OUTBOUND
SCRIPT
SCRIPT
Agent: Hello, this is (NAME), calling on behalf of (STORE NAME) to arrange for your appointment to install the (Product). Can I have your name please?
Agent:
Hello, this is David calling on behalf of (STORE NAME) booking department to set you an appointment to install the (PRODUCT). Sorry, I missed you, to book an appointment please follow the link that was sent to your email or phone or call us back at (PHONE NUMBER). Thank you and have a great day!
Home Depot: 1-866-379-0696
Quickcontractors: 1-800-920-1747
The Bay: 1-866-380-3041
Best Buy: 1-866-518-4206
The Brick: 1-866-380-3047
Canadian Appliance Source: 1-877-694-3909
Canadian Tire: 1-866-217-1597
Canadian Tire Home Delivery: 1-855-576-6285
Enercare: 1-877-341-2469
IKEA/Whirlpool: 1-888-273-0416
Leons: 1-888-223-6296
Lowes: 1-866-362-5454
Nautilus: 1-866-436-6561
Rona: 1-866-372-7684
Staples: 1-833-619-2739
QC Contractor Line: 1-866-380-1384
QC Commercial Line: 1-844-836-2433
QC Claims Line: 1-855-581-9878
QC In-Store (Canadian Tire): 1-514-505-1882
QC In-Store (HD, LRR): 1-855-286-6556
PRODUCT VERIFICATION:
Agent: May I ask what type of dishwasher? or What kind of brand? is it BOSCH type or LG type (other brands)?
Or I would like to check if the dishwasher you receive is a BOSCH-type or not.
Just prepare for additional charges for the junction box and the technician will inform you of the exact cost or price of it.
Agent: Is it stackable, un-stackable, or side-by-side?
Agent: Is it standard or downdraft installation?
DELIVERY CONFIRMATION:
Agent: Did you already receive your (PRODUCT)?
ADDRESS VERIFICATION:
Agent: Can you please verify to me your installation address?
Phone number and email address?
Agent: When is your confirmed Delivery Date?
(IF YES: Input the confirmed delivery date, IF NOT: proceed to contact the store)
ADDRESS VERIFICATION:
Agent: Can you please verify to me your installation address?
Phone number and email address?
REBUTTALS
We need your confirmed delivery date to book you an appointment schedule to install your product.
We need first the confirmed delivery date and we cannot do same day installation of the delivery to avoid a wasted trip of our technician.
Agent: Please contact the store and ask them about the delivery date of your product. We will just call you back 2 days from now.
REBUTTALS: (Unfortunately, we need first the confirmed delivery date before we book you an appointment for your installation)
REBUTTALS: (We need you to call the store and ask for the confirmed delivery date and after 2 days we will call you back to book an appointment.)
BOOKING BOARD:
(TECHNICIAN IS AVAILABLE)
Agent: The technician is available this coming (Day & Date) and (Day & Date). Which one do you prefer?
CUSTOMER WANT EARLIER SCHEDULE
REBUTTALS: (IF INSIST)
Agent: Im sorry Mr.______ it appears that (DATE)______ is all booked up, would you like the next available dates (provide the dates) instead?
REBUTTALS: (IF STILL INSIST)
Agent: I Understand, however as much as we wanted to grant your request, We cannot book you on that day because it's all booked up. What I can do here is book you on the nearest schedule that our technicians are available. Aside from the dates that I provided, the next available dates are on (date). Which do you prefer?
REBUTTALS: (IF STILL INSIST)
Agent: I understand where you coming from. In this case, I will go ahead and escalate this issue to my supervisor.
(IF NO AVAILABLE TECHNICIAN) 3 Preferred Dates
Agent: I'd like you to give me three dates that you prefer for our technicians to install your product.
The technician are asking for your 3 preferred dates starting May 18 (Thursday) onwards except Saturday and Sunday. So can I have your 3 dates please?
Alright, I already take note of your 3 preferred dates.
I want you to understand that the final appointment will be set by our technician 2 days from now.
In case we cannot reach you on this number, what is your alternative phone number and email address to communicate with you?
Thank you someone will be in touch as soon as possible to try and accommodate your request.
For further assistance, you can call us back at this phone number (1-866-379-0696).
Thank you for picking up my call. Have a great day!
REBUTTALS: Since our technicians are fully booked this week and the following week, they are asking for your 3 preferred dates
BOOKING DATE CONFIRMATION:
Agent: The Technician will call you the day or morning of the appointment to confirm the time of the visit.
In case we cannot reach you on this number, what is your alternative phone number and email address to communicate with you?
To confirm, the technician is scheduled to arrive on (Day/Date). Please ensure there is someone over the age of 18 present during this time and that the work area is clear of obstructions.
You will also receive a text message/email to confirm the bookings. It may say afternoon but our technician will actually call to arrange the time according to your availability.
For further assistance, please call (PHONE NUMBER). You can also email us via bookings@quickcontractors.com. Thank you and have a good day!
Home Depot: 1-866-379-0696
Quickcontractors: 1-800-920-1747
The Bay: 1-866-380-3041
Best Buy: 1-866-518-4206
The Brick: 1-866-380-3047
Canadian Appliance Source: 1-877-694-3909
Canadian Tire: 1-866-217-1597
Canadian Tire Home Delivery: 1-855-576-6285
Enercare: 1-877-341-2469
IKEA/Whirlpool: 1-888-273-0416
Leons: 1-888-223-6296
Lowes: 1-866-362-5454
Nautilus: 1-866-436-6561
Rona: 1-866-372-7684
Staples: 1-833-619-2739
QC Contractor Line: 1-866-380-1384
QC Commercial Line: 1-844-836-2433
QC Claims Line: 1-855-581-9878
QC In-Store (Canadian Tire): 1-514-505-1882
QC In-Store (HD, LRR): 1-855-286-6556