Script for inbound leads
A prospect has called your demo assistant, filled in a form or signed up via your partner link. This is how you handle the callback.
A prospect has contacted you, and you're calling back. You don't have to sell anything in this conversation yet. You want to understand why they got in touch and who decides, and fix an appointment for the demonstration.
Before the call: 30 seconds
- Where does the lead come from? A call to the demo assistant, a form, a sign-up or a recommendation.
- What do you already know? Industry, website, the request from the form or from the summary of the conversation with your demo assistant.
- Which template fits the industry? See Use cases by industry.
The opener by lead source
| Source | Opener |
|---|---|
| Call to the demo assistant | "You tried out our phone assistant yesterday. What was your impression?" |
| Form on your website | "You wrote to us that you lose a lot of calls in the evening. Can you tell me briefly how it works today?" |
| Sign-up via your partner link | "You've just signed up with bhomy. I'd be happy to support you with the setup. What do you want to use the assistant for first?" |
| Recommendation | "Mr Wolf referred you to us. What did he tell you?" |
For a sign-up via your partner link, you see the company, plan and contract status in the partner area, but no call data. You only look into the account once the customer gives you access, see Partner account and partner access.
Recognising the contact
In the first two minutes, listen for who's on the phone:
| Signal | Role |
|---|---|
| "I'm at customers' sites all day myself." | owner of a small business, decides alone |
| "I sit at reception here and get everything." | office management, uses the agent, usually doesn't decide alone |
| "How does this work with our phone system?" | IT, checks the technology |
More under Personas. If you're not on the phone with the person who decides, ask directly: "Who should be at the demonstration?"
Offering the appointment
"I suggest that by the appointment I build you an assistant with your company name and your services. Then you can call it yourself during the demonstration. Does Tuesday at 10 or Wednesday at 3 pm suit you?"
Three questions for the demonstration
- "What should the assistant take over first?"
- "Which questions do your callers ask most often?"
- "Which phone system or provider does your number run through?"
With these three answers, you build a demo agent that sounds as if it were made for the customer, see Build a customer demo.
Closing the call
- Repeat the appointment, participants and purpose.
- Announce what the prospect will receive beforehand: the invitation and the number of their demo agent.
- Ask whether there's anything else you should know for the demonstration.
Cheat sheet
| Step | Goal |
|---|---|
| Preparation | know the source, industry and request |
| Opener | build on the prospect's first step |
| Listening | recognise the trigger and the role |
| Appointment | two specific times, agree the participants |
| Three questions | basis for the demo agent |
| Close | confirm the appointment, send the invitation |
Objections on the phone
If an objection already comes up in the callback, answer it briefly and steer towards the appointment: "We'll be happy to clarify that in the demonstration with your example." Answers to typical objections are under Objections.
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