Smile before picking up the phone (It will help give you a vibrant tone)

Greetings

Good Morning/Afternoon/Evening Mr/Mrs/Chief,

Introduction

My name is ……………

I’m calling from ARM Pension Managers

Reason for the call (Retention) Please confirm that customer does not have an AVC account before the call

I would like to use this opportunity to express our appreciation for your patronage in the past year(s) and also confirm if there is anything you would require from us regarding your account?

If Yes, attend to client’s request(s)

If No: go to Step 2

Step 2

1. Clients already on AVC – go to step 4
2. Clients not on AVC – go to step 3

Step 3

I would also like to introduce you to the Additional Voluntary Contribution, brief intro on AVC (see attached )

Or

Have you heard about the Additional Voluntary Contribution (AVC)?

If Yes: I hope you don’t mindme telling you more about it process ?

If No: introduce AVC to client

 If you would not mind, I could send you some more information by mail or have a relationship manager (RM’s name) contact you go to step 5

Step 4

Advice client on the advantages for increment - ………………..

Step 5 - Appreciate client’s patience and continue.

Confirmation 1 (For those with details NOT recently updated)

By the way, I would also like to confirm if any of your details (read details below) as captured on our records have changed

Details:

• Contact Address
• Email Address
• Name of organization

Have you created a Profile on our Website?

If No - ‘would you like to create one now?’

(Provide client with online access details)

Would you like to opt for electronic only correspondences? Go to step 6

OR

Confirmation 2 (For those with recently updated details)

 Do you receive our SMS alerts, newsletters, and statements of Account regularly?

Would you like to opt for electronic only correspondences?

Do you know that you can access your account online, and obtain regular information and updates through our website: www.armpension.com  Go to step 6

Step 6

Wrap up

Wrap up / Conclusion

• Thank you so much for your time Madam/Sir; we appreciate your continued patronage.

Do have a nice day.