USA-Campaign Script

*When speaking with the DM(Direct Manager), ask for the name and
confirm the position.*

Scenario 1A: Outsourced

Cleaning the office 1x or less: Mention the MMP
cleaning the office 2x or more: No need to mention MMP

Agent: Hello, my name is X. Can I speak to the manager/Am I speaking to

the manager?

Customer: No, I am X. Can I ask you, where are you calling from?

Agent: Yes, I am calling from a professional facility and the reason for my
call is that [Shared the Purpose of the call.]

Agent: Is it possible to talk to the manager now?

Customer: Of course.[Go ahead as Modality] If she/he will be available

later/at X time.

Agent: Alright, I will call back later. Thank You.

Agent: [End call] —-------------------------------------------

Customer: Yes, I am the manager/Yes, you are speaking to the manager.

Can I ask where are you calling from?
Agent: I am calling from a professional facility and the reason for my call is
that [Shared the Purpose of the call.] May I have your name and position,
please?

Customer: My name is [Customer Name and position].

Agent: Hello [Customer Name], just a quick question for you, because I

know you are busy. May I know how your cleaning is done, is it

In-house or Outsourced?

Customer: Yes, We outsource our cleaning needs. [Outsourced]

Agent: Great! Can you tell me how many times per week your current
cleaning company cleans your office?

Customer: They are cleaning the office 1x or less per week. [Mention the
MMP when needed.]

Agent: Oh ok, I just want to let you know that Our monthly minimum price
for your area is only $XXX, for this pricing you get 4-5 cleanings per month.
Is that pricing ok with you?

Customer: They are cleaning the office 2x per week.[Do not mention the
MMP with the customer if cleaning the office 2x or more per week.]

Agent: Ok, thanks. I am now going to transfer you over to my Scheduling

Manager who will assist you with the best day and time for your schedule.
Can you briefly hold on the line with me?

Customer: Sure.

Agent: Thank You.

After the Transfer happens:

Agent: Hello Chris, I have Jill with Jim’s Plumbing on the line with me. She
is set for you to schedule, thanks again Jill, and have a great rest of your
day.

After successfully transferring the call to the

scheduling manager:

1. Fill the comment box with the following info: In-house/Outsource

(I/O), Frequency(1x, 2x, 3x, etc.), Campaign Number (As per agent’s
campaign number).
Example: O, 2x, #155
2. Click TRANSFER - CONF.
3. Select CLOSER GROUP from the LOCAL CLOSER dropdown.
4. Tick the box beside CONSULTATIVE.
5. Click DIAL WITH CUSTOMER.

[End call] —-------------------------------------------

If no one Scheduling Manager picks up:

Agent: Sorry for the inconvenience, it seems our Scheduling Manager is

currently scheduling another appointment. Our Scheduling Manager will call
you within 5 - 10 minutes, is that okay?

Customer: Not a problem.

Agent: Before that May I ask for your updated email address?

Customer: XYZ.[Customer’s Email Address]

Agent: Alright, Thank you so much X [Customer’s Name]. Our Scheduling

Manager will call you within 5 - 10 minutes. Thank you so much once again.
Have a great day.

Agent: [End call] —------------------------------------------- [Fill up the

Transfer Form]
If no one Scheduling Manager picks up:

Agent: Sorry for the inconvenience, it seems our Scheduling Manager is

currently scheduling another appointment. Our Scheduling Manager will call
you within 5 - 10 minutes, is that okay?

Customer: No, I cannot wait.

Agent: No issues, please expect a call from our Scheduling Manager instead
to arrange a date and time for the appointment. Have a great day.

Agent: [End call] —------------------------------------------- [Fill up the

Transfer Form]

Scenario 1B: In-House

Always mentions the MMP

Agent: Hello, my name is X. Can I speak to the manager/Am I speaking to

the manager?

Customer: Yes, I am the manager/Yes, you are speaking to the manager.

Can I ask where are you calling from?

Agent: I am calling from a professional facility and the reason for my call is
that [Shared the Purpose of the call.] May I have your name and position,
please?

Customer: My name is [Customer’s Name and Position].

Agent: Hello [Customer Name], just a quick question for you because I

know you are busy. May I know how your cleaning is done, is it

In-house or Outsourced?
 Customer: We are actually taking care of our own space or We have
in-house cleaning.

Agent: Great! Are you actively seeking to outsource your janitorial needs
now or in the near future? [In-house script; should be delivered verbatim]

Customer: No, we are not looking to outsource our cleaning.

Agent: It’s alright. Would you please be kind enough to provide me with
your email address, in case you change your mind later?

Customer: If the customer provides the email address.

Agent: [Collect the email address]

Agent: Thank you so much. Have a great rest of your day.

Agent: [End call] —-------------------------------------------

Customer: Well yes, if it is within our budget or Yes, it is fine to stop by.

Agent: Ok, Great! So how many times per week are you planning to get the
cleaning done?

Customer: Probably just once a week.

Agent: Oh ok, I just want to let you know that Our monthly minimum price
for your area is only $XXX, for this pricing you get 4-5 cleanings per month.
Is that pricing ok with you?

Customer: Sure, that is fine.

Agent: Ok, thanks. I am now going to transfer you over to my Scheduling

Managers who will assist you with the best day and time for your schedule.
Can you briefly hold on the line with me?
 Customer: Sure.

Agent: Thank You.

After the Transfer happens:

Agent: Hello Chris, I have Jill with Jim’s Plumbing on the line with me she is
set for you to schedule, thanks again Jill, have a great rest of your day.

After successfully transferring the call to the

scheduling manager:

6. Fill the comment box with the following info: In-house/Outsource

(I/O), Frequency(1x, 2x, 3x, etc.), Campaign Number (As per agent’s
campaign number).
Example: O, 2x, #155
7. Click TRANSFER - CONF.
8. Select CLOSER GROUP from the LOCAL CLOSER dropdown.
9. Tick the box beside CONSULTATIVE.
10. Click DIAL WITH CUSTOMER.

If no one Scheduling Manager picks up:

Agent: Sorry for the inconvenience, it seems our Scheduling Manager is

currently scheduling another appointment. Our Scheduling Manager will call
you within 5 - 10 minutes, is that okay?

Customer: Not a problem.

Agent: Before that May I ask for your updated email address?

Customer: XYZ.[Customer’s Email Address]

Agent: Alright, Thank you so much X [Customer’s Name]. Our Scheduling

Manager will call you within 5 - 10 minutes. Thank you so much once again.
Have a great day.
Agent: [End call] —------------------------------------------- [Fill up the
Transfer Form]

If no one Scheduling Manager picks up:

Agent: Sorry for the inconvenience, it seems our Scheduling Manager is

currently scheduling another appointment. Our Scheduling Manager will call
you within 5 - 10 minutes, is that okay?

Customer: No, I cannot wait.

Agent: No issues, please expect a call from our Scheduling Manager instead
to arrange a date and time for the appointment. Have a great day.

Agent: [End call] —------------------------------------------- [Fill up the

Transfer Form]

Scenario 1C: Building Management

Agent: Hello, my name is X. Can I speak to the manager/Am I speaking to
the manager?

Customer: No, I am X. Can I ask you, where are you calling from?

Agent: Yes, I am calling from a professional facility and the reason for my
call is that [Shared the Purpose of the call.]

Agent: Is it possible to talk to the manager now?

Customer: Of course.[Go ahead as Modality] If she/he will be available

later/at X time.

Agent: Alright, I will call back later. Thank You.

Agent: [End call] —-------------------------------------------

 Customer: Yes, I am the manager/Yes, you are speaking to the manager.
Can I ask where are you calling from?

Agent: I am calling from a professional facility and the reason for my call is
that [Shared the Purpose of the call.] May I have your name and position,
please?

Customer: My name is [Customer’s Name and Position].

Agent: Hello [Customer Name], just a quick question for you because I

know you are busy. May I know how your cleaning is done, is it

In-house or Outsourced?

Customer: Our building management takes care of it.

Agent: May I please have your building management's name and contact
number?
Customer: Customer shares the information with you.

Agent: [Take the contact information for building management and note it
down]

Agent: It’s alright. We will contact the corporate office regarding this matter.
Thank you so much. Have a great rest of your day.

Agent: [End call] —-------------------------------------------

 INTRO
( Say the purpose of the call )

Main Script: GYMS

Hello Jill, The reason for my call is that we are visiting some other
Gyms (or Add industry) in your area next week and would like to
know if we could stop by for a quick 5-10 mins walk through to
provide you a free customized proposal for janitorial cleaning. We
are local and specialize in cleaning Gyms (or Adding industry).

Main Script: Doctor’s Office

Hello Jill, Our cleaners specialize in dental office cleaning. We

understand the importance of cleanliness in every Operatory. So if
you have a few minutes next week we can have one of our sales reps
explain what makes us so good at cleaning the dental office. Will
Tuesday at 10 AM work for you?

Main Script: Schools

Hi, this is Marcus with ABC cleaning. We specialize in cleaning

schools of all kinds. We understand how important sanitation is for
little ones and all ages. We will be in your area next week and I
would like to know if we can stop by for a 10-minute visit in order to
give you a free janitorial quote. 

Rebuttal:

I understand. You know, our rep would simply be providing you with
a proposal just in case your current company starts to perform less
than your expectations. Really, we do not mind being used as a
backup, and you do not have to worry because it is a free proposal.
 Common questions that contacts ask

Question # 1 - Can you tell me where you are located?

● Yes ma’am, we’re local right here in (simply look at the address on the
dialer info and say that city.

Question # 2 - Can you provide me with a website?

● Yes, we were recently hacked so it is currently under repair, but we will

send you an email confirmation and we will include the new link.

Question # 3 - Can you tell me, are you licensed and bonded?

● Yes, We certainly are. We have over 10,000,000 in coverage.

Question # 4 - Can you provide me with some references?

● Yes, when our sales rep meets with you I will make sure he has them with him.

Question # 5 - Do you have a callback number in case I need to change

something?

● Absolutely, it’s 888-616-4125 and you may look for James Clark, he is my
supervisor.

Question # 6 - Is it possible to give me a price over the Phone?

● Actually (DM’s first name), unfortunately, it is not. On our rep’s short visit, he will
simply need to see your office and check what your office looks like, things like the
floors, how many restrooms, and overall square footage. This way we can give you
the best pricing.

Question # 7 - Are you a preferred vendor for our company? Or, are you a
part of the compliance depot?

● No (DM’s first name), unfortunately, we are not. (Do not proceed in scheduling
the appointment.)
 Quick Notes for Agents

● Correct positions to look for:

○ Gym – Manager
○ Dental & Medical Facility – Manager
○ Churches – Parish Administrator or Pastor.
○ Daycare – Director or School Administrator
○ Schools- School Administrator or Director

● ALWAYS ask for an email address in EVERY call. Use your judgment to find a proper
time to ask for it.
● ALWAYS ask for the name of the person you are speaking to in EVERY call. Usually,
they will say it just as they receive the call. If not, ask at the proper time.
● Remember these points:
○ We provide commercial cleaning only.
○ If customers ask for deep cleaning, don’t say directly about deep cleaning.
Say that we do regular cleaning, and deep cleaning may be a part of the
service package.
○ No residential cleaning or (office + residence) cleaning.
○ No government agency or banks are cleaned.
○ No apartment clean-outs (cleaning apartments to make them ready for rent).
○ If the office is in an apartment, only the office rooms and common areas like
the lobbies or hallways are cleaned.

● Make sure the customer is genuinely interested before you proceed with transfers.
● Make sure you are talking to the right person.
● If the contact asks you to drop the quotation/proposal/business card in their mail or
dropbox, tell them politely that the sales rep needs to visit the site in person to
provide the best solution.
● Do not mention the word “Free” more than once on a call. Otherwise, the QA will
reject the appointment.
● Do not talk over the customer or interrupt them.
● Make sure you WAIT for a clear, positive answer from the contact after you ask the
MMP question.
● The rebuttal is applicable ONLY for offices that outsource their cleaning.
● If the contact says no, do not push them.
● Before transferring the call, do not enter any extra information in the comment box -
it is not for making comments on the contact. Only enter the necessary information.