Inbound Booking Flow & Outline

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

E-mail

“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  

January 13, 2021 5 admin  Inbound Training Manual
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