The script, step by step
1. Open the call
- Say
[Inbound, after booking:] Before I let you go, can I tell you about our maintenance plan? It takes about a minute. [Outbound renewal:] Hi, this is [Name] from [Company]. I'm calling because your [plan name] renews on [date]. Is now a good time for two minutes?
- Why
- Asking permission keeps the call friendly, and on outbound calls the customer should know right away who is calling and why.
- Write down
- Inbound or outbound
- Customer agreed to hear it (yes or no)
What to do at step 1 If Then The customer says no, or asks not to be called "No problem, thanks for your time." On outbound calls, mark the number do not call and end the call. The customer mentions no heat, no cooling or a gas smell Switch to the HVAC emergency triage script. Safety comes before any sale. 2. Tie it to their system
- Say
I see your [system type] is about [age] years old, and its last tune-up was [date or never]. [After a repair:] The technician noted [finding] today.
- Why
- A plan sells on the customer's own equipment and history, not on a list of perks. It also shows you know who they are.
- Write down
- System type and age
- Last maintenance date
- Technician's notes, if any
3. Say what the plan includes
- Say
Our [plan name] includes [number] tune-ups a year, [priority scheduling], [discount] off repairs and [no after-hours fee / a reduced after-hours fee]. The tune-up is where we catch small problems before they turn into a no-heat call in January.
- Why
- Say three or four concrete benefits, not ten. Annual service is also a safety point: the CDC advises having gas and oil heating systems serviced by a qualified technician every year.
4. Say the price
- Say
It's [price] a [month / year], and [it renews each year / you can cancel by (how)]. [Optional, only if true:] On today's repair, members pay [member price] instead of [regular price].
- Why
- A clear price and a clear way to cancel build trust. Only compare member and regular prices you actually charge.
- Write down
- Price quoted
- Billing: monthly or yearly
5. Ask for a clear yes
- Say
Would you like me to [add the plan / renew your plan] today?
- Why
- A direct question gets a direct answer. Never sign someone up on a maybe.
- Write down
- Yes, no, or wants to think
What to do at step 5 If Then "It's too expensive" "I understand. The plan is [price]; a single after-hours visit is [your after-hours fee]. If that's still not worth it for you, that's fine." "My system is new" "That's a good time to start, because many manufacturer warranties ask for regular maintenance. Check your warranty terms; if you'd rather wait, we can call you next year." "I'll think about it" "Of course. Can I text you the details so you have them?" Send the plan summary and leave it there. "We're moving" or "we're selling the house" "Thanks for letting me know. I'll note it so we don't call about renewal." 6. Book the first visit
- Say
Great. Your first tune-up is included, and I have [day and window] or [day and window]. Which works better?
- Why
- Booking the visit on the same call turns a yes into a scheduled job and makes the plan feel real.
- Write down
- Tune-up date and arrival window
7. Confirm the terms
- Say
So that's the [plan name] at [price] a [month / year], starting today, with your tune-up on [day]. I'll text and email you the terms, including how to cancel.
- Why
- Reading back the terms prevents disputes, and written terms are what the customer agreed to.
- Write down
- Terms sent by text or email
8. Close
- Say
Thanks for being a [Company] customer. If anything stops working before your visit, call us; if you ever smell gas, get everyone outside and call 911 or the gas company first.
- Why
- Ending on service, and the one safety rule, keeps the call about the customer rather than the sale.
What not to say
| Don't say | Say instead | Why |
|---|---|---|
| “With this plan your system will never break down.” | “Tune-ups catch a lot of small problems early.” | No plan prevents every breakdown. A promise like that turns into a complaint. |
| “This price is only good today.” | “This is our current plan price.” | A fake deadline is pressure, and customers recognize it. |
| “Your warranty is void without our plan.” | “Check your warranty terms; many ask for regular maintenance.” | Warranty terms vary by manufacturer, and the plan isn't the only way to meet them. |
| “I'll go ahead and sign you up.” | “Would you like me to add the plan today?” | Never enroll someone without a clear yes. |
| “It pays for itself.” | “Here's what it includes and what it costs.” | Whether it pays off depends on the customer's system and calls. Let them decide with the numbers. |
When to hand off
| When | What happens |
|---|---|
| No heat, no cooling, gas smell or a CO alarm comes up | Switch to the HVAC emergency triage script and alert dispatch if needed. |
| The customer wants to cancel or disputes a charge | Take the details and route it to the office manager the same day. |
| Commercial account or multi-unit property | Route to the commercial service manager. |
| The customer asks not to be called again | Mark the number do not call and confirm it on the call. |
Spanish version
The same steps in Spanish. Read it aloud with a fluent speaker on your team and adjust the wording to how your customers talk before you use it.
- Paso 1.
[Llamada entrante, después de agendar:] Antes de despedirnos, ¿le puedo contar de nuestro plan de mantenimiento? Es como un minuto. [Llamada de renovación:] Hola, le habla [Nombre] de [Compañía]. Le llamo porque su [nombre del plan] se renueva el [fecha]. ¿Tiene dos minutos?
- Paso 2.
Veo que su [tipo de sistema] tiene unos [edad] años, y el último mantenimiento fue en [fecha o nunca]. [Después de una reparación:] El técnico anotó hoy que [hallazgo].
- Paso 3.
Nuestro [nombre del plan] incluye [número] mantenimientos al año, [atención prioritaria], [descuento] en reparaciones y [sin cargo por servicio fuera de horario / un cargo reducido fuera de horario]. En el mantenimiento detectamos problemas pequeños antes de que se conviertan en una llamada por falta de calefacción en enero.
- Paso 4.
Cuesta [precio] al [mes / año], y [se renueva cada año / lo puede cancelar (cómo)]. [Solo si es cierto:] En la reparación de hoy, los miembros pagan [precio para miembros] en lugar de [precio normal].
- Paso 5.
¿Quiere que le [agregue el plan / renueve su plan] hoy?
- Paso 6.
Muy bien. Su primer mantenimiento está incluido, y tengo el [día y horario] o el [día y horario]. ¿Cuál le queda mejor?
- Paso 7.
Entonces queda el [nombre del plan] a [precio] al [mes / año], a partir de hoy, con su mantenimiento el [día]. Le voy a mandar los términos por mensaje y por correo, incluyendo cómo cancelar.
- Paso 8.
Gracias por ser cliente de [Compañía]. Si algo deja de funcionar antes de su visita, llámenos; y si alguna vez huele a gas, salgan todos de la casa y llame primero al 911 o a la compañía de gas.