Pre-screening interview and script-reading


GENERAL INSTRUCTIONS:
  1. Make sure your whole face is seen on camera. Record in a well-lit space.
  2. Make sure you can be heard clearly in the recording for this will serve as your entry for the pre-screening part of the application
  3. Make sure to double check your recording before submitting it

GREETING Thank you for calling Total Care! My name is (state your name).
CUSTOMER NAME Who do I have the pleasure of speaking with today?
SHOPPING NEEDS Thank you, John Smith, and how can I assist you with your shopping needs today?
ACKNOWLEDGEMENT I am more than happy to help you with your shopping needs.
VERIFY LOCATION If calling a specific location
  • You're looking to shop at our location in Oklahoma City at N Sooner Rd., is that correct? (If calling corporate line)
  • I want to make sure to find the location closest to you, may I have the zip code of the area you are interested in shopping or did you have a particular location in mind?
  • We have a great location here at Oklahoma City at N Sooner Rd., would this be convenient for you?
VERIFY PHONE NUMBER Great! Let me load my inventory for that location. If we get disconnected while this loads, John, is the number ending in 6969 your best call back number for you?
FEATURES & BENEFITS Perfect! Now, while my location inventory loads, there are a few things you should know:
  • We offer month-to-month access with no contracts which means you can shop for as little as one month or for as long as you'd like;
  • We have 24-hour video monitoring and lighting on site for you; and
  • The facility is fenced and gated for your security.
BRIEF DESCRIPTION Now, I'd like to narrow down some stores and make sure we choose the best one to suit your shopping needs. What typeof items are you looking to buy from us?
WHEN WILL YOU NEED YOUR PRODUCT? Thank you, John. I'm looking into something in that price range now. Are you looking to begin shopping today or did you have a specific start date in mind?
PRODUCT Got it! Based on what you've described, John, and our current availability, my recommendation would be a shopping center near Oklahoma. It offers various products and offers a lot of discounts for various items. Does that sound like a good fit?
PRODUCT PRICING Great! I have one product in that brand left available and the price is $150.
ADMINISTRATION FEE & INSURANCE In addition to the price, we do have an adminstration fee of $26 and require insurance coverage for your purchase, which is $15 per month.
SENSE OF URGENCY Our products are available on a first come, first serve basis. We can go ahead and get your purchase started over the phone today to lock it in for you.
RENTAL OR REBUTTAL If they say yes:
  • Okay, great! Let's get that set up for you. What email address would you like on your account? This will also serve as your username for our online portal where you can pay your bill, view your purchase details, and more.
If they have to talk to someone first, not sure about price, etc.:
  • No problem, John. I will put in a no obligation reservation for you to lock in your price and if that product is still available when you're ready to buy, the process will be very simple for you! What email address should I send your reservation confirmation to?
DECLINE RESERVATION That's okay! Reservations are not required, it just locks in the current pricing for you should you decide to shop with us. Instead, I can send you just the price quote we talked about today. Where should I send that, John? (confirm spelling)
QUESTIONS You're all set, John! Do you have any other questions or is there anything else I can take care of for you today? (answer question)
CLOSING Thank you for calling Total Care, John! Have a wonderful day!
  • Copy the link above and paste it on the recording link field on the Online application.