Templates

Purpose

Professional, word‑for‑word “customer friendly” scripts and templates for fast quoting, confident booking, objection handling, complaint resolution, warranty retreatments, account collections, and review requests.

Priority

Quote the job in the first 30–60 seconds by confirming property type/size, giving the price immediately. Then move onto to offering times, then completing triage (pest types, pets, prep, safety). If the caller requests something specific early, address it first.

1. Inbound Calls — Fast Quote First (30–60s) & Triage After
2. Quote to Booking — Converting Enquiries
3. Handling Objections — Matrix & Phrases
4. Booking the Job — Info Capture & Confirmation
5. Handling Complaints — De‑escalation & Resolution
6. Retreatments & Callbacks — Warranty Procedure
7. Accounts & Collections — Payment Follow‑up
8. Reviews & Referrals — Ask & Automations
9. Upsell Playbook — Add Termite Inspection & Add‑ons
10. Sample Mock Calls — End‑to‑End Examples
11. Teams Job Template — RPC/Zones/Flex

Inbound Calls — Fast Quote First (30–60s) & Triage After

Call Objective: Confirm property type/size → give price → offer booking times → then gather details (pest, pets, safety) once you’ve secured a provisional time. If the caller opens with a specific pest/service, respond to that first, then return to quote‑first flow.

Opening & Fast Quote Script (30–60 seconds)
Agent: “Good morning, Pro Pest Control Brisbane, you’re speaking with [Name]. How can I help you today?”
Customer: “Hi, just after a quote.”
Agent: “Absolutely, I can help with that. Is it a house or a unit/apartment, and how many bedrooms, please?”
Customer: “House, 3 bedrooms in [Suburb].”
Agent: “Thanks for the details. Our residential service for a 3‑bed house is $220. That includes internal, external and roof treatments, a 12‑month warranty on cockroaches, silverfish and spiders, 6 months on ants, plus a free basic rodent treatment for extra peace of mind. We can do Thursday morning 8–10 or Friday 12–2. Which time works best for you?”

Provisional Booking Bridge (immediately after price)

Agent: “That’s the full service and warranty. I can secure [Option A] or [Option B] for you now so you’re all set — which would you prefer?”

THEN Triage (after time window is chosen) — Keep it friendly, concise, and relevant.

Confirmation Wrap (still on first call)

Agent: “Perfect — you’re booked for [Day, Window]. I’ll email/SMS your confirmation and prep tips (quick vacuum/mop before we come; avoid mopping edges for a week; pets off treated surfaces for about an hour). Is there anything else I can help with today?”

Quote to Booking — Converting Enquiries

Price & Benefit Tie‑in (house)

Agent: “For a [X‑bed house] the service is $[price]. It covers internal, external and roof treatments, a 12‑month warranty on cockroaches, silverfish and spiders, 6 months on ants, plus a free basic rodent treatment. We can book [Option A] or [Option B] — which would you prefer?”

Price & Benefit Tie‑in (unit)

Agent: “For a unit/apartment, we have a special $199 rate with the same full coverage and warranty. Would you like me to secure [Option A] or [Option B] for you?”

Handling Objections — Matrix & Phrases

PACE Method: Pause → Acknowledge → Clarify → Empower with options.

Booking the Job — Info Capture & Confirmation

Booking Close Script

Agent: “Great, I’ll secure [Day, Time Window] for you now. I’ll just grab a few details and send your confirmation with prep tips — it’ll only take a moment “Name”.”

Confirmation Wrap

Agent: “You’re set for [Day, Window]. We’ll send confirmation and prep tips (vacuum/mop before; avoid mopping edges for ~1 week; pets off treated surfaces for 1 hour). We’ll also send a reminder the day before. Thanks again for booking with us.”

Handling Complaints — De‑escalation & Resolution

CARE Framework: Calm tone → Acknowledge → Resolve using warranty facts → Execute next step.

First Response Script
Agent: “Thanks for letting us know — I’m sorry this has been frustrating. I’ll sort it for you. May I confirm your name, address, and the service date so I can arrange the best next step?”

Warranty Positioning

Agent: “You’re within the warranty for [covered pest], so we’ll return to retreat at no charge. Some activity can spike in the first 7–14 days, but if it’s not settling, we act promptly to get it resolved.”

Close & Action
Agent: “Let’s book a warranty revisit. I have [Option A] or [Option B]. I’ll brief the technician with your notes and photos so we can target the right areas.”

Retreatments & Callbacks — Warranty Procedure

Eligibility Quick Rules: 12 months (cockroaches, silverfish, webbing spiders on structures), 6 months (ants internal; external 3–6 months typical), 30 days (fleas & bed bugs, per job notes).

Retreatment Script

Agent: “Thanks for the info and photos — they’re really helpful. You’re covered, so we’ll return at no cost. The tech will focus on [areas] and recheck [roof void/external entries]. Is [Day/Time] okay for you?”

Accounts & Collections — Payment Follow‑up

Best Practice: Clear, polite, specific; provide easy card link; keep tone professional.

Phone Close

Agent: “We can take card securely now over the phone, or I can resend the payment link — which do you prefer?”

Reviews & Referrals — Ask & Automations

When to Ask: Immediately after a successful job or a positive follow‑up call.

Phone Ask

Agent: “If we’ve looked after you today, would you mind leaving a quick Google review? I can text you the link now — it really helps local families find a trusted pest control.”

Upsell Playbook — Add Termite Inspection & Add‑ons

Why upsell:

Most Brisbane homes are at risk of termites. Pairing general pest control with a termite inspection protects the home and increases average job value.

Simple Upsell Close (after booking):

Agent: “Before I let you go — would you like to add a termite inspection so you’re covered inside and out today? It’s $419 total with your pest service.”

Sample Mock Calls — End‑to‑End Examples

Mock 1 — Quote First, Book, Then Triage

Agent: “Pro Pest Control Brisbane, [Name]. How can I help?”
Customer: “Just need a quote.”
Agent: “House or unit, and how many bedrooms?”
Customer: “House, 4 bed, Everton Park.”
Agent: “That’s $240, includes internal/external/roof, 12‑month warranty on roaches, silverfish & spiders, 6‑month on ants, and a free rodent treatment. I can do Thu 8–10 or Fri 12–2 — which suits?”
Customer: “Friday.”
Agent: “Locked in for Fri 12–2. Quick check — any particular pests you’re seeing, pets or allergies, or any DIY sprays used?”
Customer: “[Notes].”
Agent: “Perfect. I’ll text your confirmation and prep tips now. One more thing — most owners add a termite inspection so they’re fully covered. That’s $419 total today. Add it?”

Mock 2 — Price Objection → Bundle Close

Customer: “That’s more than I expected.”
Agent: “I get it. Ours includes roof void and a 12‑month warranty. Most people bundle a termite inspection — $419 total — so you’re covered inside and out. I can hold Fri 10–12 if you like?”
Customer: “Okay, do the bundle.”

Mock 3 — Complaint Within Warranty → Retreatment

Customer: “Still seeing ants inside after 3 weeks.”
Agent: “Sorry about that. You’re within our 6‑month internal ant warranty, so we’ll return at no charge. Could you text a photo so I can brief the tech? I’ve got Wed 8–10 or 2–4.”

Mock 4 — Accounts Collection

Agent: “Hi [Name], it’s [Agent] from Pro Pest Control Brisbane. Friendly follow‑up on Invoice [#] for $[Amount], due [Date]. I can take card now or resend the payment link — what’s easiest?”

Mock 5 — Review Ask

Agent: “Thanks again for today. If we earned it, would you mind a quick Google review? I’ll SMS the link — it helps locals find a reliable pest control.”

Teams Job Template — RPC/Zones/Flex

Use this template when posting jobs to Teams. Replace the placeholders as needed.