A substantial part of our business is generating leads for clients in the way of phone calls through Google and Facebook advertising campaigns. To ensure that the inbound calls are handled correctly, we've put together a standard call answering script for receptionists.
It's helped one of our clients go from converting 10% of callers into appointments, to 30%.
The purpose of this script is to empower the receptionist with the right answers to common objections and questions, so as to achieve the end goal of scheduling an appointment for the client with the professional whether it be a lawyer or dentist.
First, some things to keep in mind...
Structure for calls:
Provide a warm and energetic greeting
Obtain their name and phone number
Ask them what need they currently have
Schedule an appointment
Always ask the caller’s name before asking any questions
Be proactive and recommend dates and times for an appointment
Don’t assume a caller will call back, close the appointment on the phone
How to handle questions about a particular problem:
I recommend we schedule an appointment. Our XXX has more than XXX years of experience and has seen thousands of cases. They will be able to provide you with the appropriate steps to tackle your case.
Handling questions about price:
Never give prices over the phone (unless for specific specials). The goal is to schedule an appointment for an accurate quote.
We have great financing options available, as low as XXX% interest.
Mention third-party financing (if applicable)
In-house financing (if applicable)
// BEGIN Script //
Call Script Sample
Goal: Schedule an appointment
OFFICE: Hello! (Office). This is (Name). How can I help you?
Caller: Hi, I’d like to get information about (Issue they're calling about).
OFFICE: Who do I have the pleasure of speaking with?
Caller: My name is (MR. / MRS.)
OFFICE: Welcome to (Office)! Is there any telephone number where I can reach you in case we get disconnected (MR. / MRS.)
Caller: (123) 456-7890
OFFICE: Thank you so much for that information. (MR. / MRS.) we are currently offering a (mention special tied to appointment), on that appointment our XXX will determine the options available to accommodate your individual case and needs.
*Caller: How much do you charge for (particular service)? I have been told by another (competitor or friend) that ………
*OFFICE: Each case is unique, but our XXX has over XXX years of experience. I would suggest that you have an appointment for a complete evaluation of your case (MR. / MRS.)
OFFICE: I’ll be happy to schedule your appointment for our next available slot.
Is there any time of the day that works best for you? AM / PM
Are you available on:
Option 1 date and time
Option 2 date and time
Caller: 1:00 PM sounds good
COMPANY: Perfect! Thank you for scheduling an appointment with us.
Is there anything else I can do for you today? (MR. / MRS.)
OFFICE: Excellent!!! We’ll see you on (date and time).
We will send you a reminder prior to your appointment by text to the number you provided so you can confirm, change, or cancel the appointment.
// END Script //
Make the appropriate edits to make it work for your office and start seeing an improvement in the rate at which callers become appointments. Interested in learning about lead generation, check out our lead generation services.