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Boss Optima Hold Script

One of our key goals is to make our free price quotes as fast as possible for the client.
We use the below protocol to ensure each client gets their quote as fast as possible with
as little delay as possible.

When an agent has a customer who has wants a quote the agent is to immediately do the

First Stage Procedure:

		1-	Message the estimator the following on skype " TC" for transfer call. Then include : Client Name, phone number and lead type . This immediately tells the estimator that we have a quote and what type of quote it is..

		2-	Ask the client what specific items they would like a quote on.

While we are asking the client what specific items they would like their quote on.
The Estimator will quickly message a reply code to the agent:

The 2 reply codes are as follows:

1-	Hold .	This means the Estimator will soon be available and we should go into the hold script defined below to buy time for the estimator.

2-	QCS Use Quote Callback Script	This means the Estimator is not going to be available soon and we should go immediately into our Quote Callback Script.


		Quote Callback Script: Ok , I just got a message on my screen from our headquarters that is telling me that our Estimator for your area is _____and it looks like she actually can get you a lower price quote because of some better offers that our headquarters has right now. . Is it ok if (name) calls you right back from her desk line and she will quote you the lowest price possible with the new offers that she has? Ok great, it should not be more then a few minutes.. and well call you right back from a 1-800 number. Ok?

HOLD SCRIPT

This script is only used when our Estimator is giving the "Hold" signal before a call is transferred.
The purpose of this script is delay the transfer so the Estimator can become free to assist the client.

Once the Estimator is free she will send the "Send" message to the agent.

Carpet Cleaning

	Ok the way we do our pricing is by rooms and mini areas , can you list off the areas and rooms you wanted your quote on? (Communicate this to headquarters on messenger)

	Ok are there any pet stains from dogs or cats? Ok and which rooms?
	If yes> Ok with pet stains , and pet odor issues, when our tech does our 5 step cleaning he will try our urine neutralizing treatment. And that is part of our standard service. If that fails tsolve the problem, he will give you a price on a more intensive treatment that we offer. But, that would have to be quoted once he evaluates the pet stain and odor condition.
	Ok are there any odor issues at all?

	Ok and as far as furniture moving are there any rooms where you do not want any furniture moved at all?
	Disclosure- The only 4 types of furniture that we move are: sofas, loveseats , chairs and tables. Tables must be cleared off of any breakables. (In case customers asks)
	Ok are there any dye stains like wine or ink?

	Ok and would you say your carpet is light to medium soiled or more medium to heavily soiled?

Ok one moment , I am communicating with one of our Estimators right now about your quote .... (Message all data to headquarters)

When Estimator Is Ready And Gives The "Send" Signal.

Ok please hold on one second , and our companies sale estimator for this offer is going to give you the lowest sales price that is available right now with all of your discounts combined�. One second please�

Upholstery Cleaning


	Ok are there any pet stains from dogs or cats on the upholstery?

	Ok are there any odor issues at all?

	Ok and are there any miniature throw pillows that are part of upholstery?

	Ok are there any dye stains like wine or ink?

	Ok and would you say your fabric is light to medium soiled or more medium to heavily soiled?

Ok one moment , I am communicating with one of our Estimators right now about your quote .... (Message all data to headquarters)

When Estimator Is Ready And Gives The "Send" Signal.

Tile Cleaning

	Ok the way we do our pricing is by rooms and mini areas , can you list off the areas and rooms you wanted your quote on? (Communicate this to headquarters on messenger)

	Ok are there any pet stains from dogs or cats? Ok and which rooms?

	Ok and what type of tile is this? Is it ceramic or natural stone? (If customer is unsure, it is ok)

	Ok and as far as furniture moving are there any rooms where you do not want any furniture moved at all?
	Disclosure- The only 4 types of furniture that we move are: sofas, loveseats , chairs and tables. Tables must be cleared off of any breakables. (In case customers asks)
	Ok are there any dye stains on the tile or grout like wine or ink?

	Ok and do you have any issues with the sealer on your tile cracking , chipping or flaking? (Not all tiles are sealed, we just want to know if there is a problem if it is)

Ok one moment , I am communicating with one of our Estimators right now about your quote .... (Message all data to headquarters) (Message all data about the tile clearly to headquarters on the yahoo messanger)

When Estimator Is Ready And Gives The "Send" Signal.

Ok please hold on one second , and our companies sale estimator for this offer is going to give you the lowest sales price that is available right now with all of your discounts added together�. They have them all combined for you....One second please�

N.P.G Callback
No Price Given

Hello______Hi this is________with Boss Optima I spoke to you _________(Day)______about giving you a fast price quote for some_________cleaning, I was just calling to let you know that right now we have a little bit of a better offer then the last time I spoke to you and I just wanted to see if you would like to hear a really quick price quote with the new offer we have ?

(Let headquarters know its an N.P.G Callback and she will give the client a little more.)

The Art Of Clean
1-800-566-9814

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