Inbound Booking Flow & Outline
Answer the Phone
“Good morning/afternoon Prestige Carpet & Furnace Cleaning this is (YOUR NAME).”
Ask First Questions (13Q)
“I have a few standard questions to ask you as I get you a price.”
“Have you used Alberta Carpet & Furnace Cleaning before?”
Repeat Customer
“May I get your telephone number please?”
“Could I get you to verify your name and address please?”
“You are looking for both carpet & furnace cleaning today?”
Ask for the Source
“When you called us today, where did you find our telephone number?”
Provide information on previous cleaning or request new information from customer.
Quick Quote
Offer next available date
“We can be out for you as soon as (NEXT AVAILABLE DATE), would you prefer a Morning or Afternoon appointment on that day?”
New Customer
“What city is the home we are cleaning in?”
“Do you live in a house, townhouse or an apartment?”
Source
“When you called us today, where did you find our telephone number?”
Quick Quote
Offer next available date
“We can be out for you as soon as (NEXT AVAILABLE DATE), would you prefer a Morning or Afternoon appointment on that day?”
Create new customer file
First Name
Last Name
Primary Phone
Company
Home, Work, Cell, Other
“And a cell number?”
Fax
“An email address for mail outs and confirmations?”
E-mail Obtained
Not Available
Yes
Mailouts by E-mail?
No
Yes
Dwelling Type
Apartment
See PRICE LIST for Minimum Charges
Automobile
See PRICE LIST for Minimum Charges
Commercial
Duplex
House
Mobile Home
Recreational Vehicle
See PRICE LIST for Minimum Charges
Town House
Address
Apartment#
Province/State
Address
County
City
Postal/Zip Code
Permanent Comments
This is used for noting only information that is ALWAYS required for the customer and is not appointment specific.
Create Appointment
Type
EEAC
EEAF
Source
Dwelling Type
Preferred Time
AM – 8:00-1:00
“The dispatcher will phone between 7 & 8 with up to a two hour window of arrival.”
PM – 11:00-6:00
“The dispatcher will phone between 10 & 12 with up to a two hour window of arrival.”
Repeat/New
Discount Requested
TBDB
Other Display Details
Move In/Move Out
Expired Coupon
List rooms/items being cleaned
Plants/Lamps/Breakables
Pre-Vac
Access/Parking
WHE
Cross Sell
Comments
Import Quick Quote
Cross Sell
Check previous invoices for other service invoice
Provide Quick Quote for Other Service
Ask if they have checked the other side of the coupon
Final Detail Review
Review payment options
Confirmation
Dispatch
“Do you have any other questions at this time?”
“Thank-you for phoning Alberta Carpet & Furnace Cleaning”
Event Outcome
Last Update: January 13, 2021