Members Area - Appliance Repair Marketing - Book the Appointments 1. How to Make an Appointment - Washer Repair Exact Telephone Blueprint to Use; ABC Appliance Greeting: Hello this is ABC Appliance, How Can I Help You? Customer: Hi, I am having a problem with my washing machine. ABC Appliance: Yes Ma'am, What type of trouble are you having with your washing machine? Customer: The washer is leaking water at the bottom ABC Appliance: Yes Ma'am, we can help you with that. I need to ask a couple questions to better find out how we can help you. Customer: Ok, that's fine. ABC Appliance: Do know what type of washer it is or the brand of the washing machine? Customer: I think it is a Kenmore. ABC Appliance: Is it a Top Load or a Front Load Washer? Customer: It is a Top Load Washer. ABC Appliance: About how old is the washer? Is it less than 5 years old or more? Customer: It is about 10 years old. ABC Appliance: Oh I see you have one of the good older washing machines. Customer: Yes, I don't like the those new Front Load washers. ABC Appliance: Yes Ma'am, is this the first time you have had trouble with it? Customer: Yes, it been a good washer. ABC Appliance: Yes, the older ones are better than the newer ones. That is what most of my customers tell me. I prefer the older ones my self. Customer: Yes, I agree. ABC Appliance: Yes Ma'am, we can schedule you... *************************************************************************************************************************************** 2. How to Make an Appointment - Refrigerator ABC Appliance Greeting: Hello this is ABC Appliance, How Can I Help You? Customer: Hi, My refrigerator is not working and I am losing my food. ABC Appliance: Yes Sir, Do you know what type of refrigerator you have? Customer: Yes, Kenmore ABC Appliance: Yes, Sir, is it a side-by-side, freezer at the top or bottom? Customer: Side-by-Side 2 door. ABC Appliance: Ok, how long has it not been cooling & freezing? Customer: We just noticed it yesterday, when we saw that the ice cream in the freezer was too soft. ABC Appliance: Ok, I understand. We consider refrigerators a priority, because you are losing food. Customer: Great! Can you get someone out today? ABC Appliance: Yes Sir, we should be able to get someone out today. Let me explain how ABC Appliance works. Customer: Ok. ABC Appliance: We have a $65 Service Free to come out and diagnose the refrigerator. We will let you know what it will cost to repair it (flat rate), which includes parts and labor. If you get repaired the $65 is waived (or goes towards the repair cost). Is that ok with you? Customer: Yes, that's fine. ABC Appliance: Ok, we can schedule and appointment for this morning or this afternoon at the earliest? Which one is best for you? Customer: This morning. What is the earliest appointment you have? ABC Appliance: We can schedule be 8 to 11 and we will call you 20 to 30 minutes when we are enroute. Customer: Ok, that will work. ABC Appliance: Yes Sir, let me get some information to place you on the schedule for 8 to 11 this morning (always repeat the time and date). ************************************************************************************************************************************************************** 3. How to Make an Appointment - Dryer ABC Appliance Greeting: Hello this is ABC Appliance, How Can I Help You? Customer: Hi, my dryer is not heating like it should, it's probably the heating element. How much do charge to repair it? ABC Appliance: Yes Ma'am, I need to ask a few questions to be able to help you. Customer: Ok. ABC Appliance: What type of dryer is it? Customer: Whirlpool. ABC Appliance: Is it an Electric or Gas Dryer? Customer: It is an Electric Dryer. ABC Appliance: And you are saying the dryer is running, but not heating? Customer: Yes, it does run, but not heating at all. ABC Appliance: Do you know when you noticed that is was not heating? Customer: Yes, I put a load of clothes in this morning and when it stopped and I went to remove them they were still wet. ABC Appliance: Yes Ma'am, we can help you with that. It is next to impossible to diagnose it over the phone. However, we have a $65 Service Fee to come out and let you know what it will cost to repair the dryer. If you get repaired we will waive the $65 Service Fee. Is that ok with you. Customer: So it cost $65 to have you look at it and tell me what it will cost to repair it? ABC Appliance: Yes Ma'am. Customer: Can you give me an idea or a ball park of what it will cost to repair it? I know you guys have been in business a while and have at least some of idea of what it will cost. ABC Appliance: Yes Ma'am, everyone always believes when a dryer is not heating that it is the heating element. Which is true most of the time, but not always. If I had to guess and give you a ball park. I would say, $95 to $145 (always low ball to high ball). Do you want to schedule the appointment today or tomorrow? Note: If they are just checking prices, get them to schedule an appointment or move on to the next customer. Customer: Ok, well let me check with my husband or let me think about it and I will call you back. NOTE: Again, most likely what I call a "tire kicker". She is really just checking with different companies on prices. You ******************************************************************************************************************************************************************************* 4. How to Make an Appointment - Dishwasher ABC Appliance Greeting: Hello this is ABC Appliance, How Can I Help You? Customer: Hi, my dishwasher is leaking water on the floor. ABC Appliance: Yes Sir, I understand that your dishwasher is leaking water. Is that correct? Customer: Yes, it is leaking water. ABC Appliance: Yes Sir, let me get a little bit of information. Do you know what type of dishwasher that you have? Customer: Yes, it is a Maytag? ABC Appliance: Yes Sir, do you know about how old it is? more than 5 years old or less? Customer: I think it is about 5 or 6 years old. ABC Appliance: Have you ever had any trouble with it before? Customer: No, this is the first time. ABC Appliance: That is actually pretty good with the way they are making appliances today. We normally have to do some type of repair on all appliances within 2 to 4 years. Customer: I know, they definitely are not making them like they use to. My parents and appliances for 20 to 30 years or more and they were handed down to us. ABC Appliance: Yes Sir, I tell all of my customers, if you have an older reliable appliance. Hold on to it because you won't get that kind of service out of the new ones. Customer: You are correct there. ABC Appliance: How long has the Maytag dishwasher been leaking? Does it leak sporadically or all the time? Customer: My wife and I just noticed it the last couple of days. It looks like it's leaking all the time we have put some towels down and they are soaked. ABC Appliance: I see, well we can help you now with that. Are you near the dishwasher now? If so, just look under the sink and follow the tube or line from the dishwasher to the the sink and turn the know to the right until it is completely off. That will stop it from leaking until we get there (notice I said, until we get there "always be selling"). Customer: Oh, I didn't know I could do that. Thank You So Much! Note: Just by helping the customer with this simple short fix, this will increase your chances of booking this appointment about 95%. ABC Appliance: Yes Sir, this will stop any further leaking. Also, if you need to use it before you get it repaired, you can. Customer: I am glad you let me know that, my wife will be extremely happy. ABC Appliance: Yes Sir, looking at the schedule we can get to you today or tomorrow. Which one is best for you? Customer: I have to work, tomorrow is fine. ABC Appliance: Do you want morning or afternoon? Customer: Morning is best for me. What time do you have available? ABC Appliance: We can schedule 8 to 11 or 10 to 1? Which one do you prefer? Customer: Give me the 8 to 11. Do you guys call first? ABC Appliance: Yes, we always give you a 20 to 30 minutes advanced notice that we are en route. Is this the best number to contact you or do you have another one? Customer: No, let me give you my cell phone. ABC Appliance: Yes Sir, I am ready.