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Scripts Thank you for choosing Comfort Keepers. How may I assist you? I would be happy to assist you with that. My name is (Your Name). To start, I would like to ask you a few quick questions so I will be able to get you to the correct Community Consultant. First, may I have your name? Thank you, Mr/Ms (Caller Last Name) are you looking for a solution for yourself or a loved one? In the event we were to get disconnected, what is the best number I can call you back at? Thank you. I have (repeat the number) written down, is that correct? Thank you, Mr/Ms (Caller Last Name). What is the zip code where we would be delivering services for (the person receiving support)? (If this is in another owner’s territory, please warm transfer. “It looks like we have a specialist that is closer to your location. Would you mind holding for a second while a transfer you over to them?) Mr/Ms (Caller Last Name), please tell me more about what brought you to call us today. Take brief notes on reason for call. Thank you for that information Mr/Ms (Caller Last Name). How did you hear about us? I understand (restate a couple of things they said). We have provided solutions to others in similar situations. I believe it is appropriate for me to get you scheduled awith our Community Consultant that supports your area. We understand your time is important, Mr/Ms (Caller Last Name). First, our Community Consultant will do about a 10 minute initial discovery call with you to better understand if Comfort Keepers is the right solution for (the person receiving support). If so, the next step would be to conduct a complimentary consultation to dive deeper into understanding the goals for the involved parties and formulate a solution to meet those goals. I would like to get you in contact with our consultant as quickly as possible Mr/Ms (Caller Last Name), I am pulling up our consultant’s calendar to get you scheduled for the initial discovery call. It looks like (Community Consultants name) is available (name the next 2 AM/PM options open ex. this afternoon or tomorrow morning) which would work better for you? Great! Would (give 2 exact time options) work best for you? Okay, I have you down for (repeat time of initial discovery call). (Community Consultant name) will call you. THANK YOU so MUCH for giving us a call today. It was a pleasure visiting with you, Mr/Ms (Caller Last Name). Have a wonderful rest of your day. Price Question Guide: If they ask what the price is or what you charge per hour ask: “What is your budget?” When they tell you, you say: “That is an excellent question. Due to our services being completely customized to each person’s goals, our fees vary greatly from below the cost of assisted living facility care to a very high touch 24 hours a day 7 days a week concierge solution. One of our priorities is to give our clients accurate and transparent information. This is something our Community Consultant will likely be able to give you a more accurate range after the initial call.” Note: Remember to have a smile on your face and understand your goal is to not have to have the answers but to get them to the community consultants whose responsibility it is to move them appropriately through the process.