Boost Your Booking Rate 5x with These 2 Simple Little Scripts

By: Julie Crisara

Tired of Price Shoppers?

How many times have you heard this one?  Your Customer Service Representative (CSR) hangs up the phone without booking the call and says “he was just looking for a price.”

I bet it’s way more than you think.

Let’s face it, the dreaded “Ball Park/Price Shopper” is one of the toughest calls for your CSR’s to book.

Well the good news is if you keep reading this post you’re going to have 2 proven strategies (scripts) to handle these “Ball Park/Price Shoppers” and book the calls…

…But first, let’s clear a few things up about the Customer Service Representative role.

Your CSR Makes the First Sale

Being a Customer Service Representative is a lot more than just being pleasant on the phone, giving out information and exchanging niceties with potential buyers.

Being a Customer Service Representative is an integral part of every contracting business:

  1. They are the first point of contact with your potential buyers
  2. They make the first sale by booking the call
  3. They set up your technicians for success by prioritizing calls

The key job of the Customer Service Representative is to persuade customers to use your company by effectively handling the incoming calls and turn those price shoppers into buyers by booking the call.

But unfortunately, at most contracting companies, CSR’s are given minimal to zero training. Maybe a few hours and then they are let loose on the phones.

This usually results in your CSR kind of knowing what to do, like operate the telephone and login to their password protected computer, but woefully ill equipped to turn “Ball Park/Price Shoppers” into buyers by booking and scheduling the call.

Think about it, would you ever send a technician out in the field with just a few hours of training?

Of course not!

So why are the critical first responders in your business who answer the phones left to fend for themselves without the proper training or scripts to deliver superior customer service and get these buyers on the schedule?

By reading this post you are taking a great first step towards helping your CSR’s and your business by giving them a powerful tool to turn “Ball Park/Price Shoppers” into booked calls and profits.

Book the Call: Turning Price Shoppers into Buyers

Before we dive into the “Ball Park/Price Shoppers” scripts we need to set some ground rules:

  • There is no such thing as a shopperEvery shopper is a buyer. They have a need and a problem that they need solved. Your CSR’s are the first piece to having them buy from you.
  • Practice the scripts. They need to become as natural as saying hello to your neighbor. Nothing is worse than someone reading off a script, sounding robotic and forced.
  • Your CSR’s need to own these scripts. They need to embody the language and be authentic and personal.

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The 4 Parts to Successful “Ball Park/Price Shoppers” scripts

These scripts are not just thrown together. They are based on the science of persuasion and have been rigorously tested by hundreds of contracting companies just like yours. Each script is built using our proven formula to book every call.

The 4 parts to successfully turn “Ball Park/Price Shoppers” into booked calls are:

  1. Set the tone – Be uplifting during the initial greeting when you answer the phone. This is very important as we want our potential to feel welcomed into our business. Having someone answer with a bad attitude and you can be sure you won’t book the call.
  2. Connect – Be authentic and make a connection with them on the phone. Find out who these people are as quickly as possible. What is their name and why are they calling today.
  3. Shift the focus – Shift the focus away from price and onto what they are going to get with our service usually in the form of a question. This is the moneymaker right here. By using this persuasion strategy you can literally shift their focus from price to what you’re trying to achieve (book the call).
  4. Book the call – By asking “May I have your address please?” Scientific studies have shown that when consumers give their address there is an 85% chance that they will book the call.Please keep these in mind as you read and practice these scripts as you can use the same principles to build out any script.

Ballpark Price/Price Shopper Script #1

CSR: “It’s a great day at Acme Heating and Cooling, this is Janet speaking, how can I make you smile today?” (Set the tone)
CLIENT: “Hello…yes, I’d like to get a ballpark price on a new water heater.” (or… How much do you charge for a pound of freon? or… How much is it to replace a circuit breaker?)
CSR: “Sure, who do I have the pleasure of speaking with?” (Connect)
CLIENT: “Matt Johnson”
CSR: “Matt, what area are you located?” (Shift the focus)
CLIENT: “East Anytown, USA”
CSR: “Matt, guess what? (WHAT?) We have a technician right in that area. For $69 he can come over and check out your system and then give you a range of solutions from premium to economy. Then you can choose the price that fits your budget before he does any work. You can apply the $69 toward the job, so it’s not an extra charge. May I have your address please? (Book the call)
CLIENT: “Sure, it’s 1099 Alfred St., Anytown”

Ballpark Price/Price Shopper Script #2

This script is similar to script #1, but we’ve given you a taste of some price objection handling.

CSR: “It’s a great day at Acme Heating and Cooling, this is Janet speaking, how can I make you smile today?” (Set the tone)
CLIENT: “Hello…yes, I’d like to get a ballpark price on a new water heater.” (or… How much do you charge for a pound of freon? or… How much is it to replace a circuit breaker?)
CSR: “Sure, who do I have the pleasure of speaking with?” (Connect)
CLIENT: “Matt Johnson”
CSR: “Matt, what area are you located?” (Shift the focus)
CLIENT: “East Anytown, USA”
CSR: “Matt, guess what? (WHAT?) We have a technician right in that area. For $69 he can come over and check out your system and then give you a range of solutions from premium to economy. Then you can choose the price that fits your budget before he does any work. You can apply the $69 toward the job, so it’s not an extra charge. May I have your address please? (Book the call)
CLIENT: “Can’t you just give me a ballpark over the phone?”
CSR: “You know Matt, a lot of people ask that question, can I ask you something? (YES) Have you purchased a lot of water heaters in the past?” (Shift the focus)
CLIENT: “No”
CSR: “That’s alright, most people haven’t. Can I share something with you? (SURE) If I had to give you a price I would have to guess high because I haven’t seen the piping or valves or the many other things it takes to provide this service to you. Do you want the right price or a high price?”
CLIENT: “The right price.”
CSR: “That’s what I thought, may I have your address please?” (Book the Call)
CLIENT: “Sure, it’s 1099 Alfred St., Anytown.”

Knowledge is power, but it is useless without action. So start practicing these scripts immediately, get them it your CSR’s hands and put them to work.

And if you want to take your scripting skills to the next level and give your CSR’s and your business the advantage you need, download our free guide:

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The 4 Key Elements of a Perfect CSR Script

This guide gives you the exact step-by-step framework to develop a successful script.

And I mean any script… Repairs, estimates, handling client concerns. You name the problem, this formula can help create a script to handle it.

Here’s the deal…

If you use our framework, building your scripts is surprisingly simple and helps you turn every phone call that comes into the CSR’s office into a money making call.

The 4 Key Elements of a Perfect CSR Script

Click here, grab our free guide and turn your Customer Service Representatives in highly skilled first responders that deliver superior customer service and get these buyers on the schedule.