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CHAMPION CALL CENTER ESTIMATE APPOINTMENT SCRIPT 3/29/20222
STAGE 1: WELCOME - GREETING
Thank you for calling Champion Windows and Home Exteriors.
This is ____________. How may I help you?
Regardless of what they say…
Great, I’ll be happy to help you with that; let me just get a little bit of information.
May I have the property zip code?
OK, That will be our __ Division Name ___ office.
If they are calling to book an appointment:
Are you a previous customer or have you called about this project before?
IF YES
Go to CRM and try to find the customer in Contacts or Global Address
What is your street address so I can find your information in our system? And your name please?
Are you the homeowner?
IF NO: Will the homeowner be present? Champion does need to meet with the homeowner. What is their name? *Determine caller’s role (renter, relative, etc); they can be at appointment as well, but homeowner must be there; exception is power of attorney*
IF YES TO HOMEOWNER What is your First Name, please? Last Name?
Is there a second homeowner (spouse)? What is their first name? Last name?
Our Champion Representative will be going over product, installation and pricing options at this appointment, and we prefer to have everyone who might be part of the purchasing process there.
What is the address of the property? Street? City? State?
(Repeat address with spelling as needed- Check address in Google or use address verify check
What is your primary phone number with the area code first?
Is this a cell phone? IF Yes/No
If not, do you have a cell phone so we can send you a text reminder?
What is your email address?
We will send an email reminder about your appointment as well.
STAGE 2: PRODUCT SELECTION
And you mentioned you are interested in _(products)_, correct?
Windows:
• How many windows need replaced?
• Are you wanting to replace the entire window or do you just need to have it repaired?
IF REPAIR: Is this a Champion product? (Reminder: Champion logo is engraved on the window lock). Champion only repairs Champion products – * do not set repair appointments.
· *DO NOT SAY IF LESS THAN 3 WINDOWS*
We do have a national promotion going on for a limited time. Current national offer!
Doors:
· Are you wanting to replace your door or repair it?
IF REPAIR: Is this a Champion door? Champion only repairs Champion products * Do not set repair appointments.
• We do have a national promotion going on for a limited time. Current offer!
Siding:
• Do you need all of your siding replaced? The minimum siding project is at least one entire side of your house up to a whole-house siding replacement.
IF REPAIR: Champion does not replace individual siding runs or boards; we do not guarantee siding color match. *Do not set repair appointments*
• We do have a national promotion going on for a limited time. Current offer!
Sunrooms:
• Are you interested in a screen room or a sunroom ( this is with glass windows and doors)?
IF REPAIR: Champion does not repair existing non-Champion enclosures. *Do not set repair appointments*
• We do have a national promotion going on for a limited time. Current offer! Your Champion Representative will explain your best options to fit this promotion.
How soon do you plan to start this project?
Immediately, Next 6 months, 6 months or longer, I don’t know
[If not a previous customer]
Since we haven’t working together previously, how did you hear about Champion?
Answer from Drop-down list.
If previous: Thank you for considering Champion again.
If referral: May I please have the name of the person who referred you?
Was there an ad you saw? Do you have that Promo Code?
Use this rebuttal for 1-2 Window Appointments (Only for partner calls)
You mentioned you are interested in __(windows)_____, correct? How many windows need replaced?
Customer: 1 or 2
Just to make you aware, our current advertising only allows for discounts on 3 or more windows. We will be able to accommodate your request with a minimum purchase price of $2,000.
Customer: Well, how much does a window cost anyway?????
CIB Rep: I don't have access to pricing in the call center, however our factory rep will go over that with you at the time of the appointment. I am only aware of our minimum purchase amount.
STAGE 3: SCHEDULING THE APPOINTMENT
Let’s get your appointment scheduled.
So, let me tell you a few things before we get your schedules. We are committed to the health and safety of our customers. Our reps do follow the CDC guidelines and practice social distancing at the appointment, including washing hands frequently, and no handshaking. If our reps are sick, they stay home, and if requested, they will wear a mask at the appointment.
The average consultation takes approximately 60 – 90 minutes.
REBUTTAL TO LENGTH OF APPOINTMENT: Our Champion representative will be going over many styles and options as well as pricing at this free in-home appointment.
We offer morning, afternoon, evening, and Saturday appointments for our customers. What time of day works best for you? (Pause)
I have ___________ {offer Date/Time that fits their request} available. Will this work for you?
Select Date and Time at least 2 days out.
A text and email reminder will be sent out.
IF A STORE IS BOOKED OUT PAST 6 WEEKS
*Do not tell a customer that we can't set an appointment for them*
"I apologize, but we are so busy that we do not have anything available for 6 weeks out. I would be happy to take your name and information with some detailed notes and send it to the local office for them to call you back. "
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