LL - Outbound Sales - Sales Script for Outbound Calls
Sales Script for Outbound Calls
Key points
Avoid confusion - Introducing our agents as Wellness Coaches isn’t working. It’s confusing for customers, as it’s not a concept they’re familiar with. We should still implement this strategy but we should do it via email so we can explain what a wellness coach is, how the customer benefits, and to include a photo and brief bio of their assigned wellness coach. The customer will then be invited to schedule a call to discuss their skincare/transformation goals.
Make questions easy to answer - We want to direct the flow of the call and not force customers to think too much. Asking customers why they bought the product is putting them on the spot. And the moment they feel pressured they’ll just want to end the call. Instead, we should direct them towards the upsell with questions they can easily say “yes” too.
Don’t ask if we can call them back - This is also confusing people and creating resistance. I suggest we save this request for when they’ve scheduled a call with a Wellness Coach, or when they’ve added extra products to their order and there’s an established feeling of goodwill.
Discount calculations - These will need to be adjusted if they bought the product during a sale.
Apply best practices for upsells - We should replicate a typical upsell flow. First we recommend more of what they just bought, and then we recommend something that can enhance or accelerate their results.
Upsell the product type they’ve already bought - If they bought TPS or CES, we recommend more topicals. If they bought ReActivate, we recommend more supplements. But agents are free to try upselling supplements to topical buyers if the call is going well and they’ve got a hungry buyer.
Discount if they choose today - It’s tough convincing someone to buy a new type of topical or supplement over the phone. So to tip them over the edge, we could offer them a one time discount as “we’re packing your shipment right now, and you’ve been approved for a one time discount to give X a try. Remember you’re covered by our 365 day guarantee”.
SCRIPT FOR TPS
Hello, my name is X, I’m calling from Sun Coast Sciences about your recent order for Total Package Serum.
Am I speaking to [insert name]?
Wait for reply
Hi [insert customer name], how are you doing today?
Wait for reply
That’s great / sorry to hear that (adlib a bit).
Well, the reason I’m calling is to check your shipping address. Is it [insert shipping address]?
Wait for reply
Thanks for confirming!
You ordered [X] bottles, correct?
Wait for reply
Ok.
Well, as we’re still packing your order I was wondering if you’d like us to throw in an extra (1/3) bottles at a discount?
[If they bought 1 bottle] See, if we add 2 more bottles your cost per bottle drops to just $39… and you save $30. You’ll also have enough bottles to last you 3 months… helping to avoid price rises and out of stocks.
[If they bought 2 bottles] See, if we add an extra bottle your cost per bottle drops to just $39… and you save $12. You’ll also then have enough bottles to last you 3 months… helping to avoid price rises and out of stocks.
[If they bought 3 bottles] See, if we add an extra 3 bottles your cost per bottle drops to just $33… and you save $36. You’ll also then have enough bottles to last you 6 months… helping to avoid price rises and out of stocks.
And since we’ll be adding these to the same package as your existing order, you save on shipping costs too.
Wait for reply
[If they say “yes”, ask for permission to charge their card the difference between their original order and larger package size]
[If they object] I hear you.
Wanting to try it out first makes total sense.
Just so you know, your extra bottles ARE covered by our 365 day satisfaction guarantee.
What this means is that you have a WHOLE year to try Total Package Serum out.
And if you aren’t impressed by the results… or just want your money back… your entire order can be refunded.
So you can save money. There’s no risk in adding the extra bottles at all.
So what do you think?
Shall I add the bottles at the discounted rate…? like I said, adding them is totally risk free.
Love the results, or we’ll refund your order.
Wait for reply
[If they say yes, ask for permission to charge their card]
[If they still say no, or said “yes” already to the extra bottles]
While we’re on the phone… I wanted to find out if you’re interested in enhancing and ACCELERATING the results you get from Total Package Serum?
See, we have additional formulas that work hand in hand with Total Package Serum to improve and speed up how quickly it fades the look of fine lines, wrinkles, and tightens up saggy spots.
This is something lots of customers tell me they WISHED they’d known about before they’d started using Total Package Serum…
So while we’re on the phone, I thought I’d let you know about it now.
Is getting the best results possible from Total Package Serum something you’d be interested in?
Wait for a reply.
[If they say no, wrap up the call]
[If they say “yes”]
Great!
Now, may I ask, do you take supplements at all?
Wait for a reply.
[If they say no, move onto topicals]
[If they say “yes”]
Great to hear it!
Because you see, we ALSO have a range of world class supplements that act like a “base layer” for Total Package Serum.
What I mean is, they provide smoother, plumper looking skin from the inside out…
Which naturally enhances every silky application of Total Package Serum.
And these are NOTHING like your ordinary off-the-shelf multivitamin.
Because these supplements are specially formulated based on clinical science on what your skin needs to look and feel its best from the INSIDE out.
So while Total Package Serum does indeed fade wrinkles, tighten saggy skin and beautify your appearance…
The BEST results come from enhancing your skin from the INSIDE at the same time.
Think of it this way…
If your skin is like the outer layer of an orange…
Supplements are what nourish the pulp… so the orange sustains its shape, plumpness, and moisture.
We have three supplements in particular that lots of people have reported having excellent results after combining them with Total Package Serum.
Would you like me to quickly share them with you?
Wait for a reply.
[If they say “no” move onto the topicals]
[If they say “yes”]
Great to hear it!
Well, the first helps to restore your skin’s elastin levels… which is a protein that helps your skin snap back into shape, so it can provide a smoother, firmer base layer for Total Package Serum.
The second supplement helps to flush out the look of old, decaying skin cells… and not just on your face, but ALL OVER your body… so that younger, plumper skin cells can take their place…
Which in turn can also enhance the results of Total Package Serum.
And the third helps to flood your skin cells with moisture from the inside out… and helps to enhance Total Package Serum’s moisturizing effect from the inside out.
So you see, all three of these supplements can improve your skin’s appearance on their own…
Yet they’re also formulated to enhance the results you experience with Total Package Serum.
Would you like to know more about one of these supplements?
Or can I give you a quick summary on all three?
Wait for a reply.
[If they say “no” move onto the topicals]
[If they say “yes” reply with whichever supplement(s) they expressed an interest in]
Ok, great.
So let me quickly tell you about…
ElastiVive.
If you want to enjoy snappier, tighter skin on your thighs, arms, hands, neck… as well as your face… then ElastiVive is a must have.
Because you see, while Total Package Serum can fade the appearance of wrinkles and fine lines on the surface…
ElastiVive can help enhance your skin’s smooth, firm appearance from the inside out.
It does this by promoting production of your skin’s elastin, which is its “snapback” protein.
It's elastin that gives your skin its tight, firm look… in fact, elastin is more important to your skin’s appearance than collagen.
Here’s a way to describe it…
Think of your skin cells as being like trampolines.
Collagen is the structural protein that acts like the frame… it’s what holds your skin cells together.
While elastin is like the bouncy mat on the inside.
Which is why you need to sustain peak levels of elastin for skin that snaps back into place, and looks firm and youthful.
ElastiVive is formulated from extracts of blood red oranges… grape seed… and an ingredient that’s been clinically studied to support your elastin levels by 98%.
So whether it's to tighten your jowls, lift droopy eyelids, or to firm up crepiness all over your body…
ElastiVive is a must-have for snappier looking skin all over your body…
And to provide a firmer, smoother “base layer” for Total Package Serum.
ElastiVive is also covered by our 365 day satisfaction guarantee. So you’ve got a whole year to try it out.
And if you’re not impressed by the results, or just change your mind and want your money back…
We can refund your order within the next year.
So what do you think?
Would you like me to add a bottle to your order for you to try it out, at $49.95?
Or how about 3 bottles at the discounted rate… which comes to just $39 per bottle and saves you $32.85 / 22% off the normal retail price?
This will also keep you stocked up for 3 months.
Wait for a reply.
[If they say yes, ask for permission to charge their card]
[If they still say no, move onto the next supplement they expressed interest in, or move onto topicals]
ReActivate.
Total Package Serum penetrates into the deeper layers of your skin… to provide a smoother, more youthful appearance…
We wanted to find a way to accelerate that process.
See, underneath the skin is often a buildup of old, decaying skin cells.
They’re called “senescent” cells”.
Maybe you’ve heard of them?
Some people call them “zombie cells”.
Because senescent cells aren’t quite alive anymore, but they’re not totally dead either…
And they refuse to be broken down to make new ones.
Instead, they clog up the skin… making it look a little lumpy, lifeless, and… well… dull.
Well, flushing away the look of senescent cells is exactly what ReActivate is formulated to do.
This then allows younger, healthier cells to grow in their place.
Which then helps naturally smooth out the appearance of wrinkles… promotes a tighter look… and helps enhance the results of Total Package Serum.
ReActivate is also covered by our 365 day satisfaction guarantee. So you’ve got a whole year to try it out.
And if you’re not impressed by the results, or just change your mind and want your money back…
We can refund your order within the next year.
So what do you think?
Would you like me to add a bottle to your order for you to try it out, at $49.95?
Or how about 3 bottles at the discounted rate… which comes to just $39 per bottle and saves you $32.85 / 22% off the normal retail price?
This will also keep you stocked up for 3 months.
Wait for a reply.
[If they say yes, ask for permission to charge their card]
[If they still say no, move onto the next supplement they expressed interest in, or move onto topicals]
HydraFlex.
If your skin looks dry, dehydrated, and wrinkly after wiping away moisturizer… then I highly recommend giving HydraFlex a try.
Total Package Serum works great at moisturizing and hydrating your skin.
And if you want to enjoy even faster, and more impressive results, then you need to combine it with HydraFlex.
This is because HydraFlex is specially formulated to rehydrate your skin from the inside.
It does this by promoting production of hyaluronic acid…
Which is a molecule that acts like a sponge for moisture.
And it’s hyaluronic acid that keeps your skin looking hydrated, firm and supple.
But like lots of things, your levels of hyaluronic acid plummet after age 40.
Which is why people tend to get skin that looks flakey, dried out, and with those nasty ‘age spots’ in middle age.
The good news is that HydraFlex can flood your skin cells with hyaluronic acid…
So your skin looks more plump, moist, and hydrated instead.
So yes, Total Package Serum can hydrate and moisturize your skin on its own.
Yet HydraFlex can help your skin look even more plump and dewy from the inside out.
HydraFlex is also covered by our 365 day satisfaction guarantee. So you’ve got a whole year to try it out.
And if you’re not impressed by the results, or just change your mind and want your money back…
We can refund your order within the next year.
So what do you think?
Would you like me to add a bottle to your order for you to try it out, at $39.95?
Or how about 3 bottles at the discounted rate… which comes to just $31.33 per bottle and saves you $25.85 / 22% off the normal retail price?
This will also keep you stocked up for 3 months.
Wait for a reply.
[If they say yes, ask for permission to charge their card]
[If they still say no, move onto the next supplement they expressed interest in, or move onto topicals]
TOPICALS
[Adlib intro based on conversation flow]
We also have three topicals that can provide visible results in as little as 5 minutes… and can take years off almost instantly.
The first is specially formulated for the delicate skin around your eyes… and is great for fading eye bags 5 minutes before the work…
The second is a topical that helps tighten the look of wrinkly skin on your neck… and it can give your chin a more sculpted look in as little as 5 minutes…
While the third helps to accelerate your skin’s natural repair mode in your sleep… so you can wake up with dry, crepey looking skin in the mornings.
All three of these topicals work great on their own, and they enhance how youthful you can look after applying Total Package Serum.
Which of those three interests you?
Or maybe you’d like to hear about all three?
Wait for a reply.
[If they say they’re not interested, the agent can close off the call and move onto the next customer]
[But if they are interested then recommend the product(s) below based on their response]
Complete Eye Serum
This is a serum most women add to their beauty routine, after purchasing Total Package Serum.
While Total Package Serum is working behind the scenes to fade the looks and fine lines… with results I think will leave you stunned in 14 days time...
There are times when you might want something that works a little faster… like before meeting friends, a video call, or a business meeting.
In which case, I recommend giving Complete Eye Serum a try.
As Complete Eye Serum is specially formulated to provide younger looking eyes in as little as 5 minutes flat.
Complete Eye Serum is also specially formulated to address 4 aging eye signs at once.
I’m talking about smoothing out the look of fine lines around the eyes…
Tightening the appearance of droopy eyelids…
Fading the look of puffy eye bags…
And brightening up dark circles.
So it’s perfect for helping your eyes look younger before meeting friends or going out for dinner.
You know, our eyes are one of the first things people notice about us, which is why Complete Eye Serum can take 5 years off almost instantly.
It’s also covered by our 365 day satisfaction guarantee. So you’ve got a whole year to try it out.
And if you’re not impressed by the results, or just change your mind and want your money back…
We can refund your order within the next year.
So what do you think?
Would you like me to add a bottle to your order for you to try it out… for $49.95?
Or how about 3 bottles at the discounted rate… which comes to just $39 per bottle and saves you $32.85 / 22% off the normal retail price?
This will also keep you stocked up for 3 months.
Complete Neck Cream
Now, Total Package Serum is great for the skin on your face…
But the skin on your neck is a little more delicate.
Which is why we formulated Complete Neck Cream for tightening the appearance of the skin around your jawline…
Fading the turkey neck look…
And lots of women use it to smooth out wrinkly skin on their upper chest area too.
The best part is that it provides a visibly tighter looking neck in as little as 5 minutes…
So it’s perfect for giving yourself a quick “neck lift” before video calls or meeting friends.
In fact, lots of women say they feel more confident wearing open necked blouses and low cut tops after using Complete Neck Cream.
It’s also covered by our 365 day satisfaction guarantee. So you’ve got a whole year to try it out.
And if you’re not impressed by the results, or just change your mind and want your money back…
We can refund your order within the next year.
So what do you think?
Would you like me to add a bottle to your order for you to try it out… for $59?
Or how about 3 bottles at the discounted rate… which comes to just $46.33 per bottle and saves you $38 / 22% off the normal retail price?
This will also keep you stocked up for 3 months.
Total Night Cream
So, Total Package Serum is great, everyone who tries it loves it.
But if you really want to accelerate how quickly the appearance of your fine lines and wrinkles fade…
The key is to activate a cellular process that happens only at night.
See, at night your skin activates a special repair process called Cellular Turnover,
I expect you’ve heard of it?
Cellular Turnover is how your skin recycles old, scaly skin cells to make fresh, new ones.
There are actually three phases to Cellular Turnover.
First, your skin releases enzymes that mop up old skin cells before flushing their appearance away.
Second, your skin produces more collagen and elastin… to help tighten up your skin’s appearance.
And third, your skin rehydrates… flooding your skin cells with moisture.
The problem is that all three phases of Cellular Turnover slow down a lot when we get older.
Which is why Total Night Cream is specially formulated to accelerate all three phases at the same time.
So when you wake up… your skin feels more moist, plump, and fresh looking.
It’s also not sticky at all, like most night creams.
It goes on real smooth, and will enhance the results of every silky application of Total Package Serum.
Total Night Cream is also covered by our 365 day satisfaction guarantee. So you’ve got a whole year to try it out.
And if you’re not impressed by the results, or just change your mind and want your money back…
We can refund your order within the next year.
So what do you think?
Would you like me to add a jar to your order for you to try it out… for $49.95?
Or how about 3 jars at the discounted rate… which comes to just $39 per bottle and saves you $32.85 / 22% off the normal retail price?
This will also keep you stocked up for 3 months.
Wait for a reply and response appropriately.
Thanks for your time today,
We’ll now get your order packaged and shipped out.
Please look out for an email from us confirming your shipping info and tracking number.
Is there anything else I can help you with today?
Or would it be ok with you if I call and check in with you again in, say, 30 days time to see how things are going?
We offer these checkins as a free service to make sure you’re achieving all the skincare results you were hoping for.
Wait for a reply and response appropriately.
Ok, thanks again for your time today.
My name again is X, and if you ever need assistance feel free to reach out.
Have a great day!
cc: https://docs.google.com/document/d/1Bf8YrTRRWSJYh0UnxT5nRtzNwYeuwCGTau0zHI8Gf_4/edit