[VISITOR STARTS CHAT - THEY HAVE ALREADY ENTERED THEIR NAME, SO PLEASE USE IT]
Responses need to be helpful, not obstructive
Hi [VISITOR FIRST NAME], my name is [OPERATOR FIRST NAME]. Can I help you with anything today?
[VISITOR STATES REQUIREMENT - THEY ARE INTERESTED IN A BUILDING LISTED ON THE WEBSITE]
Thanks for chatting with us. Could I just get your phone number or email initially in case we get disconnected?
[VISITOR GIVES NUMBER]
[DURING OFFICE HOURS 9-5]
Yes I’m sure that’s something we can help you with. If you have the time now, call this number 01837 82442, and there should be someone available to help you. Otherwise, you can make a booking for our team to call you on the link here: https://www.shieldsbuildings.co.uk/book-an-appointment/
[PAUSE 10 SECONDS] UNLESS ALREADY GIVEN
Or, if it is easier for you, please confirm your name, email address, location and a brief description of your enquiry and I will ask one of the team to get back to you as soon as possible.
[OUT OF OFFICE HOURS] UNLESS ALREADY GIVEN
The office is not currently open, but I will pass on your enquiry. Can I please take your phone number and email address and one of the team will be in touch?
[PAUSE 10 SECONDS]
Alternatively, you could also fill out an enquiry form via the following link, one of our team will be in touch as soon as possible: https://www.shieldsbuildings.co.uk/contact/
[PAUSE 10 SECONDS]
In the meantime, may I suggest you have a browse of our brochure? This will give you lots of information about our products, delivery and installation. You can view this here - https://www.shieldsbuildings.co.uk/wp-content/uploads/2025/01/ShieldsBrochureandPriceGuide-Web.pdf
[VISITOR SAYS THANKS/CONFIRMS]
You’re welcome. Thanks for visiting!
[OLD SCRIPT STEPS, DON'T USE!]
[VISITOR STARTS CHAT]
Hi, my name is [OPERATOR FIRST NAME]. Can I help you with anything today?
[1 VISITOR STATES REQUIREMENT - THEY ARE INTERESTED IN A BUILDING]
Thank you very much for your enquiry, [VISITOR FIRST NAME]. I'd be happy to arrange for our sales team to get in touch to discuss your requirements. If I could take your email address and telephone number, someone from the team will be in touch asap.
[NOTE: ASK FOR NAME IF NOT ALREADY PROVIDED VIA PRE-CHAT]
[IF THEY DON’T WANT TO GIVE DETAILS, TRY BOOKING A VISIT]
No problem at all! Would you rather book a visit to our display site in mid Devon?
[IF BOOK VISIT USE DISPLAY SITE BOOKING LINK] - https://www.shieldsbuildings.co.uk/book-an-appointment
[IF BUILDING TYPE NOT STATED]
Thank you for your enquiry, [VISITOR FIRST NAME]! Could you tell me which building you are interested in?
[2 IF THE VISITOR IS INTERESTED IN SOMETHING BESPOKE]
Thank you very much for your enquiry, [VISITOR FIRST NAME ]. I will need to get one of our sales team to confirm if this is something we can help with. If I could take your email address and telephone number, we’ll be in touch asap.
[NOTE: ASK FOR NAME IF NOT ALREADY PROVIDED VIA PRE-CHAT]
[IF THEY DON’T WANT TO GIVE DETAILS, TRY BOOKING A VISIT]
No problem at all! Would you rather book a visit to our display site in mid Devon?
[IF BOOK VISIT USE DISPLAY SITE BOOKING LINK] - https://www.shieldsbuildings.co.uk/book-an-appointment
[VISITOR GIVES NAME & CONTACT DETAILS]
Thanks [VISITOR FIRST NAME]. Could you also tell me where you are located?
[VISITOR CONFIRMS LOCATION]
Thanks for giving me all that information. [USE RESPONSE TIMES BELOW]
[IF MONDAY TO FRIDAY 8:30AM - 5PM]
We’ll be in touch as soon as possible.
[IF MONDAY TO THURSDAY AFTER 5PM]
We’ll be in touch tomorrow.
[IF FRIDAY AFTER 5PM]
We’ll be in touch on Monday.
[NOTE THAT VIEWING APPOINTMENTS CAN BE ON WEEKENDS. THE TIMES ABOVE ARE FOR NORMAL OFFICE HOURS.]
[VISITOR SAYS THANKS/CONFIRMS]
You’re welcome. Thanks for visiting!
[IF THEY DON’T WANT TO BOOK A CALL, TRY OFFERING A VISIT]
No problem at all! Would you rather visit to our display site in mid Devon? You're welcome to visit at any time 7 days a week, but if you'd like someone from the team to be available to discuss your requirements, I can book you in for a specific time.
[IF THEY WANT TO BOOK A SPECIFIC TIME]
Great! What would be the best date and time for your visit?
[VISITOR GIVES DATE/TIME - BOOK IN HERE - https://calendly.com/shieldsbuildings/displayvisit]
[IF THEY DON'T WANT TO VISIT, BUT ARE INTERESTED IN MORE INFORMATION]
OK, no problem. Would you prefer a member of the team to contact you via email to discuss your building requirements further?
[VISITOR SAYS YES- TAKE DETAILS]
Thanks the team will be in touch.
[PAUSE 10 SECONDS]
In the meantime, may I suggest you have a browse of our brochure? This will give you lots of information about our products, delivery and installation. You can view this here - https://www.shieldsbuildings.co.uk/wp-content/uploads/2025/01/ShieldsBrochureandPriceGuide-Web.pdf
[2 IF THE VISITOR DOESN'T WANT TO BOOK A CALL OR VISIT, BUT WANTS MORE INFORMATION]
OK, I will need to get one of our sales team to contact you regarding this. If I could take your email address and telephone number, we’ll be in touch asap.
[VISITOR GIVES CONTACT DETAILS]
Thanks [VISITOR FIRST NAME]. We'll be in touch!
[VISITOR SAYS THANKS/CONFIRMS]
You’re welcome. Thanks for visiting!