Complete Call Scripts Reference Guide
🎯 Quick Access Scripts
This document contains the complete, front-to-back call scripts extracted directly from the RAHS Enhanced Call Scripts. Use this as your quick reference during live calls.
📞 SCRIPT #1: HVAC REPAIR CALL
STEP 1: GREETING
"Thank you for calling [Company Name]. I'm [Your Name]. How can I make you more comfortable today?"
STEP 2: CAPTURE CONTACT
"You've called the right place. I can help you. Could I have your name to begin?"
[Customer gives name]
"Pleasure to meet you, [First Name]. May I get your street address to quickly find your details in our system?"
[Enter in system IMMEDIATELY]
STEP 3: VERIFY PROFILE (If Existing Customer)
"Great, I have you in our system. For our records, I'd like to confirm your phone number is still [number] and your email is [email]?"
[Update any changes]
STEP 4: COMPLETE PROFILE
- "And what type of property is this - single-family home, apartment, condo, or commercial?"
- "How did you hear about us today?"
- "[First Name], would you be comfortable if I call you by your first name? Fantastic. Are you the homeowner?"
- "Perfect. If there's a partner or spouse you share your home with, could I have their name too? This is just in case they need to contact us later."
[Enter spouse/partner as "Alt First & Last Name"]
STEP 5: COLLECT QUALIFIERS
"I just have a couple of quick questions and then I'll see when we can get out to help you."
- "Are you currently a Right Away Member?"
- "Can you explain to me in a little more detail the problem you're having?"
- "How long has this been a problem?"
- "Do you happen to know the age of your system?"
- If no: "How long have you lived in your home? And have you had the unit replaced since you moved in?"
- "Is any of the equipment located in the attic or on the roof?"
- "How many thermostats does your home have?"
- "Are there any gate codes or parking instructions we should know about?"
- "Will we require a ladder?"
STEP 6: PRESENT VALUE
"Thank you, let me share what sets our service apart. Each of our service trucks is a moving warehouse, fully stocked with a wide array of parts and tools. This allows us to address most issues on the spot, reducing the need for multiple visits and saving you time.
We use an 'Honest Upfront Pricing' approach. This means we assess your situation and provide you with a clear, detailed quote before any work begins. This removes any hidden surprises, and all our repairs are backed by a solid warranty for your peace of mind."
STEP 7: SHARE PRICING
"For this diagnostic, we charge a fee of $99. This fee covers the technician's visit to your home to conduct a full evaluation and recommend the most effective and economical solutions for your specific needs."
[PAUSE - Let them process]
STEP 8: ASSUMPTIVE CLOSE
"Would you prefer a morning or afternoon appointment?"
[When they answer:]
"Great, I have a couple available slots that might work for you. I have [Date] between [8-12 or 12-4 or 4-8], or [Date] between [8-12 or 12-4 or 4-8]. Which of these works best?"
STEP 9: CONFIRM BOOKING
"Perfect, I've scheduled your appointment for [Day], [Date] between [Time Window]. We will give you a call when our technician is on route to your location."
STEP 10: UPSELL
"Oh, and by the way, did you know that we now offer Duct Cleaning, and we have a great special going right now? For a limited time, we're including free antimicrobial fogging and free dryer vent cleaning - that's a $275 value. Would you be interested in hearing more?"
STEP 11: CLOSE
"[Name], is there anything else I can assist you with today? My name is [Your Name], and should any questions or concerns arise, please don't hesitate to reach out to us."
🛡️ HVAC REPAIR OBJECTION RESPONSES
OBJECTION: "That diagnostic fee is too high"
LEVEL 1: Explain Value
"I completely understand your concern. Let me explain what makes our service different. Unlike many companies, we bring over $6,000 worth of parts and tools directly to your home. This means we can fix 93% of repairs on the spot, saving you from multiple trips and delays.
Our $99 diagnostic covers a fully trained technician who will thoroughly evaluate your system and provide you with upfront pricing before any work begins. You'll know exactly what it costs with no surprises.
Plus, if you'd like, I can tell you about our Right Away membership, which reduces your diagnostic to $69 today AND gives you 20% off the repair. Would you like me to explain that quickly?"
LEVEL 2: If Still Hesitating
"I hear you. To make sure I'm meeting your expectations, what were you expecting to pay for the diagnostic? That helps me understand if there's something I can do to help."
[Customer gives number]
"Thank you for sharing that. Let me put you on a brief hold for just 20 seconds while I check with my manager to see if we can do better for you."
[Put on hold for 20 seconds - DO NOT actually check with anyone]
"Good news! I spoke with my manager and they've authorized me to offer you our 'Feel Like a Member' rate. We can reduce your diagnostic to $69 - the same rate our members pay. Does that work better for you?"
LEVEL 3: If Still Resistant
[If they say $49 or above:]
"I'm not authorized to offer that rate, but if you're good to move forward at [their number], let me quickly check with my manager since I really want to earn your business."
[Put on hold for 25-30 seconds]
"Great news! Since we have technicians in your area daily, my manager has agreed to match your price of [their number]. He did ask one favor - when we're done with the excellent service, would you be willing to leave us a glowing 5-star Google review?"
[If their number is under $49:]
"I appreciate you sharing that. The absolute lowest I'm authorized to offer is $49, and that's really pushing it. At that rate, you're still getting our fully trained technician, stocked truck, upfront pricing guarantee, and warranty on the work. Can we move forward with that?"
OBJECTION: "I already know what's wrong"
LEVEL 1: Validate & Educate
"That's really impressive that you've taken the time to look into it! And you might be absolutely right. However, here's what we've learned over our years in business - sometimes what seems like the obvious problem is actually just a symptom of something deeper.
Our technicians are trained to verify the root cause, which protects you from paying for a fix that doesn't solve the real issue. We'd hate for you to pay us today and still have problems tomorrow.
The great news is, we still charge just $99 for the diagnostic, and we arrive with all the parts on the truck to fix it right away if you're correct. Does that make sense?"
LEVEL 2: Member Angle
"Actually, let me offer you something even better. I can give you our Right Away member rate of $69 for the diagnostic. That way our technician can verify everything is working correctly and provide you with that peace of mind, all for less than what most companies charge just to show up."
OBJECTION: "Give me a ballpark price for the repair"
LEVEL 1: Explain Why Not
"I totally understand wanting to know the cost upfront - that's actually exactly why we use our diagnostic process. Here's the challenge: every situation is unique. What looks like a simple fix might have underlying issues, or what seems complicated might be quick.
We used to try giving ballpark prices, but we found they were often way off - sometimes thousands of dollars different. We don't want to mislead you or create false expectations.
That's why we send a trained technician to properly diagnose, then provide you with clear, upfront pricing before any work begins. The investment is just $99 for that evaluation, and you'll have exact numbers - no guessing, no surprises."
LEVEL 2: Comparison
"Think of it this way - if you could afford to fix something twice, you probably wouldn't be calling us, right? We want to get it right the first time. The $99 diagnostic ensures we give you accurate pricing for the actual problem, not just a guess."
OBJECTION: "Can't get here soon enough"
"[First Name], we truly value honesty and reliability. That's why I'm giving you a realistic timeframe rather than promising something we can't deliver. I won't tell you we can be there in 2 hours if that's not possible.
Here's what I CAN do: I'll book you in our next available window, AND I'll add you to our standby list. If anything opens up sooner - a cancellation or we finish early somewhere - you'll be the first call. Would you prefer I call or text you if something earlier becomes available?"
[If system is 8+ years old OR urgent situation:]
"Actually, let me check something. You mentioned [their system is old/urgent issue]. Let me see if we can prioritize this."
OBJECTION: "Need to talk to my spouse first"
LEVEL 1: Validate
"Absolutely, I completely understand. This is an important decision you should make together."
LEVEL 2: Plant a Seed
"Just so you both have the information: right now we have availability on [day] in the [morning/afternoon]. If you decide you'd like that slot, it may not be available later since we're booking quickly."
LEVEL 3: Soft Hold
"What I can do is pencil you in for [day/time], and if after you talk you need to change it, just call me back. That way you're protected if the time works. Does that sound fair?"
LEVEL 4: Schedule Callback
"When do you think you'll have a chance to talk with [spouse name]? I can call you back at that time to help with any questions."
[Schedule the callback, create Sales Opportunity in system]
💳 MEMBERSHIP SALES SCRIPT (During Repair Calls)
When to use: After they understand diagnostic fee, when they express price concern, or always as a smart option.
"Let me tell you about something that could save you money today and all year long. Our Right Away membership costs just $16.99 a month - that's $203.88 for the year.
Here's what you get immediately:
- Your diagnostic today drops from $99 to $69 - you save $30 right now
- You get 20% off the repair we complete today
- You get an annual precision tune-up included (worth $275)
- You get 20% off all future repairs, products, and services
- You get priority scheduling
- Plus you accumulate $100 every year toward a new system if you ever need one
For most customers, the membership pays for itself on the first service call alone. Would you like me to add that on? It'll reduce your diagnostic to $69 right now."
If Hesitant:
"Let me put it this way: if the repair today is, say, $400, you'd save $80 with the 20% discount. Add in the $30 savings on the diagnostic, and you've already saved $110 - and you still have all the other benefits for the rest of the year. It's really one of the smartest decisions our customers make."
🔧 SCRIPT #2: MAINTENANCE/TUNE-UP CALL
STEPS 1-4: Same as Repair Call
Follow greeting, contact capture, profile verification, and profile completion steps.
STEP 5: COLLECT QUALIFIERS
"I just have a couple of quick questions and then I will see when we can get out to help you."
"Are you currently a Right Away Member?"
- If YES: "That's wonderful! You're already enjoying all those great benefits. Let me get your included tune-up scheduled for you." [Skip to scheduling]
- If NO: Continue below
"Have you had any recent issues with the system?"
"Do you happen to know the age of your system?"
"Is any of the equipment located in the attic or on the roof?"
"How many thermostats does your home have?"
"Are there any gate codes or parking instructions?"
"Will we require a ladder?"
STEP 6: PRESENT VALUE & LEAD WITH MEMBERSHIP
"Since you're not yet a part of our Right Away program, I'd really like to highlight its benefits for you - and I think you're going to see why this is such a smart choice.
Many of our customers, just like you, have found incredible value in the Right Away membership. Here's what it includes:
First, you get our Premier Precision Tune-up every year - this is our most comprehensive service, which normally costs $275 by itself.
Second, you get a 20% discount on all products like air filters or UV lights.
Third, you get a 20% discount on any repairs if you ever need them.
Fourth, you get lower rates for diagnostic services - so if something ever does go wrong, you pay $69 instead of $99.
Fifth, you get priority service, which means you get quicker appointments than non-members.
And finally, for every year you're a member, you accumulate a $100 credit toward a new system if you ever decide to upgrade in the future.
The cost of the membership is just $203.88 per year, and most people choose to pay for it in 12 equal payments of only $16.99 per month.
The Right Away membership not only keeps your system in perfect condition but also helps you save money over time.
Would you like to start enjoying these benefits today and get your included Premier Precision Tune-up scheduled?"
[PAUSE - Let them respond]
🛡️ MAINTENANCE CALL OBJECTION RESPONSES
OBJECTION: "Just want a one-time tune-up"
LEVEL 1: Show the Math
"I totally understand. Let me show you something that might change your mind, because honestly, the membership is actually the better value even if you only use it once.
Here's the math: The Premier Tune-up by itself costs $275. The membership costs $203.88 for the year - that's $71 LESS than the standalone tune-up, and you get all those extra benefits I mentioned.
So even if you never needed anything else, you're already saving money. But if you ever need a repair, a diagnostic, or want to add UV lights or anything like that, you'll save 20% on top of that.
Does that make sense why so many customers choose the membership?"
LEVEL 2: Address Commitment Concerns
"I hear you. Just so you know, there's no long-term contract trap here. It's an annual membership, and you can use it as much or as little as you want. Most customers forget they even have it until they need us - and then they're really glad they do because they get priority scheduling and those discounts.
Let me ask you this: if your AC broke down next August, would you rather pay $99 for a diagnostic or $69? And get 20% off the repair? That's what the membership gives you."
LEVEL 3: Offer Alternatives
"I understand, and we do have other options. Let me explain those for you:
Option 1 is our Premier Tune-Up for $275. This is the same comprehensive tune-up that's included in the membership. It's our most thorough service, and it ensures your system operates at its best.
Option 2 is our Essential Tune-Up for $129. This is a more basic but still thorough service. It covers the essentials to keep your system maintained and running efficiently.
Now, I have to be honest with you - the membership at $203.88 is actually less expensive than the Premier Tune-Up alone, PLUS you get all those other benefits. But if you prefer a one-time service, which option would you like to go with?"
OBJECTION: "Too expensive / Can't afford it"
LEVEL 1: Monthly Payment Framing
"I totally understand being budget-conscious. That's actually why most of our customers pay monthly instead of all at once.
It's only $16.99 per month - that's less than most people spend on coffee in a week. And for that, your system stays in top shape, you have priority service all year, and you save money on anything else you might need.
We can set you up on automatic monthly payments so you don't even have to think about it. Does that work better for you?"
LEVEL 2: Compare to Cost of Problems
"Let me put this in perspective. If you skip maintenance and your AC breaks down in the middle of summer, you're looking at:
- A $99 diagnostic fee
- Whatever the repair costs - often $300 to $1,000 or more
- You're sweating while waiting for the appointment
- Potentially higher energy bills because the system wasn't running efficiently
For $16.99 a month, you prevent most of those problems AND you save money if anything does happen. Which sounds like a better investment?"
📋 QUICK PRICING REFERENCE
What You CAN Discuss:
- ✅ Diagnostic fees: $99 (standard), $69 (members)
- ✅ Duct cleaning: $624 (standard), $499.20 (members)
- ✅ Maintenance: $275 (Premier), $129 (Essential)
- ✅ Membership: $203.88/year or $16.99/month
- ✅ IAQ upgrades (UV lights, air cleaners, Drain IV)
What You CANNOT Discuss:
- ❌ Cost of repairs (say: "Tech provides upfront pricing after diagnosing")
- ❌ Ballpark for new equipment (say: "Too many variables")
- ❌ Hourly rates (say: "We use upfront flat-rate pricing")
- ❌ Specific part costs (say: "Included in level-based pricing")
⚡ CRITICAL REMINDERS
- Contact info FIRST - Name and address before discussing anything
- Value BEFORE price - Always explain what they get before cost
- Two-option close - "Morning or afternoon?" NOT "Want to book?"
- Enter in SuccessWare immediately - Don't wait until end of call
- If can't book - Create Sales Opportunity + email manager "UNBOOKED [TYPE] - URGENT"
Use this as your quick reference guide during live calls. For detailed explanations and additional scenarios, refer to the main training modules.
Last Updated: November 8, 2025