Greeting & Introduction - Outbound

Hello, my name is (Agent Name), calling you back from RespiClear customer service. I must advise, this call is being recorded for quality assurance and training purposes.

The reason for my callback is to assist with your recent inquiry regarding _______.

May I confirm I’m speaking with (customer full name)?, can you confirm your shipping address to validate your account?

* Account validation is not required on a disconnected call * 

“Thank you for calling RespiClear Customer Support — your partner in better health. This is (Agent Name). How can I help you today?”

Customer: “I want to cancel.”

Agent:

I can help with that. Let me just pull up your account so I can review your order and make sure we take the best next step for you.

“May I have your full name and phone number?”

“And for security, can you confirm your email and shipping address?”

“Thank you — I’ve got your account here.”

I’m showing an order placed on (date) for (product) totaling (amount).

It was part of our Subscribe & Save program, which gives you a discount every shipment.

Customer: “Yes, I want to cancel.”

Absolutely - I can help with that.  Before we proceed, may I ask –

 “How has (Name of the product) been working for you so far?”

Probing Questions (choose based on purchased product): 

• What made you interested to try (name of product) 

• How long were you able to take (name of product)  before deciding to cancel?

• Can you walk me through how you’ve been taking it so far?

• What’s been the most challenging part of using it so far?

Leading Questions to determine pain points [Introduction of Cross Sells]: 

• MULLEIN DROPS: “Do you feel like your airways are fully clear now, or does it still feel like there’s some buildup affecting your breathing?”

• LUNG ULTRA: “Do you feel like your breathing is fully strong and clear, or does it still feel like you’re not getting a complete, easy breath?”

• RESPI OMEGA 3: “Would you say your breathing and overall health feel stable, or does it still feel like your body isn’t responding as consistently as you expected?”

• RESPI PROTEIN: “Do you feel like your strength and energy have fully recovered, or do you still feel a bit weak or easily tired?”

• RESPI GREENS: “Beyond your breathing, do you feel like your overall health and energy have improved, or does it still feel like your body needs more support?”

• RESPI BALANCE PRO: “Would you say your results have been consistent, or does it feel like your progress comes and goes?”

[Allow customer to provide feedback without interruption]

“Thank you for sharing that — that really helps.”

Educate the customer! (tailor fit the education to the concern of the customer, use suggested script below if it’s aligned to their concern)

“You’re not alone — many customers reach out at this stage before they’ve felt the full benefits. (Product name) isn’t an overnight fix; it works gradually and really depends on consistent daily use. Most people notice more meaningful improvements after several weeks once their body has had time to respond.

Since you’ve already started, I’d hate for you to stop right before seeing results. Let’s make sure you’re set up to give it the full chance to work.”

Would you be open to giving it a little more time so you can fully evaluate the results before making a final decision?

If the customer said YES proceed with cross sell 1, if not proceed to the next step

Subscription Cancellation/Refund Request:  Transition to Save Step 1 - Change Frequency 

One Time Purchase Refund Request:  Transition to Save Step 2 - Gift Card 

“Thank you for explaining that — I understand your concern.”

“I want to be transparent with you. Our refund policy covers orders within 180 days, and this purchase is just outside that window.”

“While I’m not able to issue a refund in this case, my goal is to make sure you still feel supported and that we find the best possible way to move forward.”

“Many customers reach out around this time because (name of the product) works gradually, and it can take a little consistency before they notice the full benefit.”

“If you’d like, I can walk through how to get the most from what you have — or we can look at another option that may work better for you.”

(provide recommendation on how to maximize the products they have)

[Gracefully bring the call to a close.]

If customer threatens chargeback:  “I understand why you’d consider that. My goal is to resolve this with you here so you don’t have to go through that extra process.”

 “As a courtesy, I can offer a RespiClear store credit for    $[initial purchase minus taxes and shipping], which you can use whenever you’re ready — either to reorder or to try something else.”

“Shall we proceed?”

[If the customer declines, apologize for the inconvenience, and gracefully bring the call to a close.]

Are you feeling like you’re receiving too much (name of the product) at once?”

If customer say, Yes:

    “That’s completely understandable.”

The good news is your Subscribe & Save is designed to be flexible. You don’t lose your discount at all — we can simply adjust the timing so your next shipment arrives when you actually need it..

That way, you get all the benefits without feeling overstocked.”

Let me go ahead and set that up for you!”

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No: I just want to cancel the subscription

[Moving the next shipment date]

Since (product name) works by supporting your body over time, early changes can be subtle. For many customers, the more noticeable improvements happen after consistent daily use, once the body has had enough time to fully respond.

That’s why I’d really recommend giving your body the full opportunity to respond before making a final decision. 

Would you be open to adjusting your next shipment instead of cancelling so you can continue your progress without interruption?

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No: I just want to cancel the subscription

[Discount on Monthly Subscription]

“I understand.”

“Before we cancel it completely, I’ll help you lower your monthly cost while keeping everything flexible!”

“I can apply for a 20% discount, which brings your monthly total down to $[discounted price], and we can still reschedule the next shipment!”

“Sound’s good?”

*** Do not proactively offer a refund unless the customer requests it.  Then, go through the save protocol  ***

[Upon processing the cancellation, pivot to the cross-sell.]

No: I just want a refund/return the product  

[Subscription: Cancel the subscription, do not offer the refund]

[One Time purchase or Refund & Cancellation: If decline on educate, then walk them down to the gift card]

No: It didn’t work the way I expected.

“Thank you for letting me know — I understand.”

Educate the customer!

One option a lot of customers choose in this situation is (Cross Sell 1).
Since (HERO Product) works on (main benefits), pairing it with (Cross Sell 1)  help (Cross-Sell Reason).

[Gift Card offer - 50% of Refund Value]

“To help you continue without losing value from your original purchase, I can also add a RespiClear in store credit of $XX.XX to your account today. In this way, you can also try out our (Cross Sell 1)”

“You’ll keep the full value of your original purchase, continue supporting your progress, and still have flexibility to use the store credit on future orders.”

“Do you want me to set that up for you today?”

Yes: “Great, I’ll process that for you now.”

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No: I just want a refund 

[Gift Card offer - 100% of Refund Value]

“I completely understand.”

“Before we proceed, I want to let you know that we were able to get a special approval for you today. What we can do is give you a 100% in-store credit amounting to xx.xx. 

“This way you don’t lose ANY value, and you can use the credit anytime toward (Cross Sell 1) or any other RespiClear product whenever you're ready.”

"How does that sound?"

If customer says: Yes

Great! I’ll process that for you now.

No: I just want a refund  [transition to next save step]

While processing the credit, proceed with the cross sell 2 and 3. Highlight the 180-days MBG.

“I understand. With supplements like (HERO Product), the benefits usually come with steady, daily use rather than right away. That’s why most customers start noticing the benefits of [Hero Product] once they’ve had a little more time with it — and I’ll share a few tips to help you get the most from what you already have.”

“To make this easier for you, I’m applying for a 30% courtesy refund of $XX.XX — there’s nothing to return, and you keep the product.”

“This way you get to continue at a lower cost and see how it works for you.”

“I’ll go ahead and process that now.”

If Customer Says Yes

“Great, I’ll process the $XX.XX refund now. You’ll see it back on your original payment method within 7–10 business days.”

If Customer Says No

“That’s completely fair. Before we wrap up, may I share one last option with you?”

“I completely understand. As a final courtesy, I’m applying for a 50% refund of $XX.XX, and you’ll keep the (HERO Product)— no return, no shipping, no hassle.”

“This way you still have the product on hand and get a large portion of your money back, so it doesn’t feel like a wasted purchase.”

“I’ll go ahead and take care of that for you now.”

If Yes

“Great. I’ll issue the $XX.XX refund now. You’ll see it on your card within 7–10 business days.”

Proceed to upsell offer —

If No

No problem at all.

We’ll just need you to send a photo of the opened containers to our support team at support@respiclear.com. Once received, we’ll immediately process your refund.

There’s no need to return the product. After the refund is processed, it may take about 7–10 business days for the funds to reflect back on your original payment method.”

TRANSITION AND REFRAMING

Before we wrap up, I do want to share something with you.

We’ve recently started introducing a few additional products that are designed to work alongside what you’re already taking. They’re not widely available yet, but we’ve been offering them to select customers to help support results more completely.

What we’ve found is that when multiple areas are supported together, the body is able to respond more effectively, and results tend to be more consistent.

CROSS SELL 1

Call Handling: Gently guide the customer by connecting the recommendation directly to their stated concern. This should feel like problem-solving, not selling. Speak with calm confidence and empathy.

Since you mentioned [Pain Point], one of the first products we’ve introduced is [Cross Sell 1], because it helps support [insert primary benefit that removes the blocker].

When [insert benefit, e.g. inflammation is reduced or the body is better supported internally],the body can respond more effectively, which allows [HERO Product] to work the way it’s supposed to.

Since this is still part of our early access rollout, most customers who try it go with either 3 bottles to cover the full 6 to 8 weeks, or 2 bottles as a starting point. With today’s early access pricing, it comes out to [price], and it’s fully covered by our 180-day guarantee.

Close (Priority Choice):
Which would you like me to submit an order for you for the 3-bottle supply or the 2-bottle option? 

If the customer said: NO (offer downsell product: 1 unit)

Agent:

No problem, we can still get you in with 1 bottle so you can try it out while it’s available.”

“I’ll set that up for you.

Customer: Ok
Yes: Perfect. I’ll go ahead and set that up for you now.

If the customer said YES (proceed with Subscription offer)

– [Offer Subscription]--

Perfect — Since this works best with consistent use, many customers prefer the subscription so they can keep the 20% savings and avoid gaps in progress.

Would you be comfortable setting it up every 60 days to match your 3-bottle supply?

Customer: Yes
Agent:: Perfect. I’ll go ahead and set that up for you now.

Customer: No
Agent: No problem at all. Let me share one more option that’s also part of this new rollout.

------------------------------------------

CROSS SELL 2

Call Handling: Maintain a supportive tone. This option should feel like a lighter or alternative path, not pressure.

You also mentioned [paint point] .Another product we’ve recently introduced is [Cross Sell 2 Product], because it helps [Primary Reason 2].

What we’ve seen is that even when one area is already supported, adding support for this can help the body respond more effectively overall.

When [simplified version of Primary Benefits 2], the body is able to respond more effectively overall, which is why many customers notice better consistency when they include this.

It works well because it helps support your system alongside what you’re already taking.

Because this is part of the same rollout, most go with either 3 bottles for full support or 2 bottles to layer it in properly. With the early access discount, that would be [price], also covered by the guarantee. 

Close (Guided Assumption):
“I can set you up with either the 3 bottles for full support or 2 bottles to layer it in. Which one works better for you?”

If the customer said: NO (offer downsell product: 1 unit)

Agent:

Got it, we can just add 1 bottle so you still get access to it while it’s being offered. 

Customer: Ok
Yes: Perfect. I’ll go ahead and set that up for you now.

If the customer said YES (proceed with Subscription offer)

– [Offer Subscription]--

Perfect — Since this works best with consistent use, many customers prefer the subscription so they can keep the 20% savings and avoid gaps in progress.

Would you be comfortable setting it up every 60 days to match your 3-bottle supply?

Customer: Yes
Agent:: Perfect. I’ll go ahead and set that up for you now.

Customer: No
Agent: No problem at all. Let me share one more option that’s also part of this new rollout.

CROSS SELL 3

Call Handling: This should feel like a helpful add-on, not a last attempt to sell. Keep it light, reassuring, and benefit-focused.

Before we wrap up, I also want to mention one more option we’ve made available, [Cross Sell 3], because it helps [Primary Reason], and complements everything you’re already taking.

Even when you’re off to a good start, having support for [simplified Primary Benefits] can help your body respond more effectively and make your results more consistent.

Many customers like adding this because it helps support everything together rather than relying on just one area.

Customers typically go with either 3 bottles for consistency or 2 bottles as a lighter add-on. With the early access pricing, it comes out to [price], fully guaranteed. 

Close (Completion Close):

Do you want to include this as well with the 3 bottles, or just go with the 2-bottle option?”

If the customer said: NO (offer downsell product: 1 unit)

Agent:

All good, we can just add 1 bottle so you still have it as part of your setup. 

Customer: Ok
Yes: Perfect. I’ll go ahead and set that up for you now.

If the customer said YES (proceed with Subscription offer)

– [Offer Subscription]--

Perfect — Since this works best with consistent use, many customers prefer the subscription so they can keep the 20% savings and avoid gaps in progress.

Would you be comfortable setting it up every 60 days to match your 3-bottle supply?

Customer: Yes
Agent:: Perfect. I’ll go ahead and set that up for you now.

Customer: No
Agent: No problem at all. I appreciate you taking the time to talk through your options with me. 

Thank you for choosing RespiClear— we appreciate your trust in us. If you ever need support, we’re here for you. Have a wonderful day!

If you ever have questions or need assistance, our support team is always here to help.

My name is [Agent], and it’s been a pleasure assisting you today. Wishing you continued wellness and a great rest of your day.