utilize further>. Once the Cx has
told the reason a positive rebound should be there from your end.

//Eg.- Reason for purchase- My neighbor bought the course for their child and I have seen a
couple of times the Byju’s advertisement hence we want to check how it helps Rohan with
studies.
Your Response-Thanks Mr. Singh for sharing such a response with us we make sure that
whatever you have listed down to me I’m having a note of the same and I’ll make sure that
whatever issues Rohan has with studies i’ll be helping him to resolve the same leading to better
development in concepts of math and science and also will make sure that he enjoys while
using the Byju’s App and Classes//

//Language//

Explain about the Language:

So Mr. Singh, as I see that you have opted further all communication and teaching for the
student in English+Hindi. So here the tutor and the mentor conversion will be in Hindi and
English.

//Proficiency-
This is very critical and we should be able to portray it in a very meaningful way. The delivery of
this proficiency has to be put forward so that the user understands about the personalisation.//

Explain the Batch Proficiency to the user:

Now Mr. Singh, since we need to track the progress of Rohan’s studies and development I see
that the marks submitted by the counselor are <70%> in Math and <65%> in science. wait for
the Cx response(Y/N) and proceed. The reason behind confirming the same as <Rohan> will be
given a batch as per the performance and also the students on the batch will be on basis of their
current performance and know the exact requirement and provide them studies as per the
requirement, This helps in personalizing the students journey with the classes and best guide
possible.
Mr. Singh we are having a whatsapp feature to keep you updated with the progress of Rohan so
would you like to receive the same on your whatsapp no. pause, wait for the Cx response(Y/N)
and proceed. If (Y) Mr. Singh, can you please confirm for me if the RMN is only the Whatsapp
no, or there is some other no.<make the changes as per requirement>.

//Whatsapp optin is an important feature as the Cx receives progress reports and different other
information//

//Part 3-Crisp and Short//

So Mr. Singh, before I start briefing you about the online classes,I want you to note down a few
details as these are very important for you and with the on-going Byju's journey. So are you
handy with a pen and a paper, pause, wait for the Cx response(Y/N) and proceed.

So sir please write down my name<Abhishek Jaiswal>....

Make him right the helpline no.
Working Hours
Support email id
Student’s Portal Link-learn.byjus.com/login
Schedule of the Neo classes

If the Cx isn’t able to write please send an welcome email with all these details and SMS but try
to make him write as it is very important

//Part 4//

So before getting you started with the classes Mr. Singh, I would like to highlight some of the
Key features of this class which will help out Rohan a lot with his studies.

Explain the 2 teacher-Feature:

So this is one of the prime features of our online classes where we have a master teacher who
is teaching the concepts to the student and a second teacher somehow felicitate the class and
resolve students' doubt during the classes. So that all the students get equal attention.

Explain about the Bridge Classes:

So as you know Mr. Singh, that many students face a lot of issues with understanding the basis
or may have forgotten as the concept was not taught better earlier to the students which causes
a learning gap in the students studies and the student starts disliking the topics. So to
overcome this issues for student we will be giving students classes of certain basic topic
understand before we start something new where basic concepts will be needed.So these are
classes which will be held for the students where we will be teaching certain topics from earlier
grades to bridge the learning gap we host such classes within the given classes schedule.
So hope you have understood the above features Mr. Singh,pause, wait for the Cx
response(Y/N) and proceed.

Well now I’ll take you online. I hope you have a spare device at home,pause, wait for the Cx
response(Y/N) and proceed.

If (Y) make the Cx login on the spare device. If (N) ask him if he is using a smartphone if (Y)
make him login on the same smartphone asking him out to be on speaker and to follow your
instructions.

While making the user login to the student portal as mentor you should limit what the user
should see on screen and be very specific about the navigation on the device and understand
the tech challenge a user may come across and ease those challenges with your
communication.

// So Mr. Singh please open Chrome Browser on your smartphone and wait once the user
confirms and asks what he sees. Once you are sure he is on the right track, move ahead or
guide the user. Mr. Singh now please typin the website on the search column which I have
made you write down repeatedly on learn.byjus.com/login. So once you search this either the
website will directly open or a google search will happen.(limit). Proceed accordingly now and
get him into the portal home page//

So once the user has logged in successfully, show him how to take the classes on the portal.
Once done it’s also recommended to get the user set a password so the OTP challenge could
be overcomed.

//Now there is one thigh in practice while setting up a password you can recommend the user to
set the RMN as password itself so that they never forget the password//

// #Call closing- This is that phase of the call where you take assurity that whatever have you
explained to the user he has understood a good rapport is built between you and the user and
the user is happy with the kind of informative communication you have delivered to the user//

So I hope Mr. Singh, you have understood everything I have explained to you. Is there anything
you would like to know from me?pause, wait for the Cx response(Y/N) to proceed.(this is best
place to create a better understanding with the user)

So thank you for the time you have given to me and I would like to remind you Mr. Singh that
moving ahead I’ll be the only point of contact for you from Byju’s and you also have my details
written so please save it and keep it with you for a better experience with Byju’s The Learning
App. I know Mr. Singh that your counselor <SP Name> has also informed you that you can
reach him but once you inform him about the issue the concern is raised to me and then I’ll only
help you out so moving ahead please reach me for faster resolution.

// It’s very important to pitch and stress on these lines to the user in polite way.//

So right now Mr. Singh I’ll forward your call for a small feedback. It will take 10-15sec of your
and post that you can disconnect the call.

Thanks for giving time to us and choosing Byju’s-The Learning App for <Rohan>

Transfer. Period.