Default Script (TTB+ongoing)
Always assume the sale
- Use urgency words
- Assume they are going to schedule (Be confident)
- Don’t ask closed ended questions
- Words that end with a yes or no
- Ask open ended questions that makes them answer you
Don’t word vomit – Less words less mistakes
- Be simple and to the point
- Giving too much info or asking too many questions confuses people and you will lose the sale as they become confused.
| SALES SCRIPT |
| OPENING: |
| “Thank you for choosing BA House Cleaning this is Anita” |
| “Great; I can definitely help you with that, may I ask whom I am speaking with? (Always ask for their name) |
| Hi __ it’s nice to meet you, how’s your day doing so far? |
| Absolutely. that’s what we’re here for right? |
| __ , May I have the zip code of your property? (This will help to qualify the call) |
| “Awesome; we service the area. |
| Are you looking for just a one time service? or you’re looking for something that is ongoing? |
| We do our pricing based on the square footage of your home, so How many square feet is your home?” |
| Thank you! Let’s take a look here: For a 1 Time cleaning it will just be $280 however, if you are looking for recurring services, we do apply a $50 discount to that. And it’s a lot less for ongoing maintenance. |
| So if you’re scheduling an ongoing service it will be only $230 and let’s say for instance you wanna do every 2 weeks following it will then be $122.5 every 2 weeks after |
| Absolutely, let me see if when we have some availability here, let me check my schedule. |
| So it looks like I had a cancelation for tomorrow. I don’t know if that’s too soon for you. But I can get you scheduled in there. |
| I know we’re gonna fill that in within the next couple of hours. |
| Oh! That’s Great! I’ll just need to get a little bit of information from you and we’ll get you all situated. |
| Phone Number: 9122270077 |
| First/Last name: Stephanie Smith |
| Address: address 123 castro valley |
| Email Address: stephani@gmail.c |
| Number of Bedrooms: 4 |
| Number of Bathrooms: 3 |
| Pets: none |
| Entry Access? customer at house |
| Get the Card for billing: (If this is ONE time or Move Out Cleaning its CASH only and card is only used as a backup. If its first cleaning and then ongoing service then we can use the card. 1234567896 expiration 30/28 133 |
| —Note: For 1x cleans: Save the card as a payment method, then go back into the booking to EDIT, and change to Cash so we don’t charge the card and they pay cash as well. |
| Note: If its ongoing cleaning and they will be paying with credit card for both first cleaning and all future, please add * next to customer last name int heir profile. |
| Just to confirm if I have everything right.. |
| I have your address as ____ |
| Your email as ________ |
| I have you down for a Top to bottom on ___ |
| Then every four weeks after on Tuesdays. |
| We do require all our customers to reply to our quote accepting it and I’ll email that over as soon as I get off the phone with you. We also require all our customers to read and sign our customer guidelines and I will send that over once we get off the phone as well. If you need to change or cancel any cleanings we ask that you please give us 48 hours notice so we can schedule someone else in there. The late cancellation fee is equal to half the cost of your cleaning. This fee will be charged to the card on file. |
MOVE OUT CLEANING?
NOTE: Sometimes a customer will say 1x cleaning. ALWAYS ask is this a move out cleaning or furnished?
We definitely provide move out cleaning services.
What city is the property located in? (qualifying the lead)
Will it be empty at the time of cleaning? (qualifying the lead)
Note: if not empty we cannot do a true move out cleaning. We can do a Top to Bottom Deluxe (one time) plus add ons.
If qualified:
For this move out will you also be needing carpet cleaning?
Great! I can provide you with a separate quote for that service.
Follow the Move Out Cleaning questionnaire in Booking Koala.
Then if then need Carpet Cleaning, do a new quote for carpet cleaning.
After you’ve inputed all information:
Thank you! Let’s take a look here: A move out cleaning for your place is $___. Our next availability is on _ (Wednesday, April 12th, at around 9am) would that work for you?
Perfect! Let me get this to our scheduler, and I’ll get back to you shortly confirming the booking.
In the mean time, I will send you our customer guidelines for you to read and accept.
PS:
Send guidelines
When scheduling confirms,
Call customer to finalize everything in ONE phone call.
Hi ____, got a confirmation for ____, arrival window between ___ and ____.
All One time Cleanings require cash payment upon completion but we do need to put a card on file as a backup.
I can take the card over the phone!
CC #
Expiration
3 digit Security Code in the back of the card:
Perfect. We’re all set! Thank you so much and have a great day!
Office Cleaning
Sometimes also known as small commercial space.
We definitely clean offices!
What is the address of the office? (qualifying the lead)
Do you happen to know the square footage of the office?
If yes – Great! Thank you so much. That helps a lot!
No – No problem.
Bathrooms (# of toilets/urinals):
# of Kitchenettes?
Type of floor:
How often would you like the office space cleaned?
Perfect.
I will work on your quote and email it. Sometimes it ends up in spam folder, so please check in there.
Or if you prefer I can call you right after we email the quote?
Thank you so much and have a great day!
Carpet Cleaning
We definitely provide carpet cleaning service.
What city is the property located in? (qualifying the lead)
We do our pricing based on areas that need carpets to be cleaned.
How many rooms?
Hallways?
Any Stairs?
Follow BookingKoala (select carpet cleaning as service)
Before giving the pricing, look at availability HERE. (select any service just to be able to view availability)
Thank you! Let’s take a look here: Carpet cleaning for ___ rooms, ____ hallways, and ___ flights of stairs is $_____. Our next availability is on _____ (Wednesday, April 12th, at around 9am) would that work for you?
Perfect! Let me get this to our scheduler, and I’ll get back to you shortly confirming the booking.
In the mean time, I will send you our customer guidelines for you to read and accept.
PS:
– Send guidelines
Call customer to finalize everything in ONE phone call.
Hi ____, got a confirmation for ____, arrival window between ___ and ____.
I just need to put a card on file and we’ll charge it upon completion.
I can take the card over the phone!
CC #
Expiration
3 digit Security Code in the back of the card:
Perfect. We’re all set! Thank you so much and have a great day!
Airbnb Cleaning
(Airbnb, Vrbo, etc)
We definitely provide cleaning services to vacation rentals. As a matter fact our owner owns multiple vacation rentals and is a Superhost with Airbnb! So you’re definitely contacting the right company!
What city is the property located in? (qualifying the lead)
I will just need some information from you:
# of bedrooms
# of bathrooms
Sqft (if known)
How many beds?
Will you require washing linens and towels?
Is there a washer/dryer onsite?
Great! Thank you!
Name (you probably already got first name at the beginning)
What is the address of the property?
What email address can we send a quote to?
What is the best # to reach you?
Thank you! We will work on your quote now and will send shortly.