Full Calling Script (First Call, Callback, Follow-Up)
Purpose: For Inbound Sales & Follow-Up Teams
This script is designed for high intent buyback leads (Cashkr users who checked price but didn’t complete order).
Tone: Polite, confident, helpful, non-pushy.
1. FIRST CALL SCRIPT (New Lead / Not Called)
Objective
Confirm intent
Remove confusion
Push towards Create Order or Callback
Opening (First 10 seconds – VERY IMPORTANT)
Agent:
“Hi, am I speaking with [Customer Name]?
This is [Your Name] calling from Cashkr.
You recently checked the price for your [Device Name] on our app/website.”
⏸ Pause & wait for response
If Customer Says “Yes”
Agent:
“Great 👍 I’m calling just to see if you need any help completing the pickup for your device.”
Discovery Question (Always Ask)
Agent:
“May I know what stopped you from completing the order?”
Based on Customer Response → Use Correct Path
A. Customer Is Ready / Interested
Customer: “Yes, I want to sell.”
Agent:
“Perfect. I can help you book the pickup right now.
It will take just 2–3 minutes.”
👉 Action:
Move to Create Order
Assist via Admin Panel or guide self-checkout
B. Price Concern / Comparison
Customer: “I’m checking other platforms.”
Agent:
“That’s completely fine.
Just to let you know—Cashkr gives instant UPI/bank payment at pickup, and our pricing is transparent with no hidden charges.”
“If you already have a better quote, you can tell me—I’ll try to match it.”
👉 Disposition:
Connected → Waiting for Quote
C. Trust / Safety Concern
Customer: “Is it safe?”
Agent:
“Yes, absolutely.
Our pickup partners are verified, inspection happens in front of you, and payment is done instantly before the pickup is closed.”
D. Customer Busy
Customer: “Call me later.”
Agent:
“Sure. What would be a good time to call you back?”
👉 VERY IMPORTANT:
Repeat the time clearly
Add note
👉 Disposition:
Connected → Callback
E. Customer Not Interested
Customer: “Not interested.”
Agent:
“No worries at all.
If you ever want to sell later, Cashkr will be happy to help 😊”
👉 Disposition:
Connected → Note reason clearly
2. CALLBACK SCRIPT (Scheduled Call)
Objective
Respect timing
Resume conversation
Convert
Opening
Agent:
“Hi [Customer Name], this is [Your Name] from Cashkr.
I’m calling you back as discussed regarding your [Device Name].”
Resume Context
Agent:
“Last time, you wanted to [reason noted: check price / talk to family / get free].
Shall we proceed now?”
If Customer Says YES
Agent:
“Great. I’ll help you place the order right away.”
👉 Create Order
If Customer Still Unsure
Agent:
“No problem.
Just remember—prices may change based on condition, but pickup and payment are always instant.”
👉 Either:
Schedule final callback
Or mark Waiting for Quote
Rule for Callbacks
❌ Never miss callback
❌ Never rush
✔ Be polite and patient
3. FOLLOW-UP SCRIPT (2nd / 3rd Attempt)
Objective
Gentle nudge
No pressure
Keep brand positive
Opening
Agent:
“Hi [Customer Name], this is [Your Name] from Cashkr.
I’m just following up regarding the price you checked for your [Device Name].”
Soft Nudge Line
Agent:
“Just wanted to check if you’d like to go ahead with the pickup, or if you need any help from our side.”
If Customer Delays Again
Agent:
“No worries at all.
You can place the order anytime from the app whenever you’re ready.”
👉 Disposition:
Connected → Customer Will Place Order / Waiting for Quote
4. HIGH-END DEVICE SCRIPT (iPhone / MacBook / Premium)
Extra Confidence + Value
Agent:
“You’re getting one of the best prices for this model right now.
We also have priority pickup for high-value devices.”
“Would you like me to book the pickup today itself?”
👉 Priority handling
5. NOT CONNECTED SCRIPT (Voicemail / Notes)
If call not answered:
Internal Note Example:
“No answer – 1st attempt at 2:15 PM”
“Switched off – will retry at 7 PM”
👉 Try minimum 3 attempts at different times.
6. IMPORTANT DOs & DON’Ts
✅ DO
Speak slowly & clearly
Use customer’s name
Add notes after every call
Be honest about pricing
Be respectful of time
❌ DON’T
Force the sale
Overpromise price
Argue with customer
Skip disposition
Miss callbacks
7. Disposition Mapping (Quick Reference)
Situation | Disposition |
|---|---|
Ready now | Create Order |
Call later | Connected → Callback |
Comparing | Connected → Waiting for Quote |
Will self-book | Connected → Customer Will Place Order |
Not reachable | Not Connected |
8. One-Page Training Card (Summary)
First Call:
Introduce → Understand → Convert or Schedule
Callback:
Respect timing → Resume → Convert
Follow-Up:
Gentle reminder → No pressure
Goal:
Help, not push. Convert with trust.