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INBOUND PEST CONTROL

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Call Card — Price‑First (A4, Print)

Use this on live calls. Quote first using property type & size, then lock the booking.

Flow (0:00 → 3:30)

  1. 0:00–0:15 Greet — “Thanks for calling Pro Pest Control Brisbane, this is [Name].”
  2. 0:15–0:35 Property & Size — “House or unit? How many bedrooms? Single or double storey?”
  3. 0:35–1:10 Price Now — Give price + inclusions + time estimate + free roof‑void rodent bait (1 station).
  4. 1:10–1:35 Why Us — Warranty, tidy work, hundreds of 5★ reviews, fast support.
  5. 1:35–2:15 Close — “I’ve got 9:30 Wed or 1:45 Thu — which suits?”
  6. 2:15–3:00 Details — Pets/kids, access/parking, specific pest issues, roof void access.
  7. 3:00–3:30 Confirm — Send confirmation & prep list; ask for review after service.

Must‑Say (every call)

  • Clear price for their property type & size.
  • Inclusions: internal + external where applicable, roof void bait (1 station), warranty (12 months on cockroaches/silverfish/spiders; 3 months on ants).
  • Safety: APVMA‑registered products used strictly to label; safe once dry when used as directed.
  • Time: e.g., 3‑bed lowset ~45 min; 4‑bed ~60 min; 5‑bed ~75 min.
  • Ask for the booking with two time options.

Quick Scripts

Price‑First “For a [3‑bed lowset] your general treatment is $[price]. That includes a 12‑month warranty on roaches, silverfish, spiders and 3 months on ants, plus a free rodent bait in the roof void. Most jobs take about [time]. I can do [two slots] — which suits?”
Price Match “Happy to match apples to apples. Does the other quote include internal & external, our warranty, and the roof‑void bait? If yes, I’ll match now and lock you in.”
Safety “We use APVMA‑registered products strictly to label. Once dry, treated areas are fine to re‑enter. We avoid prams/cots and food prep areas.”
ServiceM8 Slow “I’ll grab your name & mobile, give you the quote now, and text the confirmation as soon as the system catches up.”

Discovery (post‑price)

  • Current issues (which pests, where, how long?)
  • Pets/kids/newborn/pregnancy/asthma
  • Access/parking; roof‑void access
  • Termite inspection current? (Annual recommended)

After‑Care (tell them)

  • Leave surfaces dry 24 h where possible; don’t spray over ant baits.
  • Expect increased activity for 7–14 days; call us after 4–6 weeks if still active.

Objection Matrix

Objection What to Check Response (short) Guardrail
“Too expensive.” Scope parity (int+ext, warranty, rodent bait) “I can match apples‑to‑apples and book now.” Max match $/%. Escalate if beyond.
“Is it safe?” Sensitive household? “APVMA‑registered; safe once dry; we adjust method if needed.” Offer early slot; avoid nurseries/food zones.
“Can’t do weekdays.” Capacity “I’ve got first‑up Sat 8:00 or late Thu 4:30.” Hold back one premium slot/day.
“I’ll think about it.” Set follow‑up time “I’ll call at 4:15 today to compare quotes for you.” Always set a specific callback.

Quick Price Matrix (fill with your figures)

Property Bedrooms Storey Time Typical Price Peak/Complex Add‑ons
House 3 Lowset ~45 min $ $ Extra rodent stations $25 ea
House 4 Lowset ~60 min $ $ —
House 5 Low/High ~75 min $ $ —
Unit/Townhouse 1–3 — ~35–50 min $ $ —

Warranty defaults: 12 months cockroaches/silverfish/spiders; 3 months ants. German roaches, fleas, bed bugs = separate services.

Scripts & Templates — Price‑First Edition

Purpose: Price‑first, customer‑friendly scripts with clear compliance, checklists, and fallbacks. Priority: Quote immediately from property type + size, then capture details, book, and confirm.

Contents

  1. Inbound Quote — Price First (30–90s)
  2. Booking the Job — Info Capture & Confirmation
  3. Quote Follow‑ups 1, 2, 3
  4. Objection Handling — Matrix & Phrases
  5. Complaints & Warranty / Retreatments
  6. Accounts / Collections (Friendly)
  7. Review Ask — Delighted Clients
  8. Safety & Sensitive Households
  9. If ServiceM8 is Slow
  10. Termite Inspection Upsell
  11. QA Call Scorecard
  12. Appendix A — Quick Price Matrix
  13. Appendix B — After‑Care
  14. Appendix C — Must‑Say / Never‑Say

1) Inbound Quote — Price First (30–90s)

Goal: Give a firm price in under 60s from property type & size; then book.

Script

Open “Thanks for calling Pro Pest Control Brisbane, this is [Name]. Is it a house or unit, and how many bedrooms? Single or double‑storey?”
Price Now “For a [3‑bed lowset], your general treatment is $[price]. That includes a 12‑month warranty on cockroaches, silverfish and spiders, 3 months on ants, and a free rodent bait in the roof void. Most jobs take about [time].”
Close “I can do [two slots]. Which suits you?”
Details “Great — any pets or kids we should plan around? Any areas of concern you want us to focus on? Is the roof void accessible?”

Notes

  • Keep language compliant: APVMA‑registered; safe once dry when used as directed.
  • Don’t over‑explain chemistry on first call; save detail for after-care email.
  • Always ask for the booking immediately after price.

Capture

  • Name, mobile, email
  • Pets/kids; access/parking; roof‑void access
  • Current pest hotspots

2) Booking the Job — Info Capture & Confirmation

Script

Slots “I have 9:30 Wed or 1:45 Thu.”
Access “Will someone be home, or should we use a key safe?”
Prep “Please keep benches and floor edges dry after treatment for 24 h, and secure pets while we’re working.”
Confirm “I’ll send a confirmation with your after‑care and warranty now.”

Checklist

  • Address & parking details
  • Pets/kids; roof‑void access
  • Special notes (allergies, newborn, shift‑worker sleep)
  • Payment method on file if required

3) Quote Follow‑ups (1, 2, 3)

Touch Timing Channel Script
Follow‑up #1 Day 1–2 Call “Hi [Name], it’s [Agent] from Pro Pest Control. Did you receive the quote for your [property]? I can hold [two slots] for you.”
Follow‑up #2 Day 5 Email/SMS Subject: Quick hold on a time for you — “We can include the free roof‑void rodent bait. Want me to lock [slot]?”
Follow‑up #3 Day 10 Call “Last quick check — happy to match apples‑to‑apples if you’ve had another price.”

4) Objection Handling — Matrix & Phrases

Objection Probe Phrase Guardrail
Price Scope parity “Happy to match apples‑to‑apples and book now.” Max match $/%. Escalate above.
Safety Sensitive household? “APVMA‑registered; safe once dry. We adapt for newborns/asthma.” Offer first‑up slot; avoid nurseries/food zones.
Timing Availability “I have first‑up [day] or late‑arvo [day]. Which suits?” Hold daily premium slots.
Thinking Set callback “I’ll ring at 4:15 today so you can compare.” Always a specific time.

5) Complaints & Warranty / Retreatments

Decision Path

  1. < 3 weeks post‑treatment — Set expectations (activity may increase 7–14 days). Offer tips; diary check at 4 weeks.
  2. 4–6+ weeks — If still active, book retreatment. Ask for photos (areas, droppings/trails).
  3. Warranty scope — 12 months cockroaches/silverfish/spiders; 3 months ants. Exclusions: German roaches, fleas, bed bugs (separate service).

Empathy Script

Listen “Thanks for letting us know — that sounds frustrating.”
Explain “It can be normal to see movement for a week or two. If it’s still active after week 4, we’ll come back.”
Plan “Let’s book a technician window now. Could you send 2–3 photos so we hit the right spots?”

6) Accounts / Collections (Friendly)

Script

Open “Hi [Name], it’s [Agent] from Pro Pest Control. I’m calling about invoice [#]. Did you get it okay?”
Options “We can take card now, resend the link, or set a short plan if that helps.”
Close “What works best for you today?”

Notes

  • Stay friendly; assume good intent.
  • Record notes in Xero/ServiceM8.
  • Escalate only after 3 contact attempts.

7) Review Ask — Delighted Clients

On‑site (Tech)

Ask “If we earned 5 stars today, a quick Google review really helps. I’ll text you the link now.”

Office (48–72 h)

Follow‑up “Just checking everything’s settled down. If you’re happy, here’s that review link — thank you!”

8) Safety & Sensitive Households

  • Offer earliest‑morning slots; advise to avoid treated rooms until dry.
  • Avoid spraying prams/cots/food prep areas; use baits/monitoring where better.
  • Language: APVMA‑registered; used strictly to label; safe once dry.

9) If ServiceM8 is Slow

Script “I’ll lock your details here and text the confirmation as soon as the system catches up — your price and time are secured.”
  • Capture name/mobile/email in scratch pad or backup form.
  • Create job as soon as SM8 responds; send confirmation & prep link.

10) Termite Inspection Upsell

Script “When was your last termite inspection? We recommend annually in SEQ. I can add an inspection with today’s service or book it next week.”
  • Offer bundle discount if policy allows.
  • Book recurring annual reminder.

11) QA Call Scorecard

# Item Pass
1 Price given within 60s (from property type & size) □
2 Inclusions & warranties explained □
3 Free roof‑void bait mentioned □
4 Asked for the booking (two options) □
5 Discovery: pets/kids, access, hotspots □
6 Termite inspection asked □
7 Objection handled with guardrail □
8 Callback set if not booked □
9 Compliance language used □
10 Complete notes in ServiceM8 □

Appendix A — Quick Price Matrix

Fill with your figures; keep laminated copy near phones. Update seasonally.

Property Bedrooms Storey Time Typical Price Peak/Complex Add‑ons
House 3 Lowset ~45 min $ $ Extra rodent stations $25 ea
House 4 Lowset ~60 min $ $ —
House 5 Low/High ~75 min $ $ —
Unit/Townhouse 1–3 — ~35–50 min $ $ —

Appendix B — After‑Care (Include in Confirmation)

  • Keep treated surfaces dry for 24 h where possible.
  • Do not spray over ant baits; wipe crumbs and store food in sealed containers.
  • Expect increased activity for 7–14 days. If still active at 4–6 weeks, contact us for a retreatment under warranty (scope applies).

Appendix C — Must‑Say / Never‑Say

Must‑Say

  • Price, inclusions, warranty, free rodent bait (1 station)
  • APVMA‑registered; safe once dry; used strictly to label
  • Ask for booking with two time options

Never‑Say

  • “Harmless / non‑toxic / eco‑friendly” (too absolute)
  • Guarantees beyond written warranty

Tip: To print the A4 Call Card only, use your browser’s Print dialog and select “Current page” while viewing the Call Card section, or switch to print preview — the document will automatically hide the long scripts.