Lead Call Scripts

Phone Call #1
Best time to call ASAP (within 5 minutes during normal hours​ ⇒ if they do not
answer on the first call, immediately call them back. If they don’t answer the second call,
leave a voicemail under label “Voicemail Script #1”. Call them back between 4-5 pm the
same day!

Hi, this is [your name] with [business name]. Is this [lead name]?

---​Wait for response​---

I wanted to call you personally and thank you for signing up for our [promotional offer]
from [insert channel they opted in through (Google, Facebook)]!

Is now a good time to talk?

---​If no​---

Okay. When would be the best time to follow-up with you?

● Document time and call back at that time.
● If they ask questions, answer their questions.

---​If yes​---

Perfect. I appreciate you taking the time to speak with me.

I’m reaching out to see if there are any questions/concerns you may have about our
[promotional offer]?

---​Answer questions, then ​start pain points and qualifying questions​ , then​…---
So would a morning or afternoon work best for you?

---​Get their response then identify open availability during those times - if open
schedule, identify earliest appointment options ⇒ always present two options)​---

Okay, our earliest opening is on [insert appointment day/time -> this option should be
the first available appointment for the business or we can also do [insert a day/time that
meets their availability] if that works better for you.

---​Discuss options with them and schedule appointment​---

Great. I have you scheduled for [date/time]. Is there any reason why you wouldn't be
able to make the appointment?

---​Wait for response​---

Perfect! We’ll send you a few text and email reminders and also give you a confirmation
call the day before to confirm your appointment.

We look forward to seeing you soon. Thanks again!

*** NOTE: Use Phone Call #1 for the 1st discussion you have with them. Do not
use any of the other phone call scripts UNTIL you have touched based with
them.***

Phone Call #2 (after a call back from initial discussion

where they were busy)
[Call 4-5pm ⇒ same day as initial call. If they don’t answer, leave Voicemail Script #2]

---​Assume now is a good time​---

Hi, this is [your name] with [business name]. Is this [lead name]?
---​Wait for response​---

I wanted to call you personally and thank you for signing up for our [promotional offer]
from [insert channel they opted in through (Google, Facebook)]!

Is now a good time to talk?

---​Wait for their recognition; answer questions if they’re confused

(Chatbot/Landing Page/FB Form). Once you have recognition, proceed​.---

Great! I wanted to ask if there are any questions you may have?

---​Answer questions​---

Perfect. Well, I’m glad we were able to connect today. You’re timing couldn’t be better.
What day and time works best for you to schedule your appointment?

---​Get their response then identify open availability during those times - if open
schedule, identify earliest appointment options ⇒ always present two options)​---

Okay, our earliest opening is on [insert appointment day/time -> this option should be
the first available appointment] or we can also do [insert a day/time that meets their
availability] if that works better for you.

---​Discuss options with them and schedule appointment​---

Great. I have you scheduled for [date/time]. Is there any reason why you wouldn't be
able to make the appointment?

---​Wait for response​---

Perfect! We’ll send you a few text and email reminders and also give you a confirmation
call the day before to confirm your appointment.

We look forward to seeing you soon. Thanks again!

Rebuttal Responses (Responses you can use if a lead
is disinterested)
---​I didn’t mean to sign up/I never signed up, etc​.---

I apologize for the mix up (sound sincere). Well [leads name], just for clarity, we are
running a promotion for a [insert offer] that we’ve helped hundreds of people [top 3 pain
points] by [top 3 benefits].

Our [promotional offer] is currently [% of savings] right now. Would you like to try to get
in this week or next week?

Ex (for a chiropractor):

I apologize for the mix up. Well Darrell, just for clarity, we are promoting our New
Patient
Special. We’ve helped hundreds of people suffering from back pain, neck pain, and joint
pain using our state of the art chiropractic facility with spinal decompression,
adjustment, stim therapy, and more.

Our New Patient Special is currently 67% off right now. Would you like to try to get in
this week?

---​If disinterested​---

Oh, I apologize. If you don’t mind, may I ask why the change of heart?

---​Get their feedback and acknowledge their position then counter​---

Ex (for a lead who doesn’t have the time or money):

Oh okay. So right now just isn’t the best time financially? ...Wait for yes... Okay. Well I
will let you know that our promotion is available for the next few weeks to save 67% off
that has really helped new patients eliminate their pain in as little as 2 visits. We do
have several payment options that could potentially make it more feasible for you. Can I
share those with you? Etc…
Voicemail Script #1

Leave VM after 2nd call attempt (call ASAP), if they don’t answer, call back
immediately. If they still don’t answer, leave this voicemail script

Hey [lead’s name]! It’s [name] with [business]! Thanks for signing up for our
[promotional offer]. The response from our [Facebook/Google Forms] promotion has
been so great that we’re down to just a few more open appointments. Our next available
appointment is on [Date/Time]. If that works for you call or text me at [office number]
and ask for [name]. If you need another time, we can set that up as well. Thanks so
much and well talk soon.

Voicemail Script #2

Voicemail #2 (same day as VM #1) between 4 and 6pm

Hey [lead’s name]! Its [name] with [business]! [Business Owner] asked me to give you a
call back and make sure we got in touch about [special offer]. We booked another
[special offer] appointment today so we’re down to just 4 more openings. I’ll try giving
you a call one more time tomorrow. I look forward to talking with you soon.

Voicemail Script #3

Left after remaining follow-up calls

Hey [lead’s name]! Its [name] with [business name]. I have your name and
number right here and it looks like you signed up for [special offer]. I’d be happy to get
you taken care of but we’re down to our last 3 vouchers. If we don’t get you scheduled
for this week, we’ll be all out of vouchers If you’re still interested in saving [% of savings]
on our [special offer] give us a call at [number] and I’ll get you all setup. Thanks for your
time!
Call Mannerisms
Acknowledge the following points on how to properly conduct yourself over the phone:
● Always start, answer the call with a smile on your face, no matter what. This
reflects through the phone and provides a cheerful tone.
● Be sincere - people can easily pick up on when people are acting fact
● Speak with your face in mind:
○ If you were to have a face to face discussion with someone, they can pick
up on the visual cues of that discussion to read your demeanor. The same
is true for phone conversations ⇒ just because they can’t physically see
does not mean that they’re not imagining you. Use your voice to reflect on
the visual cues you’d normally use. This may seem like a slight
exaggeration at times.
● Don’t interrupt the person - they just want to be heard so let them be heard

Sales Tips
First and foremost, taking calls and setting appointments for your business is the 1st
step in the sales process. Your objective should always be to schedule an appointment,
confirm appointments, and also to find out more information as to why they’re not
scheduling an appointment (with respect to privacy).
● Never stop after the first 3 “no’s” - always try to collect more information; unless
you get a HARD NO upfront
● We want them to book their appointment, so if they’re not scheduling, we need to
find out why so we can address their concerns then get them scheduled
● Most rebuttals/no’s are merely smoke screens to get you to hang up the phone
and end the call
● “Not interested” is not a HARD NO; it’s a “I don’t have enough information to
● proceed”
● 9x out of 10, people are uncomfortable on the phone as you caught them off
guard
● People want to be heard. When collecting more information after a “no”, repeat
back the concerns to the lead to ensure you understand their concerns THEN
address those concerns
● ALWAYS call to confirm appointments the day before and the day of
appointments
● People will naturally forget - do not rely solely on text and email appointment
confirmation