Prepare Mentally

Get your head in the game!

Overcome any hesitations or negative thoughts. Approach calls with a positive mindset.

If anything, you might make their day with a new deal!

Review Your Notes

Get to know them before getting to know them.

Familiarize yourself with the customer’s history, any notes in Statflo, and any past communication.

Remember, the goal isn’t a sale — it’s to check in with the customer and invite them into the store.

Practice

“If you fail to plan,
you plan to fail!”

Nervous? Terrified? Review this guide and have no fear. The goal is to listen and help your customers, not sell something to them. We’ll keep their business if we keep providing value to them.

Focus. No emails, no multitasking. Sip some water. Take a deep breath. You got this.

CONNECT

Let them know who you are, and what store you’re calling from.

Hey there! This is [Rep Name] calling from the [Company Name] at [Store Location].

INFORM

This step is all about education. Let the customer know why you’re calling — any relevant opportunities, such as upgrade eligibility, special offers, or discounts.

I’m calling to check in with you about how your [Product/Service] is coming along and I also wanted to follow up about the text message we sent you regarding the [Promotion]. As an existing [Company Name] customer, with this offer, you can now [Customer Benefits].

PROCEED

Remember to be specific. In this case, when you invite them into the store, restate the store location.

We’d love to have you come by the store at [Store Location] to look at your options. Otherwise, feel free to reply to the text message or give us a call at [Store Number] if you have any questions. Again, that’s [Store Number]. Thanks and have a great day!

If Yes

If No

If customer is unavailable