CALL FLOW

GUIDE

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Call Flow Guide v. 3.6

 Phase 1: Opening Spiel
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Hi (Customer), this is (Your Name) from Homeaglow calling on a recorded line. I noticed you visited one of our
websites or have seen one of our ads. I wanted to call to see how we can help schedule a cleaning for you.

Sales Discovery
 Phase 2: Sales Discovery
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: (Customer Name), it’s important that I make sure we cover all the things that are important for you. I’d like to
ask a few questions to make sure that we are the right match for you.

(Proceed to Sales Discovery Questions or Sales Pitch)

S2: (Customer Name), I want to make sure that we get the best bang for your buck. I’d like to ask a few questions to
make sure we check all the boxes for you.

(Proceed to Sales Discovery Questions or Sales Pitch)

S3: (Customer Name), My goal is to make sure we’re a good fit for you. Would you mind answering a few quick
questions so I can get a better sense of what you’re looking for?

(Proceed to Sales Discovery Questions or Sales Pitch)

Sales Discovery Questions Elevator Pitch

 Phase 3: Elevator Pitch – HAG Intro
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

A little bit more about us, Homeaglow is a cleaning platform that connects you to a network of cleaning
professionals in your local area and gives you access to heavily-discounted rates for your cleaning appointments.

To give you an idea, all the cleaning professionals who get on board the Homeaglow platform all go through strict
criminal and background checking so you get that peace of mind knowing that the person you let in your home
has gone through very strict screening.

Data Gathering
 Phase 4: Data Gathering
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

• How many rooms are we looking to clean?

• How many bedrooms and bathrooms?

• How often are you looking to get your home cleaned?

Proceed to Segue Statement

 Phase 4: Regular Cleaning - Staging
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: Thank you so much for choosing Homeaglow! Just to make sure I understand this better, how do you envision
the regular cleaning as part of your routine?

S2: I can understand how tight schedules can get especially if you’re working and have kids. Many of our
customers choose Homeaglow for the exact same reason.

S3: Thanks for sharing that with me. My (grandma/grandpa/aunt/etc) also struggles with cleaning their own home
and it really helped her a lot when she started getting a cleaning professional.

Sales Pitch
 Phase 5: Sales Pitch
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

DHJ DHJ
$49MF $49MF
Full Price ETF $35/hr. ETF

DHJ DHJ Trial or

$59MF $59MF One-Time Only
$25/hr. ETF $35/hr. ETF Cleaning
 Phase 5: Sales Pitch (I/II) – Cohort 1
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Thank you for sharing all those with me. For a home that size, we typically recommend an initial cleaning for X
hours. Based on national average, the regular price for that would be ($75 x No. of hours).

Now with your FC Membership, you get to enjoy heavily-discounted rates of as low as around $23/hour for your
cleanings. You mentioned earlier that you were looking to have your home cleaned (X-hours, frequency) in a
month. This means you’re only looking at around (estimated total cost for clean per month). How does this
sound for you?

You’re my first customer for today so I want to make sure we get something special for you. How do you like the
sound of having your very first (X-hour) cleaning for only (Voucher Amount)?

Excellent! I can get you one of our promotional vouchers for (Voucher Amount) and that would cover the entire
(X-hours) on your very first cleaning.

Sales Pitch pt. 2

 Phase 5: Sales Pitch (II/II) – Cohort 1
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

By purchasing the voucher, you become a FC member. FC membership is $49/mo. And by being a member,
you get to book unlimited cleanings at roughly $23/hr., or about ($23 x No. Hours) per appointment for all your
future cleanings.

What’s good about the membership is that you can cancel anytime.
If you cancel before the minimum term of 6 paid months, all you need to do is pay the difference between
the full price of your first cleaning minus the voucher purchase amount.

Note: If the customer asks how much: “That should be around $53 x No. Of hours – Voucher Amount”

Final Offer

Book Appointment
 Phase 5: Sales Pitch (I/II) – Cohort 2
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Thank you for sharing all those with me. For a home that size, we typically recommend an initial cleaning for X
hours. Based on national average, the regular price for that would be ($75 x No. of hours).

Now with your FC Membership, you get to enjoy heavily-discounted rates of as low as around $23/hour for your
cleanings. You mentioned earlier that you were looking to have your home cleaned (X-hours, frequency) in a
month. This means you’re only looking at around (estimated total cost for clean per month). How does this
sound for you?

You’re my first customer for today so I want to make sure we get something special for you. How do you like the
sound of having your very first (X-hour) cleaning for only (Voucher Amount)?

Excellent! I can get you one of our promotional vouchers for (Voucher Amount) and that would cover the entire
(X-hours) on your very first cleaning.

Sales Pitch pt. 2

 Phase 5: Sales Pitch (II/II) – Cohort 2
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

By purchasing the voucher, you become a FC member. FC membership is $59/mo. And by being a member,
you get to book unlimited cleanings at roughly $23/hr., or about ($23 x No. Hours) per appointment for all your
future cleanings.

What’s good about the membership is that you can cancel anytime.
If you cancel before the minimum term of 6 paid months, all you need to do is pay ($XXX)

Note: If the customer asks how much: “That would be a flat rate of $25 x total no. of hours of your initial
cleaning”

1st Appointment Cleaning Duration Estimated ETF

2 Hours $50.00
Final Offer
3 Hours $75.00
4 Hours $100.00
6 Hours $150.00 Book Appointment
 Phase 5: Sales Pitch (I/II) – Cohort 3
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Thank you for sharing all those with me. For a home that size, we typically recommend an initial cleaning for X
hours. Based on national average, the regular price for that would be ($75 x No. of hours).

Now with your FC Membership, you get to enjoy heavily-discounted rates of as low as around $23/hour for your
cleanings. You mentioned earlier that you were looking to have your home cleaned (X-hours, frequency) in a
month. This means you’re only looking at around (estimated total cost for clean per month). How does this
sound for you?

You’re my first customer for today so I want to make sure we get something special for you. How do you like the
sound of having your very first (X-hour) cleaning for only (Voucher Amount)?

Excellent! I can get you one of our promotional vouchers for (Voucher Amount) and that would cover the entire
(X-hours) on your very first cleaning.

Sales Pitch pt. 2

 Phase 5: Sales Pitch (II/II) – Cohort 3
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

By purchasing the voucher, you become a FC member. FC membership is $59/mo. And by being a member,
you get to book unlimited cleanings at roughly $23/hr., or about ($23 x No. Hours) per appointment for all your
future cleanings.

What’s good about the membership is that you can cancel anytime.
If you cancel before the minimum term of 6 paid months, all you need to do is pay ($XXX)

Note: If the customer asks how much: “That would be a flat rate of $35 x total no. of hours of your initial
cleaning”

1st Appointment Cleaning Duration Estimated ETF

Final Offer
2 Hours $70.00
3 Hours $105.00
4 Hours $140.00
Book Appointment
6 Hours $210.00
 Phase 5: Sales Pitch (I/II) – Cohort 4
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Thank you for sharing all those with me. For a home that size, we typically recommend an initial cleaning for X
hours. Based on national average, the regular price for that would be ($75 x No. of hours).

Now with your FC Membership, you get to enjoy heavily-discounted rates of as low as around $23/hour for your
cleanings. You mentioned earlier that you were looking to have your home cleaned (X-hours, frequency) in a
month. This means you’re only looking at around (estimated total cost for clean per month). How does this
sound for you?

You’re my first customer for today so I want to make sure we get something special for you. How do you like the
sound of having your very first (X-hour) cleaning for only (Voucher Amount)?

Excellent! I can get you one of our promotional vouchers for (Voucher Amount) and that would cover the entire
(X-hours) on your very first cleaning.

Sales Pitch pt. 2

 Phase 5: Sales Pitch (II/II) – Cohort 4
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

By purchasing the voucher, you become a FC member. FC membership is $49/mo. And by being a member,
you get to book unlimited cleanings at roughly $23/hr., or about ($23 x No. Hours) per appointment for all your
future cleanings.

What’s good about the membership is that you can cancel anytime.
If you cancel before the minimum term of 6 paid months, all you need to do is pay ($XXX)

Note: If the customer asks how much: “That would be a flat rate of $35 x total no. of hours of your initial
cleaning”

1st Appointment Cleaning Duration Estimated ETF

Final Offer
2 Hours $70.00
3 Hours $105.00
4 Hours $140.00
6 Hours $210.00
Book Appointment
 Phase 5: Sales Pitch – Trial or One-Time Only Cleaning (1/3)
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Step 1: Acknowledge
Step 2: Ask Qualifying Question/s

Examples:
• Is the membership not a good fit because of the cost, the length of the commitment, or because you just don’t
feel you need regular cleanings right now?
• Is it more about the cost, the commitment, or just that you don't need regular cleanings right now?
• Do you feel like the membership doesn’t work because of the price, the length, or just because you don’t
need regular cleanings?
• I totally get it - just curious, is it the cost, the commitment, or not needing regular cleanings that’s holding you
back?

Note: These questions encourage customers to share their thoughts and give you valuable insights into
their motivations.

Trial/ One-Time Clean pt. 2

 Phase 5: Sales Pitch – Trial or One-Time Only Cleaning (2/3)
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Step 3: Negotiate

•If trigger is MF = based on corresponding cohort, reduce to $54/$44, even to $49/$39 if necessary

•If trigger is MCT duration = offer to shorten

•If triggers are both MF and MCT duration = offer reducing both

•If C’s response to the question/s does not have anything to do with cost/commitment, proceed to Part 3

If C agrees, proceed to closing

If C declines, proceed to Part 3

Trial/ One-Time Clean pt. 3

 Phase 5: Sales Pitch – Trial or One-Time Only Cleaning (III/III)
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Step 4: Offer Trial Cleaning or One-Time Cleaning

I totally understand that your (move-in/out, event) cleaning is the priority right now, and we’re happy to take care
of that for you.
If the membership isn’t the right fit, no worries at all! We have a couple of other options:

1.One-Time Cleaning: We can schedule a cleaning at our regular price of $X for X hours, or if it’s 3+ hours, I
can offer a special discount, lowering the price to $Y.

2.Trial Cleaning: You can try our service at a discounted rate of $X for 30 days. If you like it, the membership
will continue at $49/$59 per month with discounted cleanings. You can cancel anytime within the 30 days if it’s
not the right fit.

Which option works best for you?

 Phase 6: Booking Appointment
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

So, if that checks out with you, let’s get you one of the vouchers and set-up the cleaning. I just need your card
details. Are we going to use a credit or debit card?

May I ask for your ZIP code?

What date would you like us to come and clean?

(Note: If customer has no exact date yet, you can say one of the ff-)

We can book the appointment as early as (Mention 2 days from today), will that work for you?

We can make a standing appointment for you and then change it later on once you have the exact date on when
you’d like to have the cleaning.

Booking Proper Same Day Booking

 Phase 6: Same-Day Appointment
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Normally we recommend a 2-day window to allow the CPs to take the appointment. (Try to confirm if C will
agree to book 2 days from today). Would (suggest 2 days from today) work for you?

If C agrees: book the cleaning

If C declines, offer an appointment for tomorrow:

Same-day appointments are a special priority option for customers who have worked with cleaners in the
platform before. Cleaners have the option to accept these appointments as repeat bookings. Since this is
your first time with us, it may be a little harder to secure a same-day slot, so we always recommend booking
at least two days in advance to ensure availability.

I’d be happy to try to find a cleaner for tomorrow if that works for you! While we can’t always guarantee
availability on short notice, I’ll do my best to make it happen. To ensure we can accommodate you, it might
be helpful to provide an alternate date that works for you.

Booking Proper
 Phase 7: Booking Proper
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

I am now setting up your appointment. To ensure we cover all the bases, can you tell me your:
- Preferred Appointment Date
- Alternate Appointment Date
- Complete Address
- Full Name
- Customer's Email
- Customer's Phone Number
- Priority List/Focus Area

Just in case you'd like to update this. I'll add a link to your dashboard in the confirmation email I’ll send after this call.

(Note to Agent: Internal use only. Use these links when purchasing the voucher and booking the appointment)
For $59 MF + $25/hr ETF Cohort - https://try.homeaglow.com/deal?lower_etf_higher_fc_charge_v2=variant_59_25
For $59 MF + $35/hr ETF Cohort - https://try.homeaglow.com/deal?lower_etf_higher_fc_charge_v2=variant_59_35
For $49 MF + $35/hr ETF Cohort - https://try.homeaglow.com/deal?lower_etf_higher_fc_charge_v2=variant_49_35
For $49 MF + Original ETF Cohort - http://homeaglow.com/deal?lower_etf_higher_fc_charge=control

Mandatory Verbatim
 Mandatory Verbatim
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

DHJ Voucher DHJ Voucher DHJ Voucher

$59MF $25/hr. ETF $59MF $35/hr. ETF $49MF $35/hr. ETF

DHJ Voucher One-Time Trial Cleaning

$49 MF Full ETF Cleaning (no ETF)
 Mandatory Verbatim - DHJ Voucher Full ETF
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Just to confirm we got everything correctly, I’ll just go over everything that we have discussed. Please answer with a clear yes if you agree.
To start…

Your email is______, phone number is ________, and your address is _____. Are these correct?

Your cleaning request for (date) for (duration) has been booked.
S1: The alternate cleaning date would be ______. Is that correct?
S2: There’s no alternate cleaning date. Is that correct?

We'll notify you when a cleaner claims your request, and their details will be on your dashboard. This cleaning is covered by your (hour) voucher, and your
priority areas are (______________). Note: If extras are included – This appointment will also include the cleaning of your (mention extras). Is that correct?

After your first appointment, your ForeverClean membership will start, and the first membership fee of $49 will be charged, and then monthly after that. With
ForeverClean, your future cleanings will be heavily discounted, with an estimated cost of $23/hour inclusive of a 15% transaction fee. Is this clear?

ForeverClean memberships can be canceled at any time, but cancellations made before (X-paid) months (Minimum Commitment Term) will result in your first
cleaning on (date) being charged at full price less the voucher purchase amount, that's around $XX.XX [($53 x # of hours) - (voucher price)]. Are these terms
clear for you?

System Notes
 Mandatory Verbatim – DHJ $59 MF $25/hr. ETF
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Just to confirm we got everything correctly, I’ll just go over everything that we have discussed. Please answer with a clear yes if you agree.
To start…

Your email is______, phone number is ________, and your address is _____. Are these correct?

Your cleaning request for (date) for (duration) has been booked.
S1: The alternate cleaning date would be ______. Is that correct?
S2: There’s no alternate cleaning date. Is that correct?

We'll notify you when a cleaner claims your request, and their details will be on your dashboard. This cleaning is covered by your (hour) voucher, and
your priority areas are (______________). Note: If extras are included – This appointment will also include the cleaning of your (mention extras). Is that
correct?

After your first appointment, your ForeverClean membership will start, and the first membership fee of $59 will be charged, and then monthly after that.
With ForeverClean, your future cleanings will be heavily discounted, with an estimated cost of $23/hour inclusive of a 15% transaction fee. Is this clear?

ForeverClean memberships can be canceled at any time, but cancellations made before (X-paid) months (Minimum Commitment Term) will result in an
early cancellation fee of $XXX - that is $25 multiplied by the total number of hours of your initial cleaning. Are these terms clear for you?

1st Appointment Cleaning Duration Estimated ETF

2 Hours $50.00
3 Hours $75.00
4 Hours $100.00 System Notes
6 Hours $150.00
 Mandatory Verbatim - DHJ $59 MF $35/hr. ETF
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Just to confirm we got everything correctly, I’ll just go over everything that we have discussed. Please answer with a clear yes if you agree.
To start…

Your email is______, phone number is ________, and your address is _____. Are these correct?

Your cleaning request for (date) for (duration) has been booked.
S1: The alternate cleaning date would be ______. Is that correct?
S2: There’s no alternate cleaning date. Is that correct?

We'll notify you when a cleaner claims your request, and their details will be on your dashboard. This cleaning is covered by your (hour) voucher, and
your priority areas are (______________). Note: If extras are included – This appointment will also include the cleaning of your (mention extras). Is that
correct?

After your first appointment, your ForeverClean membership will start, and the first membership fee of $59 will be charged, and then monthly after that.
With ForeverClean, your future cleanings will be heavily discounted, with an estimated cost of $23/hour inclusive of a 15% transaction fee. Is this clear?

ForeverClean memberships can be canceled at any time, but cancellations made before (X-paid) months (Minimum Commitment Term) will result in an
early cancellation fee of $XXX - that is $35 multiplied by the total number of hours of your initial cleaning. Are these terms clear for you?

1st Appointment Cleaning Duration Estimated ETF

2 Hours $70.00
3 Hours $105.00
4 Hours $140.00 System Notes
6 Hours $210.00
 Mandatory Verbatim - DHJ $49 MF $35/hr. ETF
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Just to confirm we got everything correctly, I’ll just go over everything that we have discussed. Please answer with a clear yes if you agree.
To start…

Your email is______, phone number is ________, and your address is _____. Are these correct?

Your cleaning request for (date) for (duration) has been booked.
S1: The alternate cleaning date would be ______. Is that correct?
S2: There’s no alternate cleaning date. Is that correct?

We'll notify you when a cleaner claims your request, and their details will be on your dashboard. This cleaning is covered by your (hour) voucher, and
your priority areas are (______________). Note: If extras are included – This appointment will also include the cleaning of your (mention extras). Is that
correct?

After your first appointment, your ForeverClean membership will start, and the first membership fee of $49 will be charged, and then monthly after that.
With ForeverClean, your future cleanings will be heavily discounted, with an estimated cost of $23/hour inclusive of a 15% transaction fee. Is this clear?

ForeverClean memberships can be canceled at any time, but cancellations made before (X-paid) months (Minimum Commitment Term) will result in an
early cancellation fee of $XXX - that is $35 multiplied by the total number of hours of your initial cleaning. Are these terms clear for you?

1st Appointment Cleaning Duration Estimated ETF

2 Hours $70.00
3 Hours $105.00
4 Hours $140.00 System Notes
6 Hours $210.00
 Mandatory Verbatim -Trial Cleaning (no ETF)
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Just to confirm we got everything correctly, I’ll just go over everything that we have discussed. Please answer with a clear yes if
you agree. To start….

Your email is ______, phone number is ________, and your address is _____. Are these correct?

Your cleaning request for (date) for (duration) has been booked.
S1: The alternate cleaning date would be ______. Is that correct?
S2: There’s no alternate cleaning date. Is that correct?

We'll notify you when a cleaner claims your request, and their details will be on your dashboard. You mentioned that for this
cleaning, your priority areas are (______________). Note: If extras are included – This appointment will also include the cleaning of
your (mention extras). Is that correct?

This cleaning will be for a total of (X) hours and will be charged upfront at a discounted rate of ($XX.XX). Is this clear?

The membership is $59/49 per month, with future cleanings heavily discounted at around ($XX.XX) inclusive of a 15% transaction
fee. You have 30 days to decide if it’s right for you. After that, the membership will continue automatically. Is that clear?

System Notes
 Mandatory Verbatim – One-Time Cleaning
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Just to confirm we got everything correctly, I’ll just go over everything that we have discussed.
Please answer with a clear yes if you agree. To start….

Your email is ______, phone number is ________, and your address is _____. Are these correct?

Your one-time cleaning request for (date) for (duration) has been booked.
S1: The alternate cleaning date would be ______. Is that correct?
S2: There’s no alternate cleaning date. Is that correct?

We'll notify you when a cleaner claims your request, and their details will be on your dashboard.
This cleaning will entail being charged upfront with a total amount of (XX.XX). This amount should
cover a total of (X- hours) of standard cleaning and in this appointment, you mentioned your priority
areas are ( _______________). Note: If extras are included – This appointment will also include the
cleaning of your (mention extras). Is this correct?

System Notes
 System Notes
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Congrats on closing a sale!

Don’t forget to fill-out the Google Form, note customer’s account in CRM, and send email and/or SMS.

Start New
 Value Statements
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

24/7 Customer Schedule

Support Flexibility

Price and Cost Top Rated

Efficiency Cleaners
 Value Statements - 24/7 Customer Service
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: What really sets Homeaglow apart from other cleaning companies is that we have a dedicated 24/7
Customer Support Team. This means that anytime you need help with your appointments, we’re always with you
to make sure that everything goes smoothly.

S2: Most of our customers enjoy the benefit of knowing that we have a 24/7 Customer Support Team ready to
assist anytime. This means that if something wasn’t to your liking after an appointment, you can let us know and
we’d be happy to make it right for you.
 Value Statements - Price and Cost Efficiency
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: Our FC Membership is designed to give our customers heavily-discounted rates on their subsequent
cleanings. This means that you get to enjoy quality, cost-efficient cleaning that aligns with your budget.

S2: What our members love about their FC Membership is that they get to enjoy rates that are up to 60% lower
than other cleaning companies. This means you get to enjoy better quality cleaning service at a more affordable
cost.
 Value Statements - Schedule Flexibility
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: Our customers love their Account Dashboard. This gives you full control and freedom to manage your
appointments - change the date, the time, even book as many or as few cleanings as it fits into your schedule.

S2: The beauty of your FC Membership is that it comes with your own personal Dashboard. This means that
you can manage your appointments in minutes, making it easier and more seamless for you to plan your
schedule.
 Value Statements - Top-Rated Cleaners
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Hey you know most of our customers appreciate that all of the cleaning professionals who get on board the
platform are thoroughly vetted and have gone through strict criminal and background checking. This gives you
the peace of mind, knowing that the person cleaning your home is someone who is trustworthy, and has the
experience to do job excellently.
 Common Objections and Sample Rebuttals
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Will Not
Already Need to
Not Thinks This Use
Found a Consult
Interested Is A Scam Service
Cleaner Spouse
Often

Does Not
Wants To
Want To Negative Pricing
Pay in
Give Card Review Concerns
Cash
info.

Not At This Thinks

Don’t Want
Time / I’m Competitors Wants To
A
Membership Not Ready Are More Try It First
To Book Affordable
 Objections - Already Found a Cleaner
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: Hey it’s great to hear that you have someone working to clean your home.

C: I just want to make sure you have all the information you need. Correct me if I’m wrong, it looks like it’s
really important that you have your home regularly cleaned. Is this correct?

O: Thanks for sharing those with me. What sets Homeaglow apart (mention HAG’s competitive
advantages), in fact, what our long-term customers truly love about their FC membership is (mention
competitive pricing vs. local market rate).

C: Did my explanation of how our FC membership brings your cost per clean well below industry average
help? Let’s review our terms and lock in your first cleaning!

Simplified ECOC:

It's great that you have someone cleaning your home; I want to ensure you have all the info you need,
especially if regular cleaning is important to you. Homeaglow offers competitive advantages and pricing that our
long-term customers love—let’s review the terms and schedule your first cleaning!
 Objections – Doesn’t Want To Give Card Info.
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: Hey with how much fraud went up last year, I completely understand your hesitation to provide your card details over the
phone.

C: I want to be sure that we don’t leave any stones unturned before we move forward. If I’m hearing this right, you see how
our service can help you and are just concerned about the security of your payment information. Is this correct?

O: Thanks for sharing that with me. One of the reasons why our long-term customers have total confidence in HAG is that
we take your security very seriously and use a double secure socket layer (SSL) encryption to protect your information.

C: If it would make you feel more comfortable, I can assist you on how to process the payment online yourself so you don’t
need to give out any of your card information. How does this sound for you?

Simplified ECOC:

I understand your concerns about sharing card details over the phone. You’re interested in our service but worried about
payment security, correct?

We use double secure socket layer (SSL) encryption for your security, and I can guide you on processing the payment online
if that’s more comfortable for you. How does that sound?
 Objections - Doesn’t Want A Membership
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: I hear you. I know that saying yes to membership is a big decision…

C: My goal is to make sure that our service is the right match for you. Just to make sure I’m getting a clear
picture, (Agreed Upon Value) … does this sound correct?

O: What our members love about the FC Membership is (mention key benefits to highlight value)

C: Just to make sure we’re aligned, was I able to provide more details on how we can help you with (mention
Customer pain points)?
Excellent! Let’s schedule your first cleaning!

Simplified ECOC:

I know joining is a big decision, and I want to make sure our service is right for you.
Our members love the (key benefits) of the FC Membership. Did I clarify how we can meet your needs?
 Objections - Need to Consult Spouse
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: It’s great that you’re making a joint decision. It’s important to make sure that everyone is on board…

C: I wanted to confirm that I’m fully understanding you so please keep me honest, (Agreed Upon Value) …
did I get this correctly?

O: Ok cool! The vouchers we have are limited. And what our FC Members truly love about it is you get to enjoy
your very first cleaning at a heavily-discounted rate, and (mention key benefits of FC) for all your future
cleanings!

C: If it might be of interest, I’ll hold on to one of the vouchers and stay on the line while you talk with your
spouse. Does this work for you?

Simplified ECOC:

It’s great that you’re making a joint decision. Just to confirm, you do need a cleaning for your home, correct?
Our vouchers are limited, and members enjoy discounted first cleanings with (mention key benefits of FC).
Can I hold a voucher while you discuss it with your spouse?
 Objections – Negative Review
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: I completely understand your concerns about the reviews you’ve seen…

C: And I want to make sure we set you up for success. Just so I am getting this correctly, it’s important for you
to have your home cleaned, you’re only concerned about the quality of the cleaning you’d get. Is this correct?

O: Thanks for sharing that with me. One of the things that our FC Members love and which I think truly sets us
apart from other cleaning companies is that (mention one key benefit of FC).

C: Was I able to ease your concern about the quality of cleaning we provide?

Simplified ECOC:

I understand your concerns about the reviews. Just to confirm, you need your home cleaned but are mainly
worried about the cleaning quality, right?

Thanks for sharing! One thing our FC Members love is (mention one key benefit). Did I address your
concerns about our cleaning quality?
 Objections – Not Interested
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: I can understand why you would feel that way…

C: I want to make sure I provide you with all the information you’ll be needing when deciding on a cleaning
service. Correct me if I’m wrong, (Agreed Upon Value) …does this sound accurate?

O: Hey thanks for clarifying that with me. Most of our customers had the same sentiments initially. They quickly
see the value of the service once they had their first cleaning, in fact what they love most is (provide Value
Statement)

C: Now do you see how our service can greatly benefit you and address your concern for (pain point)?

Simplified ECOC:

I understand your feelings and want to provide all the information you need to decide on a cleaning service. Just to
confirm, is it correct that (Agreed Upon Value)?

Thanks for clarifying! Most of our customers felt the same at first but quickly saw the value, especially in (provide FC
benefit).
 Objections – Pricing Concerns
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: I totally get you. I know that cost is an important factor when deciding…

C: And it’s important for me to ensure that we get the best value for your money. If I’m understanding you
correctly, (Agreed Upon Value) …did I get it correctly?

O: Hey I’m glad we’re on the same page. Most of our long-term customers felt the exact same way, and what
they realized after their first cleaning is that (add Value Statement)

C: Did my explanation of how our FC Membership brings your cost per cleaning well below industry average
help? Let’s review our terms and lock in your first cleaning!

Simplified ECOC:

I understand that cost is important, and I want to ensure you get the best value. Is it correct that (Agreed Upon Value)?

I’m happy we’re on the same page. While most long-term customers felt similarly at first, they discovered the value after their
first cleaning especially (add Value Statement); did my explanation about our FC Membership help?
 Objections – Competitor’s Prices
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: Of course. I hear you that cost is an important factor…

C: I want to make sure that we are the right match for you. Correct me if I’m wrong, you find value in our
service and are just not sure that we have the most competitive price. Is this correct?

O: While you might find lower prices with other providers, our service stands out for (mention benefits other
than cost). Our focus is on providing our customers quality cleaning which often leads to long-term value for
our customers.

C: Did my explanation of how our FC membership help bring your cost per clean well below industry average
help? Let’s review our terms and lock in your first cleaning!

Simplified ECOC:

I get that cost matters to you. Just to clarify, you value our service but have concerns about the pricing, right?

While some providers offer lower prices, our service stands out for (mention benefits) and quality that delivers
long-term value; did my explanation about our FC membership clarify the cost per clean?
 Objections – Thinks This is a Scam
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: I totally get you. Usually when the price is really good, it’s also a cause for concern. Can you share what
specific part of our service makes you feel hesitant?

S2: I hear you. In fact, most of our customers who felt the same way you do in the beginning are the one who
had someone working for them in the past. Have you had past experiences with another cleaning company that
have contributed to your concerns?
 Objections – Wants To Pay In Cash
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: I appreciate you sharing your preferred method of payment

C: I want to make sure we go by your rules. Correct me if I’m wrong, you would feel more at ease if you didn’t have to give
your payment card information over the phone. Am I getting this right?

O: I totally understand. In fact, most of our long-term customers initially had the same concerns but quickly see the value on
why we only accept card payments over the phone for convenience and security reasons. If it’s helpful, I can assist you on
how to process the payment online yourself so you don’t need to give out any of your card information.

C: Would you feel more comfortable processing the payment at the comfort of your own home while I have you on the line?
Great! (walk through via website)

Simplified ECOC:

Thanks for sharing your preferred payment method—just to confirm, you'd rather not provide your card information over the
phone, correct?

I understand; many long-term customers had similar concerns but found phone payments secure and convenient—would you
prefer I guide you through the online payment process instead?
 Objections – Will Not Use the Service Often
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: Hey I appreciate your sharing that with me.

C: I want to make sure that you’re getting the most out of your service with us. Correct me if I’m wrong, it’s
important for you to have your home cleaned, you’re just concerned that your might not use it often, is this
correct?

O: What our FC Members truly love about is that FC offers flexibility with (mention the ability to manage
appointments via Dashboard), so you can tailor it to fit your schedule. Additionally, even if you use the service
less often, the membership often provides cost savings and added benefits that can be worthwhile.

C: Was I able to ease your concern about how FC membership fits into your schedule? Let’s set up your
cleaning!

Simplified ECOC:

Thanks for sharing; to confirm, you want your home cleaned but worry about not using it often, correct?
Our FC Members appreciate the Dashboard's flexibility for scheduling, and even occasional use can save costs—did
that address your concerns? Let’s schedule your cleaning!
 Objections - Not At This Time / I’m Not Ready To Book
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

E: Hey I completely get you. I understand life can get busy and sometimes it feels that there are other priorities.

C: I want to be sure I capture what truly matters to you. If I’m understanding this right, you see value in having a
regular cleaning service, you’re just not sure if it’s a great time. Did I get this correctly?

O: Thanks for sharing that with me. One of the things our long-term customers love about their membership is the
flexibility it gives (mention Dashboard and flexibility). In fact, we can make a standing appointment on (future
date) – you can change the date once you decide when to have the cleaning, and rescheduling is free.

C: Does this make you feel more at ease now knowing that you have full control and flexibility when managing your
appointments? What date would you like to have your cleaning?

Simplified ECOC:

I get that life gets busy—just to confirm, you value a regular cleaning service but aren't sure if now is the right time,
correct?

Thanks for sharing! Our long-term customers value the Dashboard's flexibility—let’s set a standing appointment for
(future date), which you can change anytime; does this help with your flexibility concerns?
 Discovery Questions
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Level 1: Uncovering Basic Need For Cleaning Service

Level 2: Encourage Customers To Share Why They Need The Service

Level 3: Uncovering Customer Expectations

Level 4: Anticipating Roadblocks

Level 5: Checking For Readiness

 Discovery – Level 1
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: What prompted you to look for a cleaning service?

S2: What made you decide to look for a cleaning service?

S3: How long have you been considering getting a cleaner for your home?

Proceed to Level 2
 Discovery – Level 2
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: You mentioned you haven’t had your home cleaned in a while, how is this affecting your day-to-day?

S2: You mentioned you are unable to clean your home because of (cite the pain point), how long has it been a
problem for you?

Proceed to Level 3
 Discovery – Level 3
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: What are your expectations when looking for a cleaning service?

S2: What part of a cleaning service do you think you'll be most happy with?

Proceed to Level 4
 Discovery – Level 4
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: What’s the biggest factor for you in deciding whether our cleaning service is a good fit for you?

S2: What factors are most important to you when considering a regular cleaning service like ours?

S3: What’s the key factor for you in determining if our cleaning service suits your needs?

S4: What factors are most important to you when choosing a regular cleaning service like ours?

Proceed to Level 5
 Discovery – Level 5
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: Would you be happy to proceed if we can meet all your requirements for a cleaning service?

S2: Are you open to moving forward if we satisfy all your requirements?

S3: Assuming we check all the boxes for you, would you be happy to move forward?

S4: Would you be ready to proceed if we cam satisfy all that you’re looking for in a cleaning service?

Elevator Pitch
 FAQs
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Are your cleaners bonded and insured?

Can I book an appointment for tomorrow?

How can I get the same cleaner for all of my upcoming cleaning appointments?

My bank flagged the company as a scam and won't approve any future transactions using their bank.

What cleaning tools or supplies will my cleaner bring?

What happens if my cleaner is late or doesn't show up? Who do I contact?

What if I'm not happy with my first cleaning? Will I get a refund?

What is included in the cleaning service?

Will it be a $23/hr cleaner rate for all my future cleaning appointments?

 FAQs – Are your cleaners bonded and insured?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: Every Cleaning Professional on Homeaglow has passed through extensive certification and strict criminal
background check. And while we do not provide insurance, many of the Cleaning Professionals joined
Homeaglow having operated their own cleaning businesses and many choose to carry their own bonding and
insurance.

S2: You would be delighted to know that while the Cleaning professionals who get onboard the Homeaglow
platform are independent contractors, they all go through extensive certification and strict criminal background
checking. This gives you the peace of mind knowing that the person you let in your home is someone who has
gone through strict screening.
 FAQs – Can I book an appointment for tomorrow?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Normally we recommend a 2-day window to allow the CPs to take the appointment.
(Try to confirm if C will agree to book 2 days from today).

If no:
We will do our best to schedule your cleaning for tomorrow. However, please keep in mind that we can’t
guarantee a cleaner will be available on short notice.

To ensure we can accommodate you, it might be helpful to provide an alternate date that works for you.

(Note to agent: Send message to cpcalldown_24hoursfromstarttime_jobs channel in Slack.)

 FAQs – How can I get the same cleaner for all of my upcoming cleaning
appointments?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

I get you! It just makes things a whole lot easier if it’s the same person every time. And you would be happy to
know that you have the option to book the same Cleaning Professional for all your appointments simply by
logging in to your dashboard.

However, please keep in mind that this is still subject to the cleaner’s availability, as they may have other
commitments. We recommend booking in advance to increase the chances of securing your preferred cleaner.
If you have any questions or need assistance with the booking process, feel free to reach out!
 FAQs – My bank flagged the company as a scam and won’t approve any
future transactions using their bank
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

(Ask for another card)

Thank You for bringing this to our attention. I’m sorry to hear that your bank flagged our transaction. We
understand that this can be frustrating, and I want to assure you that I’m here to work with you until this gets
resolved.

If you’re comfortable, you might consider using a different payment card for this transaction. This could help
resolve the issue quickly and ensure we can complete booking your first appointment with us.

(If no other card, offer to call bank)

I’m sorry to hear that your bank flagged our transaction. Sometimes banks use strict security measures to
protect their customers, and this can lead to misunderstandings.

If possible, I can stay with you on the line if you want to contact your bank to clarify the situation. They may
be able to adjust their settings to allow transactions with us to go through.
 FAQs – What cleaning tools or supplies will my cleaner bring?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: You don’t need to provide anything. Cleaners generally bring their own equipment and supplies.
If you’d like your cleaner to use your own products, that’s possible too. Just let them know prior to your
appointment.

S2: You are not required to supply anything. Typically, cleaners bring their own cleaning tools supplies. It’s also
an option if you want your cleaner to use your own supplies, or if there is a particular cleaning product you
prefer them to use during the cleaning. Simply inform them before your scheduled visit.
 FAQs – What happens if my cleaner is late or doesn’t show up? Who do I
contact?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: I can understand why that would be a concern. All the Cleaning Professionals are thoroughly vetted and
have gone through extensive screening. You would be happy to know that in the rare event that they arrive late
or failed to show up to your appointment, we have a 24/7 Customer Support Team to help you. Just let us know
and we’ll be glad to rectify it for you.

S2: I hear you. It would really be concerning if they arrive late or failed to show up to your appointment.
The beauty of booking with Homeaglow is that you get direct contact with your assigned Cleaning Professional
once they claim your request.

You will see their information on your dashboard, including their phone number, in case you’d like to contact
them before the cleaning. Alternatively, the cleaner may also contact you before your scheduled cleaning date
 FAQs – What if I’m not happy with my first cleaning? Will I get a refund?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: That makes perfect sense. Here at Homeaglow, your satisfaction is our top priority. This means that after
your cleaning appointment, and you feel that your expectations were not met or something isn't to your liking,
please let us know and we have all the checks and balances to help rectify that for you.

S2: Hey, I get you! Most of our long-term customers had the same concerns initially. All of the Cleaning
Professionals who get on board the Homeaglow platform have gone through extensive certification and go
through regular reviews based on customer feedback and ratings. This means you get only the top-rated
professionals to clean your home. Now if after the appointment you feel that your expectations were not met or
something isn't to your liking, please let us know and we'll be happy to take care of it for you.
 FAQs – What is included in the cleaning service?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: Here at Homeaglow, we want to make sure that no corners are left untouched. A standard cleaning with
Homeaglow includes wiping down and sanitizing surfaces, vacuuming and mopping floors, cleaning and
sanitizing sinks, showers, and bathtubs, tidying, and removing garbage.

S2: We take care of everything from top to bottom! Vacuuming, mopping, dusting, wiping of surfaces,
bathrooms, kitchen sinks, we even take out the trash for you! We want to make sure that everything is sparkly
clean, and that no corners are left untouched after the appointment.
 FAQs – Will it be a $23/hr cleaner rate for all my future cleaning
appointments?
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

S1: What most of our members love about FC is that their subsequent cleanings cost as low as $23/hour, a
savings of up to 50%compared to local average rate when enrolled in the ForeverClean membership.

S2: The majority of our members love FC because, when enrolled in the ForeverClean membership, their
subsequent cleanings are as little as $23/hour, saving them up to 50% over the average charge in the area.
 Sidebar Menu
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Landing Page

About This Guide

Suggestions

Process Updates
Landing Page
Value
Phase 1 Opening Spiel
Statements

Data Common
Phase 2
Gathering Objections
Discovery
Phase 3 Elevator Pitch Questions

Phase 4 Discovery Verbatim

Sales
Phase 5 FAQs
Pitch

Phase 6 Booking

Booking
Phase 7
Proper
 About This Guide
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

The Call Flow guide is a useful resource,

but it’s meant to be a guide, not a script.
You can use your own words to enhance
the customer experience, but ensure you
accurately represent the context of the
sample text. Any text highlighted in red
must be read verbatim.

Consider the guide a roadmap for

navigating conversations, but always be
prepared to adjust your approach based on
the unique needs and personality of each
customer. Stay flexible, listen attentively,
and trust your instincts to customize the
interaction, fostering a positive and
successful experience.

See Flowchart
 FC Sales Flowchart Booking
Opening Sales Introduction to Data Sales Book Proper
Spiel Discovery Homealow Gathering Pitch Appointment

Start FAQs
FAQs FAQs FAQs FAQs FAQs FAQs

Opening Concerns Concerns HAG Concerns Data Concerns Sales Concerns Concerns Booking
Discovery Booking Verbatim
Spiel resolved resolved Intro. resolved Gathering resolved Pitch resolved resolved Proper
Y Y Y Y Y

System
N N N N N N
Notes
FAQs

Common Common Common Common Common Common

Objections Objections Objections Objections Objections Objections
and Sample and Sample and Sample and Sample and Sample and Sample
Rebuttal Rebuttal Rebuttal Rebuttal Rebuttal Rebuttal

Y
End

Discovery
Questions

Return Home
Help Us Improve!
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
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Hey there!

We're always looking for ways to improve our guide

and make it even more helpful.

If you come across a recurring issue that isn't

covered in the guide, or have any suggestions for
making things better, please let us know!
We're all ears!

(Contact Info Here)

See Version Highlights

Help Us Improve!
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

V.2.0
- Improved Header to make all sections easily accessible on each page for a freer flowing navigation
- Added simplified E.C.O.C statements in Common Objections
- Added more sample responses across multiple sections
- Added roll-over text when hovering over buttons
- Remodeled the user interface to improve readability, highlight call to action buttons, and better use of blank space
- Added an About This Guide page for instructions on how to best use this guide
- Added a Help Us improve page to catch other recurring customer concerns and improve agent user experience
- Home button is replaced with a Burger icon and repurposed as a sidebar menu

V.1.6
- Added more items in Common Objections
- Revised response for Wants To Try It First into a comprehensive walkthrough
V.1.5
- Included FAQs section
- Improved visibility of Home button
V.1.4
- Minor spelling and grammar checks
V.1.3
- Added a Final Offer option for Sales Pitch
- Added a quick price reference table for DHJ Voucher with ETF
V.1.2
- Responses are in E.C.O.C. format
- Selection tiles are now in alphabetical order for easier navigation
- Improved description for Common Objections selection tiles
V1.1
- Call Flow guide launch

Return Home See More

Help Us Improve!
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

V.2.7
- Revised call flow: moved discovery questions to Phase 2, elevator pitch to Phase 3, and data gathering to Phase 4 for
better alignment with customer needs, ensuring agents first address pain points before presenting services

Return Home
 Updates
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Process Premium
DNC Requests
Update Upsell

Creating
Handling
Manual
Customer
Charges for
Service
Trials and One-
Concerns
Time Cleaning
 Updates - Process Update
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

To prevent penalties for non-Booking Proper, we are implementing the following new process:

• All Agents must leave notes in Hubspot after every interaction

• When handling a ticket/lead, all agents are required to read the last three (3) notes.

See Other Updates

 Updates- Creating Manual Charges for Trials and One-Time Cleaning
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

When creating a manual charge for trial and one-time cleaning appointment, agents must use the standard reason on
CRM/Agent Facing Descriptor. Please see below:

•For Trial Cleaning: Trial_Cleaning

•For One-time Cleaning: One_time_cleaning

Why is it important to standardize the CRM/Agent Facing Descriptor?

Standardizing the CRM/Agent Facing Descriptor will help our engineering team generate accurate reports. Having multiple
reasons leads to inconsistencies, which disrupts the reporting system for our department.

FAQ:
Question:
• What if the manual charge is an adjustment because the customer changes their mind about the hours of the
cleaning appointment?
Answer:
• There’s no need to specify whether the manual charge is for an adjustment. The important thing for our
engineering team to know is whether the manual charge is for a one-time cleaning or a trial cleaning.

See Other Updates

 Updates - DNC Requests
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

Please be reminded that if you receive a customer request of the following nature, you should tag the lead as "CLOSED - DO NOT CALL
AGAIN" in HubSpot:

•"Please do not contact me again."

•"I want to opt-out of future communications."
•"I am on the Do Not Call list."
•"Remove me from your mailing or calling list."
•"I no longer wish to receive updates or promotions."
•"Do not message/call me anymore."
•"I have changed my mind; please stop contacting me."
•"I do not consent to receive marketing messages/calls."
•"Please respect my privacy and do not reach out."
•"I want to be taken off your list."
•“STOP”

Failure to comply with our DNC policy constitutes a violation of our Level 3 Zero Tolerance Policy and will result in the following penalties:
•1st Instance: Final Warning (NTE)
•2nd Instance: Suspension (5 days)
•3rd Instance: Subject to Termination

See Other Updates

 Updates - Handling Customer Service Concerns
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

PROCESS CHANGE
Here’s what to do when you receive an inbound call from an existing customers (e.g. customer concerns with after sales about refund/job issues):
•For Inbound Calls:
• Aircall:
• Step 1: Suggested Script: Hi Mr. Customer, you’ve reached the sales department. Unfortunately, we don’t have access to customer accounts, so
I’m unable to assist with your concern. I’ll transfer you to our customer service team, and an agent will help you. If there’s a long wait, you can leave
a message with your concern and phone number, and a representative will get back to you within 24 to 72 hours.
• Step 2: Transfer the call to Aftersales and Acct Mgt

• Hubspot
• Ticket Disposition
• Status: Closed as Do not call again
• Sub -status:
• Do not call again because this is already an existing customer
IMPORTANT NOTE:
•This file is no longer active, and agents are not allowed to log tickets here: CS Concerns from FC Sales.
•Do not make any promises to the customer regarding the approval of their refund and/or cancellation requests or that a customer service representative will
assist them shortly.
• Why?
• Refund and cancellation requests are not guaranteed to be processed immediately. We have a retention process in place, where our aftersales
department may offer options to retain customers before proceeding with such requests.
• Our aftersales team is not available 24-hrs a day, 7 days a week. To set proper expectations and avoid further aggravating the customer, inform
them that a representative will get back to them within 24 to 72 hours if the wait time is long.

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 Updates - Premium Upsell
Opening Elevator Data Booking Value Common Discovery
Discovery Sales Pitch Booking Verbatim FAQs
Spiel Pitch Gathering Proper Statements Objections Questions

We recently launched an experiment where eligible new customers will be prompted to select their preferred
“Level of Experience Cleaners” during booking.

Depending on the customer premium_redemption_upsell cohort, they will either see a $10 or $20 pricing
for the Premium option.

As an FC Sales agent, what’s in it for me?

We are NOT required to offer the 'Premium Upsell.' However, due to this change, we must be very careful
when processing trials or one-time cleaning appointments.

•If the Level of experience field is grayed out, do not select anything. If you’ve accidentally clicked an
option, make sure that this field is set to Standard.
•On the 2nd step of the booking flow, make sure that the Cleaning prices section is set to Regular Price.

See Other Updates