Inbound Booking Outline
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Answer the Phone
“Good morning/afternoon Prestige Carpet & Duct Cleaning this is (YOUR NAME).”
Ask First Questions (3Q)
“I have a few standard questions to ask you as I get you a price.”
“Have you used Prestige Carpet & Duct 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 & duct cleaning today?”
Ask for the Source
“When you called us today, where did you find our telephone number?”
Provide information on the previous cleaning of the prior invoice or request new data from the 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 a new customer file
First Name
Last Name
Primary Phone
Company
Home, Work, Cell, Other
“And a cell number?”
Fax
“An email address for mailouts and confirmations?”
Email Obtained
Not Available
Yes
Mailouts by Email?
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
CCPC
CCPD
Source
Dwelling Type
Preferred Time
AM – 8:00-1:00
“The dispatcher will phone the previous day to give you a two-hour window of arrival.”
PM – 11:00-6:00
“The dispatcher will phone between 9:30 & 12 with 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 invoices
Provide Quick Quote for Other Service
Final Detail Review
Review Address, Work order, send a confirmation email
“Do you have any other questions at this time?”
“Thank you for phoning Alberta Carpet & Furnace Cleaning.”
If Booked or Not Booked Event Outcome, Future Contact Date
Last Update: January 21, 2021
