All Sales Scripts
Intro
It's a great day at Sparkling Clean . This is __________ speaking how can I help you today?
Clarify
What type of services are you looking for today?
👉 Have you ever used our services before?
If Yes > Look for their name in the software. If not, continue with the next questions.
👉 Tell me more about [xyz goal]. . .
Bridge Gap
Before we dive into the quote I would love to know what made you decide that today was the day to finally take action on this?
👉 Going forward what's your biggest challenge when it comes to [xyz goal]
👉 What are you currently doing right now to tackle [xyz goal]?
👉 What's the biggest thing holding you back from [xyz goal]?
Recap
👉 Thank you / from what I’m understanding your want to get a [xyz service] to get over [xyz pain point] to get XYZ goal? Did I hear this correctly?
Transition Into services
👉 Great, now that I have a better understanding, let's dive into getting your custom quote it will only take about 5 minutes of your time.
Getting Information:
Thank you, and who do I have the pleasure of speaking with?
A pleasure to meet you , what would be a good email to send the quote to once we're finished?
Great and what is the address of the home we will be servicing?
In case, we get disconnected, what is the best number to call you back on?
Frequency
Are you looking for a one-time cleaning or recurring service?
Major Pricing Factors
What is the sq footage of your home?
How many bedrooms and bathrooms would you like to include in the cleaning?
Building Value:
Great, thank you for that information. I'd love to go over what most clients usually ask for in a standard [service/cleaning] and if that's what you're looking for too as well.
We do have a list of extras we can go over afterward to see if you want to add any of those on to get a deeper level or [service/cleaning].
Is that ok with you?
👉 Insert summary of what most clients ask for in a standard service.
👉 Insert summary of what most clients ask for in a standard service.
👉 Insert summary of what most clients ask for in a standard service.
Clarification On Services:
Is that what you’re looking for too?
Great, is there anything I didn't mention that you would like to have done?
✅ If yes > Add any extras they wanted to have done or if it is not listed as an extra. add it to the booking notes for the provider. Set expectations if this can or can not be done or if it really depends on the provider. Address or clarify this now.
Pricing > Always assume the sale!
For your [ flat rate ] quote so far, based on what we talked about, It would take approximately xx - xx labor hours for the initial [cleaning/service] and comes out to $xx. xx.
If you book for a [ Biweekly service /frequency type ] it will be $xx, after the initial [service].
🔴 If negative > pitch down-sell. Insert down sell pitch here.
Extras
“Ok, let me go over the extras with you. Just say Yes or No if you need them.”
👉 Insert Extras
👉 Insert Extras
👉 Insert Extras
👉 Insert Extras
👉 Insert Extras
👉 Insert Extras
👉 Insert Extras
Schedule
When would you like to get the [service name] done?
Additional Questions
👉 Insert additional questions
👉 Insert additional questions
👉 Insert additional questions
Payment
Great all I need is your debit or credit card information and we can go ahead and secure your booking, there will be no charge to your card today. Your card will only be charged after the service has been completed. There will be a hold on the funds the day prior to ensure the funds are available before we send the provider out. Keep in mind if ever you need to cancel the booking please let us know at least 48 hours in advance to avoid the last min $50 late cancellation or lock-out fee.”
I’ll take the card when you're ready. . .
Expectations
Great, you’re all set. You will receive a booking confirmation email with XYZ. . and a few tips to prepare for your services, if you want to make any changes to your booking feel free to call us Monday - Friday 9-5.
If it's outside of our office hours you can log in anytime to your online portal to update your service.
As soon as I hit “save” the job invitation will be sent out to all of our available [staff/providers], once we get a [cleaner assigned/pro to accept it] you will receive an email from me your provider’s name.
If for some reason we aren't able to get a [employee/provider], I will call you back to see what other scheduling options we have.
End Call
“You’re all set, just keep an eye on your inbox. Thank you “,”
Hi this is __________ with Sparkling Clean .
I wasn't sure when you were hoping to have the work completed by, so I thought I'd follow up to make sure we take good care of you.
Did you have a certain date in mind?
The schedule is starting to fill pretty quickly so if you had a certain date you needed the work done by we can make sure you get all squared away.
There's a reason we've been voted the best cleaning referral agency in our city, and we'd absolutely love to show you why :)
We can also help you book you a cleaning service right now while I have you on the phone.
✅ If the client agree, to book a cleaning service, proceed with the booking
🔴 If the client refused, try to ask why he or she is hesitant to book so we can help her decide.
[NOTE: Always offer hourly service if the client finds flat rate expensive]
If the client finds it expensive:
"We can switch you to hourly, we charge $40 an hour per cleaner with a minimum of 3hrs. The good thing about hourly is that we do not consider anything as EXTRA. As long as all the things you wanted to get cleaned can be done within the budgeted time, you are good. You can also add more hours if needed."
If the client is undecided because of too many competition:
" We are a well known referral agency, you can check our reviews in Google and in Yelp. It speaks so much about how we deliver good results."
If the client is not sure about their availability
"We can book you a cleaning service right now on your preferred date. If you are not yet sure if you will be available on that date, you can reschedule at anytime. Also, you really don't have to be there the whole time. You can either just show the cleaner around before the cleaner starts working or you can just leave a hidden key, or lockbox if you are really not gonna be available to let the cleaner in. "
Hi, this is __________ with Sparkling Clean.
I forgot to tell you the other day that we just started running a special, that you might be interested in...
If you signed up for recurring services within the next 2 weeks, we are offering 20% OFF special right now off your first cleaning.
I'm sure you are busy, but I thought you might like to know.
Sorry, I forgot to tell you! Would you like to compare our schedules?
If the client said they already found a cleaner
I see. If you'll need another cleaning service in the future please do not hesitate to give us a call and we'll be happy to help you. Thank you and have a great day! [End Call]
If the client lost the quote and would like to go over the quote again
No worries, I still have the quote here on my end. I can go over the quote with you again. [Go over the quote with the client]
If the client decided to book this time, proceed with the booking
Great! We'll go ahead and book you a cleaning service and reserve you a slot! [Take all necessary information to book a cleaning]
If the client finds it expensive, switch to hourly
We can switch you to hourly, we charge $40 an hour per cleaner with a minimum of 3hrs. The good thing about hourly is that we do not consider anything as EXTRA. As long as all the things you wanted to get cleaned can be done within the budgeted time, you are good. You can also add more hours if needed
If the client still refuse to book
Ok, no worries! If ever you change your mind please do not hesitate to give us a call and we'll be happy to help you. Thank you and have a great day! [End Call]
Follow Up Call Script
Hi, this is __________ with Sparkling Clean. How are you doing today? I wanted to touch bases with you and ensure you were happy with the cleaning referral and we're happy with your cleaning match?
✅ Happy Response
Thank you so much, I’m glad you loved the cleaner. You know we're really trying to grow our agency business. Would you be willing to leave a review on [platform name], that would really mean a lot to us. In fact, I can even send you a link to make it easy for you.
🔴 Unhappy Response
Thank you for bringing this to my attention. Definitely appreciate you telling me this, we wouldn't know without you being able to tell us these concerns. So we definitely want to address them for you.
Ok now that I have a full understanding of everything let me touch base with the cleaner to see and find a resolution.
As the referral agency, we want to make sure that you and the cleaner are a good fit. Let me reach out to them and I’ll contact you back as soon as I hear from them with a resolution for you.
Complaint Handling Script
Step 1: Thank Them
👉 Thank you for recognizing it and bringing it up to my attention
Step 2: Clarify & Understand
👉 What & Why & Where - for each item so that I or the cleaner can understand it fully (what drawer, which bathroom, what in the bathroom are you unhappy with etc. . )
Step 3: Be Sincere, Repeat It Back
Step 4: Resolve the Issue or do your diligence or propose a solution
👉 Provide a solution or follow the steps beneath.
👉 DISCLAIMER SAY: Ok now that I have a full understanding of everything let me touch base with the cleaner to see and find a resolution. As a referral agency its my job to make sure your happy and the cleaner is happy and we find a good fit for you. Before I reach out to them what outcome would you like to see?
Step 5: Thank Them Again
👉 Thank you again for bringing this to my attention as the referral agency we want to make sure you that you and the cleaner are a good fit. Let me reach out to them and I’ll contact you back as soon as I hear from them with a resolution for you.
End Call
Contact cleaner and review issues & find a resolution.
Hi ,
Its __________ , with Sparkling Clean, It's been about a week since you're xxx. Have you thought about having recurring service?
They are actually pretty affordable, PLUS you would be locking in HUGE discount if you signed up for recurring services within the first 30 days.
✅ Positive Response
Sure thing, [frequency] service would be only xx every [# weeks]
🔴 Negative Response
No worries, do you mind if I check back in on you in a few weeks in case you changed your mind?
Hi ,
It's __________ , with Sparkling Clean whew Its been 30 days since your last xxx service. I just wanted to check in on you, I wasn't sure if you had decided to get recurring services. I'm sure that whatever you decide will work out great, but we hope you know that we haven't forgotten you and could still work you into the schedule if you're at all interested.
Hi ,
I just wanted to follow up with your appointment cancellation.
Being in business for so long we often see a customer had a scheduling conflict, or maybe even had second thoughts because of unanswered questions they still had left on their mind.
We really value our customers and want to ensure if you need to reschedule we can get you taken of here.
Hi ,
I just wanted to follow up with your appointment cancellation from the other week.
Every quote is guaranteed for the first 30 days. After 30 days prices are subject to change. Let's get you back on the schedule and lock in your price.
Hi ,
I just wanted to follow up with the cancellation on your recurring services and make sure that any issues or concerns were taken care of with our customer service team?
We really value our customers, and their experiences.
May I ask how your experience was and if there is anything we can do to help win you back?
Hi ,
I sent an email a while back hoping to rectify any questions or concerns. I just wanted to follow up with you.
Every recurring customer has their prices locked in for only 30 days after cancellation.
After 30 days prices are subject to change.
With the economy and labor spike you got locked into a really good price.
Did you want to get back on the schedule?
🔴 You Have To Say Their Name In The Video ** No Shortcuts 🔴
New Lead > Didn't Schedule Estimate
Hey , I saw you had some interest in xxx services. I'm __________ and I'm so excited to help you learn more and see if we'd be a good fit to work together. Let me know what questions you have, happy to hop on a call. Or if its easier hit reply.
New Lead > Scheduled Estimate
Hey , So excited to see you soon for your in person estimate. There's a reason we've been voted the best cleaning referral agency in our city, and we can't wait to show you why :) If you need anything in the mean time feel free to reach out.