1. Pets Retreat Paradise Toh Wanning Serene Seow Neo Wei Loong Xu HuiMei Tan Peiling

2. Contents About our Company Products and their Attributes Target Audience Customer Database Distribution Network

3. Pets Retreat Paradise One-stop centre for pets Provide great convenience for pets’ owners Wide range of products and services Located at 41 Holland Drive

4. Level three : 5 star Hotel for Pets, Security Counter, Washroom, Lift, Stair case Level Two : Lounge Café (Pets allowed and non-Pets allowed), Cleaners room, Private Café rooms, Management office, Call centre, shopping Arcade (Pets item), Kitchen, Washroom, Lift, and Stair Case Level One : Seminar rooms, Security office, Cremation items, Veterinarian, Playing area for Pets & kids, Lobby counter, Lobby, Grooming area, Washroom, Lift, Stair Case Car park in front of the building Cremation area : Cremation Station, Columbarium, washroom Pets Retreat Paradise Building Plan

5. 1 st Level Emergency Exit EntranceExit Lobby Counter Security Office Seminar Rooms 123456 Cremation items (Sales of Cremation stuff) Playing Area for Kids and Pets Grooming area for Pets Veterinarian Staircase Lift Lobby (sitting area) Washroom 1

6. Lift Kitchen Shopping Arcade (Pets Item) Staircase Management Office Call Centre Cashier ($$) 01 02 03 04 05 06 07 Private Café rooms Lounge Café (No Pets Allowed) Main Lounge Café (Pets Allowed) Cleaners Room Washroom 2 nd Level

7. 3 rd Level

8. The first Level of the building Cremation Station Columbarium (Rooms for storing urns) Car park Security Point Washroom Cremation Area

9. Product and their Attributes Classified into 3 main categories:  Membership  Products  Services

10. Membership Benefits ClassicExchange the accumulated points for gifts in shopping arcade, snacks from Leisure Café or discount vouchers. GoldEnjoy attractive incentives other than gifts and discounts. E.g. free grooming sessions PlatinumOn top of Gold members’ benefits, members are entitled to special privileges such as free pets accommodation and free transportation services.

11. Products Leisure café  Offers Happy Meals that the pets and owners can enjoy together  Scrumptious and healthy food with special ingredients  Menu will be changed frequently

12. For Pet Owners…For Pets…

13. Products Shopping Arcade  Offers latest pets products  Product range - Foods and drinks - Accessories - Toys - Grooming products

14. Food & Drinks…Accessories… Toys…

15. Services Pet Transportation Cremation Services Grooming Pets Hotel Veterinarian Clinic Special Events

16. Services Pet Transportation  Safe and comfortable trips for pets to travel around Cremation Services  Perform rituals for pets  Removal of the remains  Certificate of cremation

17. Services Basic grooming-Nail cutting, ears cleaning, cleaning of tummy area and under paws, bathing and touching up of face and paws Full grooming-Additional services like styling and trimming of fur Grooming

18. Services Pets Hotel  Cosy and comfortable pets accommodation  5-star hotel service Veterinarian Clinic  Provide the highest quality Veterinary Medical care in a friendly, relaxing setting

19. Services Special Events  Pets race competition  Enrichment courses  Special talent competition  Pet fair  Pets gathering

20. Target Audience Primary Segment  Wealthy pet lovers  With monthly disposable income of S$5,000 and above Secondary Segment  Well-to-do pet lovers  With monthly disposable income ranging to S$2000 to S$5,000 Database

21. Distribution Network Call centre Operates in two shifts, from 9am to 9pm Roles of our call centre :  Inbound  Outbound  Website support  Quality Management

22. Inbound Customer Service Hotlines -  General enquiries  Feedback  Complaints  Booking  Transportation  Pets Hotel reservations  Clinic appointment

23. Inbound Interactive Voice Response (IVR)  Booking of grooming session  Pets Hotel reservations  Clinic appointment  Redemption Category

24. Start Customer Calls In Speak to CSO IVR Manage Objections Up-selling Cross-selling End Satisfied with the answer? Give Necessary Solution Successful? Develop Action Plan Yes No Escalate Call Satisfied? No Yes Inbound

25. Outbound Telemarketing Customer Acquisition a) Encourage subscription of membership card b) Inform privileges of friend-to-friend system c) Inform forthcoming promotions d) Sales leads through events/promotions/website

26. Outbound Follow up calls  Calling up inactive customers periodically Regular Customer Satisfaction Surveys  Determine the satisfaction level of customers

27. Outbound End DatabaseOutbound Calling Thank Customer No Yes Interested? Introduce Product Manage Objections Needs Time to Consider Follow-up Call Proceed with Transaction Action Plan Start Yes No Customer Reached? Reschedule Call

28. Website Support Acts like a help desk Respond to any enquiries via web By means of web chat or email

29. Quality Management Regular Customer Satisfaction Surveys - Determine the satisfaction level of customers Mystery calling - Evaluate call quality of staff Call monitor the calls of customer service officers

30. Quality Management Mystery Shopping - Observe and assess the customer service of counter staff Grooming workshops for counter service staff Continued retraining and coaching for staff

31. Quality Management-Internal Mystery Calling Performance? Compliment Offer incentives Relevant Retraining Service Level Improved Evaluate Call Quality of CSO Good Poor Analyze Report Key Data to Generate Reports Compound Score Sheet KPI- Call received within 3 rings No. of abandoned calls Call handling time Follow SOP Product Knowledge

32. Quality Management-External Design Questionnaire/ Scripting Collecting feedback Collate/ Generate Report Analyze Report Customer Satisfaction Survey Develop Action Plan Define Areas to be Improved