LL - Outbound Health Brand Call Script

LIVE ANSWER SCRIPT

HELP THE CUSTOMER MEET THEIR HEALTH GOAL!!

• INTRODUCTION
  • Introduce Yourself, your role, the company and mention Dr. Rosenberg. 
  • This is Lori, I'm a wellness coach here with Dr. Rosenberg, I’m calling about your order of Total Package Serum from Sun Coast Sciences. 
• REASON FOR YOUR CALL
  • Say you are calling because we are preparing their order and Dr. R had some questions for them. 
  • We are preparing your order to ship and Dr. R had some questions about it. 
    • What results were you looking for?
    • What are you experiencing that made you purchase?
• GET TO KNOW YOUR CUSTOMER
  • Use this as an opportunity to try to get  to know the customer 
    • How did you hear about us? 
    • How did you like Dr R’s video? 
    • What other products have you tried to help with this? 
    • Are you looking to renew your skin by getting rid of the dark spots? Or maybe tighten your skin around your cheeks and yes? OR a little bit of everything?
• BUILD TRUST BY LISTENING
  • Allow the customer to explain their reasons. If needed ask for additional questions such as: 
  • When did you notice changes to your face? Are your eyes your only area of concern?

Like: Since you’re trying to work on improving your skin elasticity, we suggest combining REA with some of the other products that we’ve formulated to help with that like TPS, CES, CNS, etc.

• PARROT THEIR GOAL
  • I know your main goal is to (Parrot what they said), and adding these to your routine will help you reach your goal. 

TELL THEM ABOUT THE OFFER

• Were you able to watch Dr. R's video about (UPSELL PRODUCT) — It really pairs nicely with the product you purchased.
  • In fact, 40% of the customers who purchase (the product you bought), use these 2 products together with very nice results for (their GOAL: skin tightening, brightening, smoothing).
  • Since long-term use is gonna get the best results, Dr Rosenberg has a special 1st time buyer promotion we are offering to a few customers today only on (UPSELL PRODUCT) - we can save you quite a bit - at least 20%.

• Call to action: I love what you've said today, it really makes sense. Dr.R would like to give you this as a one-time new customer offer....can I get this added to your order?

— BUILDING VALUE —REMEMBER WE ARE HERE TO HELP THE CUSTOMER MEET THEIR HEALTH GOAL!!

ALWAYS Close the call by thanking the customer for their order - even if they didn't take advantage of our special offer!! One thing you can do is offer to follow up with them AGAIN towards the end of their supply to see how things went and maybe they will place an order with you again. Some people need to TRUST you and get to know YOU a little before they give you their hard earned MONEY. Be PERSONABLE, FRIENDLY, CHATTY, PAY ATTENTION TO WHAT THEY ARE SAYING and conversate with them. YOUR CALLS AREN"T TIMED - take your time and make the call enjoyable for both YOURSELF and the CUSTOMER!

Get to know the:

OUTBOUND SALES OFFER DOCUMENT w/ SCRIPTING

Leaving a voicemail? 

** Identify yourself and our company:  "Hi, this is Eve, Wellness Coach from Dr. Rosenberg's office at Sun Coast Sciences, 

"Who are you calling for?  "This is a message for (CUSTOMER NAME)" 

Why are you calling?  "I'm calling you about your recent order for 3 bottles of the Eye Serum 

Dr. R had some questions for you about your order. If you can give me a call back I’d love to go over it  with you. 

Again my name is Eve, give me a call back back at (NUMBER). 

Friendly Closing: " Thanks again for choosing Sun Coast Sciences with Dr. Rosenberg (CUSTOMER NAME). Have a great day! "

SENDING AN SMS? 

This is (name) with Dr. Rosenbergs office, regarding your order of (NAME). 

I have some questions about your order. Is there a good time to talk about it?