Sample script: Turn phone shoppers into clients

Jun 01, 2008

When potential clients call, your goal is to schedule an appointment for their pet at your practice. Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., offers this script:

You: Good Morning. Thank you for calling Seaside Animal Care. This is Gina. How may I help you?

Pet owner: Hi. How much do you charge for vaccinations?

You: I'm happy to give you an estimate. First, I'll need to ask you a few questions. How long have you had your pet?

Pet owner: I adopted Rascal two days ago. He's a shepherd mix.

You: How old do you think Rascal is?

Pet owner: He's about 7 months old.

You: Do you know whether he's visited a veterinarian before?

Pet owner: I don't think he's seen a veterinarian.

You: He'll need a thorough exam to make sure he's healthy. We'll also need to test him for parasites and vaccinate him. Once we're sure he's negative for heartworm, we can start him on a heartworm preventive. That care will cost $98, which includes physical and intestinal parasite exams and two vaccinations. (Schedule the appointment and offer directions to your practice.) If you have any questions before your appointment, my name is Gina. We'll see you at 9 a.m. Monday, June 30, for Rascal's appointment with Dr. Jones.

Pet owner: Thanks. See you then.