"Perfect. So here's how this works..."
"Sound good?"
"No worries - when's a better time to call you back?"
Schedule the callback and move on to the next lead.
"When you picture the new bathroom done - what are you most looking forward to?"
"Makes sense. What's stopped you from getting this done before now?"
"Does that help put your mind at ease?"
Give the price and offer a timeframe:
Handle the price pushback:
"Do you have the screen already, or do you need us to supply one?"
"Do you have the vanity already, or do you need us to help with that?"
"Do you have the toilet already, or do you need us to supply one?"
Give the price and offer a timeframe:
Offer install-only as a cheaper option:
"What stopped you going with them?"
"Fair enough. What sort of number were they quoting you?"
Key trust points:
"When are you hoping to get this done by?"
Note their timeline. You can address availability when booking.
"No worries, always good to compare. How many quotes are you trying to get?"
This tells you how serious they are.
Test their readiness:
"What's going on? Tell me what you're dealing with."
Confirm scope, give range, check budget:
Read the full hot lead report before calling. Look at: photos, call notes, email history, timeline, price range, and what we missed.
Intro yourself and check timing:
"No worries - when's a better time to call you back?"
Schedule the callback and move on to the next lead.
Play back what you know, then check:
"Just out of curiosity - has anyone else given you a price on this yet?"
"No worries - let me give you an idea of what you're looking at."
"Okay, so what's stopping you from going ahead with them?"
"What did they quote you? And do you know what was included in that?"
"Yeah fair enough - you've got to be careful. Here's how we do things differently..."
"When were you hoping to get started? Let me see what we've got."
"No worries, that's smart. How many quotes are you trying to get?"
Acknowledge it and contrast our approach:
"What's the main thing holding you back?"
"Anything else you'd want to know before I give you an idea on price?"
Give range and check reaction:
"Fair enough. What sort of number were you hoping to come in at?"
"Is it the price itself, or more about spreading the payments?"
Offer Zip finance:
| Product | Interest Free | Max |
|---|---|---|
| Zip Money | 6 months | $30,000 |
| Zip Money | 12 months | $30,000 |
| Zip Money | 24 months | $30,000 |
| Zip Money | 36 months | $30,000 |
Wrap up and leave the door open:
Add to nurture sequence. Don't waste time chasing.
Test their readiness:
Wrap up warmly:
Add to nurture sequence.
Explain the measure-up:
Explain deposit process:
Give range and offer timing:
| Service call (diagnosis, minor repair) | $210 - $350 |
| Standard repair (tap, toilet, blockage) | $350 - $650 |
| Fixture replacement (toilet, vanity, taps) | $700 - $1,500 |
| Hot water system replacement | $1,500 - $3,500 |
| Major work (burst pipes, gas, multiple) | $3,500 - $7,000 |
Note: If this is bathroom-specific work (reseal, tap/toilet in bathroom), use the Bathroom Reno path for bathroom-specific pricing.
Lock in the booking:
Confirm details:
Offer two time slots:
| Outcome | Action | Timeframe |
|---|---|---|
| Drainage booked | Send invoice + confirmation SMS | Within 5 mins |
| Bathroom booked | Send confirmation SMS + calendar invite | Within 5 mins |
| Plumbing booked | Send confirmation SMS | Within 5 mins |
| Needs revised pricing | Send alternative options via SMS | Within 2 hours |
| Left voicemail | Send follow-up SMS | Immediately |
| Not qualified | Add to nurture sequence | End of day |
| No answer | Try again | Within 4 hours |