Scripting: Why we Say What we Say
Why use the script?? You take control instead of the caller and it keeps you clear and consistent.
Customer can take you all over the place and they don’t always know what they want. This prolongs the call and time kills a sale. Should only take 5-7 minutes to book an estimate Gives value to service before talking about pricing Uses Alternative Choice Language so the customer does not have the option to say NO and you can manage to your business. o Makes the customer feel like it is their decision It uses assumptive language Uses Social Proofing - people want to do what everyone else is doing You should tab through the script Thank you for CHOOSING Molly Maid. Why use choosing? Assumes the customer has already chosen Molly Maid. We WILL be servicing I can certainly help you with this . How does this language make you feel? Creates authority and knowledge So I can make sure you are in our service area, what is the zip code of the house we will be servicing? Anything assumptive here? How did you hear about Molly Maid? Typically our customers’ homes are cleaned on a regular basis or they use us for special occasions. Which do you prefer for your home? Social Proofing . Goal- get estimate. OTC will not build business!! We recognize that every customer has different needs when it comes to the cleaning of their home, so we provide a free in-home estimate, in order to best understand your needs and to give you the best price possible. An Estimator will walk with you throughout your home and help you customize your cleaning and answer any questions you may have. The estimate will take approximately 20-30 minutes. Let’s go ahead and get you on the schedule. What days’ work best for you? What does customize ensure? Price, Budget, Value Our uniformed teams are fully trained, bonded and insured. They arrive in logoed vehicles and bring all our own professional equipment. Bonded and insured- customer is not liable for anything that happens to the hsp in their home. Logoed- customer knows who will be arriving. Prof. Equipment- customer knows they do not need to provide supplies After reading about services and estimate you are ready to book the estimate.
So let’s open a script….
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