Follow-Up Best Practices & Rebuttal Scenarios
Purpose: For Inbound Sales & Follow-Up Teams
This SOP standardizes how, when, and how often to follow up with leads—and provides approved rebuttals to move conversations forward without pressure or false promises.
1. Purpose of This SOP
To ensure follow-ups are:
✔ Timely and respectful
✔ Consistent across agents
✔ Conversion-focused
✔ Trust-building (not spammy)
✔ Properly logged for analytics
Principle: Follow-ups should help, not harass.
2. Follow-Up Timing & Cadence (Mandatory)
Standard Follow-Up Schedule
Attempt | Channel | Timing |
|---|---|---|
1st Follow-Up | Call | Same day (within 6–8 hrs) |
2nd Follow-Up | Call | Next day |
3rd Follow-Up | Call / WhatsApp | Day 3 |
Final Touch | Day 5 |
❌ Do not exceed 4–5 attempts per lead unless customer requests callbacks.
3. Best Practices for Every Follow-Up
Before Calling
Read previous notes
Check last disposition
Verify price & serviceability
Know the objection raised earlier
During the Call
Use customer’s name
Acknowledge previous discussion
Be concise
Ask one clear question
After the Call
Update disposition correctly
Add clear notes
Schedule next action (if any)
4. Follow-Up Opening Script (Universal)
Agent:
“Hi [Name], this is [Your Name] from Cashkr.
I’m just following up regarding the price you checked for your [Device].”
⏸ Pause
“Is now a good time to talk?”
(If no → schedule callback.)
5. Common Rebuttal Scenarios & Approved Responses
Scenario 1: “I’m Still Thinking”
What it means:
Customer is unsure, not rejecting.
Response:
“That’s absolutely fine.
Just wanted to check if you need any help or clarification from my side.”
👉 Disposition: Connected → Customer Will Place Order / Callback
Scenario 2: “Call Me Later” (Repeated)
Response:
“Sure. To respect your time, when would be the best time to call you?”
👉 If vague again → reduce frequency, move to WhatsApp follow-up.
Scenario 3: “Price Is Still Low”
Response:
“Understood. The price is based on the condition selected.
If your device condition is better, the final price after inspection can improve.”
👉 Disposition: Waiting for Quote
Scenario 4: “I’m Comparing With Others”
Response:
“That’s fair.
Just keep in mind—Cashkr does inspection in front of you and payment is instant at pickup.”
👉 Soft reminder, no pressure.
Scenario 5: “I’ll Place It Myself”
Response:
“Perfect 👍
If you need any help, you can always reach out.”
👉 Disposition: Connected → Customer Will Place Order
Scenario 6: Customer Sounds Irritated
Response:
“I’m sorry to bother you. I’ll stop calling.
If you ever need help, Cashkr is here.”
👉 Close politely. Protect brand.
6. WhatsApp Follow-Up (When to Use)
Use WhatsApp when:
Calls go unanswered
Customer asked for details
Final gentle nudge needed
Approved WhatsApp Template
“Hi [Name], this is [Your Name] from Cashkr.
Just checking if you’d like help with selling your [Device].
You’ll get instant payment at pickup.
Reply anytime 👍”
❌ No repeated WhatsApp messages.
7. When to STOP Following Up
Stop follow-ups if:
Customer says not interested
Customer requests no calls
Area not serviceable
Device not supported
4–5 attempts completed with no response
Mark lead properly and move on.
8. Disposition Mapping for Follow-Ups
Outcome | Disposition |
|---|---|
Ready now | Create Order |
Thinking | Customer Will Place Order |
Wants call later | Callback |
Comparing | Waiting for Quote |
No response | Not Connected |
Not interested | Connected + note |
9. Common Mistakes to Avoid
🚫 Repeating same pitch every call
🚫 Ignoring previous notes
🚫 Sounding impatient
🚫 Over-calling
🚫 Wrong disposition
10. Sales KPIs Affected by Follow-Ups
Callback success rate
Follow-up conversion %
Lead aging
Connected %
Order creation rate
11. One-Page Quick Summary (Training Card)
Follow-Up Rule:
Helpful > Pushy
Cadence:
Day 0 → Day 1 → Day 3 → Day 5
Golden Line:
“Do you need any help from my side?”
Goal:
Convert with respect, not pressure.