New Order Script
Embedded Files
Greeting & Introduction: Inbound
Greeting & Introduction: Inbound
Call Handling
Warm, welcoming, and confident tone.
Smile through your voice.
Establish the customer's reason for calling before presenting products.
Avoid immediately jumping into a sales pitch.
Agent:
“Thank you for calling MiamiMD, Age Defying Skin Care. My name is [Agent Name]. How can I support your skincare journey today?”
Customer:
“I’m interested in ordering [product name].”
Agent:
“Absolutely, I’d be happy to help you with that. Before we get your order started, may I ask what you're hoping to address with your skincare routine?”
Transition:
“Perfect. Let me ask you a couple of quick questions so I can make sure we’re setting you up with the option that best matches your needs.”
Discovery & Probing Questions
Discovery & Probing Questions
Core Objectives
Identify the customer's primary concern.
Understand what result the customer is looking for.
Determine the appropriate product before recommending.
Listen before pitching.
Use the MiamiMD Product Matrix when recommending products.
Agent Script
Agent: “To make sure I recommend the right option, what would you say is your biggest concern right now?”
Follow with 1 to 3 relevant questions, such as:
Skin Concerns
“Are you mainly concerned with fine lines and wrinkles, firmness, crepey-looking skin, dark spots, or dryness?”
Area of Concern
“Which area are you most interested in addressing: your face, eye area, neck, hands, or body?”
Current Routine
“What are you currently using as part of your skincare routine?”
Customer Priority
“If you could improve one thing about your current routine, what would be most important to you?”
Active Listening
Do not interrogate the customer with every question. Ask only what is necessary to understand the need.
Tip:
Probe → Listen → Confirm → Recommend
Product Recommendation
Product Recommendation
Call Handling
Before presenting a product, summarize what you heard. This demonstrates active listening and makes the recommendation feel personalized.
Agent Script
“Got it. So your main concern is [customer concern], particularly around [area], and you're looking for something that can [customer's stated goal]. Did I understand that correctly?”
Customer:
“Yes.”
Agent Transition:
“Perfect. Based on what you've shared, let me walk you through the option that best aligns with that concern.”
Confirm the Customer's Need
Confirm the Customer's Need
Key Guidelines
Recommend based on the customer's stated need.
Explain benefits in simple language.
Do not overwhelm the customer with unnecessary information.
Avoid guarantees, exaggerated outcomes, or unsupported medical claims.
Use approved MiamiMD product language.
Agent Script
“Based on what you shared, I’d recommend [Product Name].”
“This product is designed to [approved primary purpose/benefit], which aligns with what you mentioned about [customer concern].”
“What makes this a good fit for you is [relevant feature/benefit].”
Check for Buy-In
“How does that sound based on what you're looking for?”
Do not move directly to checkout if the customer still has questions. Address the concern first.
Present the Offer
Present the Offer
Sales Hot Tip
Do not simply quote a price. Connect the offer back to the customer's goal and explain exactly what they are purchasing.
Agent Script
“For [Product Name], we currently have [approved quantity/offer] available for [$XX.XX].”
“Based on what you've told me, I’d recommend [quantity/option] because [approved value explanation].”
Trial Close
“Would you like me to set that option up for you today?”
If YES
“Excellent. I’ll get that started for you.”
If Customer Hesitates
“Of course. What would you say is holding you back, is it the price, the product itself, or are you still deciding which option is right for you?”
Tip:
Do not assume the objection. Ask before rebutting.
Objection Handling
Objection Handling
Key Guidelines
Use the framework:
Acknowledge → Clarify → Respond → Confirm
PRICE
Customer:
“That’s more than I wanted to spend.”
Agent:
“I completely understand. Staying within your budget is important.”
“Just so I understand, is the total price your main concern, or are you unsure whether the product is the right fit?”
After clarification:
“Based on what you shared about [concern], this is why I recommended [product]. Let’s look at the available option that makes the most sense for your needs and budget.”
NEED TO THINK ABOUT IT
“Absolutely. Before you decide, is there anything about the product, pricing, or how it fits your concern that I can clarify for you?”
NOT SURE IT WILL WORK FOR ME
“That makes sense. Everyone’s skincare needs and experience can be different. What I can do is make sure the product you're considering aligns with the concern you told me about.”
“Since your primary concern is [concern], [Product Name] is designed to [approved benefit].”
Subscribe & Save Offer
Subscribe & Save Offer
Core Objectives
Explain the program clearly.
Never make enrollment sound mandatory.
Clearly disclose recurring billing and shipment frequency.
Obtain clear customer agreement before enrollment.
Agent Script
“Before I finalize your order, we also have a Subscribe & Save option available for eligible products.”
“With Subscribe & Save, you receive [approved discount], and your product is automatically shipped based on the selected delivery schedule.”
“This is a recurring subscription, so the payment method on file will be charged for future scheduled shipments unless the subscription is changed or canceled according to the program terms.”
“Would you prefer the one-time purchase or the Subscribe & Save option?”
QA Hot Tip
Never select a subscription on the customer's behalf. The customer must knowingly choose the recurring option.
Cross-Sell Offer (Base Cross-Sell on the Product Matrix)
Cross-Sell Offer (Base Cross-Sell on the Product Matrix)
Key Guidelines
Ask: Identify an additional relevant concern.
Recommend: Connect the second product to that need.
Offer: Explain why the products complement each other.
Agent Script
“Before we complete the order, since we're talking about your skincare goals, may I ask if you have any other concerns you're currently working on, such as [relevant concerns]?”
Customer:
“I’m also concerned about [concern].”
Agent:
“That actually pairs well with what you're already getting. Based on that concern, I’d recommend [Cross-Sell Product] because it is designed to [approved benefit].”
“Would you like me to add that to your order today?”
If Customer Declines
“No problem at all. We'll continue with your original selection.”
Order Information & Verification
Order Information & Verification
Accuracy First
Before processing, verify all required information according to the approved order-processing procedure.
Agent Script
“Great. Let’s make sure I have everything correct before we finalize the order.”
Confirm:
Customer's full name
Email address
Phone number
Complete shipping address
Product name
Quantity
One-time purchase or subscription
Applicable discount or promotion
Shipping charge, if applicable
Taxes, if applicable
Final order total
Agent Recap
“Let me recap everything before we proceed.”
“You are ordering [quantity] [product name] as a [one-time purchase/subscription].”
“Your order total is [$XX.XX], including [applicable shipping/tax], and it will be shipped to [verified shipping address].”
“Is everything I reviewed correct?”
Customer:
“Yes.”
Set Expectations
Set Expectations
Tip
Use the current MiamiMD policy/SOP for exact shipping, billing, return, refund, and subscription timelines rather than relying on memory.
Agent Script
“Before we wrap up, I want to make sure you know what to expect next.”
Review only the applicable approved information:
“You’ll receive an order confirmation at [email address].”
“Your order will be shipped according to our current processing and shipping timeframe.”
For subscriptions:
“Since you selected Subscribe & Save, future orders will follow the delivery frequency we reviewed today.”
Final Recap & Warm Exit
Final Recap & Warm Exit
Key Guidelines
Recap the purchase.
Confirm there are no additional questions.
End warmly.
Document the interaction accurately.
Agent Script
“Just to recap, today we placed your order for [product/quantity] for a total of [$XX.XX], and your confirmation will be sent to [email].”
“Before I let you go, is there anything else I can help you with regarding your order or skincare routine?”
Customer: “No.”
Close the Call: Warm Exit
“Wonderful. Thank you again for giving us the chance to support your skin journey. If you ever have questions, tips, or even just want to share results—we love hearing from our customers. My name is [Agent], and it's been a pleasure assisting you. Wishing you glowing skin and a great day!
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