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      Script of phone calls

      Script of phone calls
      Good morning (until 11:00), good afternoon (11:00 to 17:00), good evening (after 17:00)., Marfa
      Cabinets SALES MANAGER Anna, how can I help you?
      Can I ask your name______?
      Nice to meet you _______.
       
      If the call is transferred, then the next colleague is also introduced.
      “Good afternoon, SALES MANAGER Elena, how can I help?
      Whenever asking questions, we call the name of the client. This is maximum personalization. The most pleasant sound for a person is their name.
       
      In order to give you price, can I ask you a few questions?
      Are you calling our company for the first time or have already contacted us?
      Can I ask where you heard about Marfa Cabinets? (Do you mind if I ask....)
      Appointing a visit to the showroom
      So, we have agreed with you for ______ (time, date) in our
      showroom,
      Would you like me to send you contacts with geolocation, or is it
      better for you to write it _________?
      Is this your phone number?
      Where is it better for you to send information?
      Immediately after our conversation, a message will be sent to your
      phone number, which will indicate the date and time of the
      meeting, the address of the sales department, the location map
      and my contact number.
      Great, then we agreed, I will wait for you at ____ (date, day of the
      week).
      Thank you for your call, have a nice day / see you!
       
       
       
       
      Objection
      Objection: expensive
      Answer: Yes, it might look expensive.
      But our company works only with quality manufacturers and international Premium-class
      brands. / For our products we provide guarantees for 3 years / guaranteed service furniture /
      and also, you will not have to pay for design or installation. It is already included in the final
      price. Also, your kitchen will be ready in 14 days
       
      Objection: You are more expensive than others
      Answer: Perhaps, and what are you comparing with? But the price of a product will not include
      design project and installation like in our company
       
      Objection: No, not sure yet, not suitable.
      Answer: Let me clarify what you didn’t like in our offer?
       
      Here are some phrases that might help you:
      Alex is currently unable to answer the phone call. Do you want to stay on the line or do you
      want to leave a message for him? "
      "Let me put you on hold, I need to check this information."
      - respectively: "Thank you."
      Never make a client wait longer than 1 minute! Always warn you that you are dealing with his
      issue.