B2B ENROLLMENT SCRIPT: JUNE 2021

B2B ENROLLMENT
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Script
2022

Greeting
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Must Contain
✓ Your name
✓ calling from “Wayfair Professional”
✓ Call recording disclaimer

Generic Hi, I’m ________, from Wayfair Professional on a recorded line. Is _____ available?
Greeting
Hi _______, so happy to catch you.
 B2B ENROLLMENT SCRIPT: JUNE 2021

Opening
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Must Contain:
✓ Reason for your call
✓ Verify business purchasing
✓ Verify Industry; Verify Sub-Vertical for Contractor; Probe Retail and Real Estate

Creation
Opening
Method

Application I’m calling today because I see that you started an application to
become a Wayfair Professional member. I’d like to help you complete
your application. Do you purchase on behalf of a business?
If Yes: What industry are you in?
If not a direct ‘No’: (Clarify once) “Just to clarify , are all of you purchases from
wayfair for personal use”?

EIN Failure The reason I’m calling is that it seems you may have entered your
EIN number incorrectly on your Wayfair Professional application
and we’d like to help you complete that today. Do you purchase on
behalf of a business?
If Yes: What industry are you in?
If not a direct ‘No: (Clarify once) “Just to clarify , are all of you purchases from
wayfair for personal use”?

OC We'd like to thank you for being a customer with Wayfair. The
reason for my call today is you may qualify for our complimentary
business program. May I ask if your purchases are for
business use?
If Yes: What industry are you in?
If not a direct ‘No: (Clarify once) “Just to clarify , are all of you purchases from
wayfair for personal use”?

Gate Way Lead Your information came across my desk and I am calling to find
out if you make purchases on behalf of a business.
If Yes: What industry are you in?
If not a direct ‘No: (Clarify once) “Just to clarify , are all of you purchases from
wayfair for personal use”?
 B2B ENROLLMENT SCRIPT: JUNE 2021

Business Qualification
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Must Contain:
✓ If NOT a business: Set proper expectations and close the call
✓ Business purchase confirmed: Move on to benefits pitch

If YES That’s great. What industry is your business in? (If they’re unsure: Ask what
business items they typically purchase) [If qualifies, move on to Benefits Pitch]
purchase

Doesn’t Thanks for clarifying that. In that case, the kind of purchases you are making are
Qualify best suited for the consumer site. I appreciate you taking the time to speak with
me today and I’ll update your information and you no longer receive outreach
from the business team. Feel free to continue shopping with us. We appreciate
your business and have a great day.

Consumer Thanks for clarifying that. I appreciate you taking the time to speak with me today.
I’ll update your information so you no longer receive outreach from the business
team. Feel free to continue shopping on Wayfair and have a great day!

Benefits
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Must Contain:
✓ Complimentary
✓ Extended catalog
✓ Dedicated sales and support team
✓ Exclusive business pricing

Vertical Our complimentary program will give you access to an extended catalog, a
Agnostic dedicated sales and support team, and exclusive business pricing. Our sales teams
can assist you with planning, quoting, and all your sourcing needs.

Transition I just need a couple of things from you in order to get your account upgraded.
Statement [Pause for customer response]
 B2B ENROLLMENT SCRIPT: JUNE 2021

Lead Score
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Must Gather the following:

✓ Business Name ✓ Company Address

✓ Contact Name ✓ Web Page
✓ Email ✓ Title & Role
✓ Phone Number ✓ Department

NOTE: Proceed to verify any pre-populated info instead of asking for it

INFO Example Phrasing & Notes

Business Name And what is the name of the business? (verify spelling)
Is there an Inc., Corp. or LLC in the title?

Contact Name (Verify customer's first and last name)

Email Verify Spelling

Phone # ex. "The phone number I have on file is..”

Co. Address “What is your business address?”

Web Page ex “Does your business have a web or social media page I can take note of?”

Title & Role Awesome, and what is your title there? Are you the person that will be
placing orders for this account?

Department Is there a department that you work in? [If no, place under ‘Other’]

Upcoming Projects
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Must Contain:
✓ Immediate need: Next 30 days
✓ Specific Items? (SKUs, descriptions, etc.)
● IF YES: Move to Verticalized Scripting/Live Transfer

Upcoming What projects or purchases are coming up in the 30 days?

 B2B ENROLLMENT SCRIPT: JUNE 2021

projects IF YES to upcoming projects: Do you have specific items in mind?

Closing
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Must Contain:
_

✓ Acknowledge Enrollment
✓ BDR Info (If Live Transfer)
✓ CSAT Survey (If Not Live Transfer)
✓ Welcome Email

Live Transfer - Thank you for that information! Since you mentioned you’re currently working
Immediate on a project, I'd like to connect you with a member of our business development
Needs team that will be able to take care of you from here. Is this a good time to
connect you with them?

If YES Proceed with live transfer per usual

If NO Proceed to Closing

Closing (LT Not Alright [name], you’re now a member of Wayfair Professional! A member of our
offered/Declined business development team may reach out to you in the next few days. Their
LT) contact information can be found at the bottom of any Wayfair page. I’ll be
sending a Welcome Email with more information about the program.

Before you go, are you willing to take a short two-question survey about your
enrollment experience?

If YES Awesome, your feedback is very important to us. I’ll transfer you to the
survey now. (Proceed with transfer)

If NO No worries, thank you for your time and welcome to Wayfair

Professional!