How to Explain What Documents Are Needed During Pickup
🎯 Objective:
To clearly inform customers about the required documents at the time of pickup — reducing order failures and ensuring smoother processing.
🧑💻 Standard Talk Track
✅ Step 1: Clearly State the Requirement
“At the time of pickup, you’ll need to show any one valid ID proof — this is mandatory as part of our verification process.”
✅ Step 2: Mention Accepted ID Proofs
“You can show any of the following:
✔️ Aadhar Card
✔️ PAN Card
✔️ Driving License”
“The vendor just needs to verify both sides (front and back) to complete the pickup.”
✅ Step 3: Explain Why It’s Required
“We ask for ID proof to ensure the device belongs to you and for compliance and safety — especially for high-value devices.”
✅ Step 4: Address Common Concerns
|
Concern |
What to Say |
|---|---|
|
“Why should I give ID?” |
“It’s only for verification — your privacy is respected and no photocopy or photo is taken without your consent.” |
|
“I don’t have ID right now.” |
“No worries. You can reschedule the pickup when you have it ready.” |
|
“Can I give someone else’s ID?” |
“The ID must match the person handing over the device, as per our policy.” |
✅ Optional: Offer Reminder
“Just keep the ID ready with the device — it’ll help close the pickup in 10 minutes.”
🧠 Best Practices
-
Keep tone helpful, not strict
-
Emphasize “just for verification” to reduce concern
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Avoid using terms like “mandatory KYC” — instead say “basic ID check”