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YBMT Renovations · Brisbane · Sales Phone Scripts

Inbound call & booking scripts

For whoever answers the phone. The single job of this call is to book a free 3D scan & 24-hour quote — warmly, with the practical/transformation voice. Read it like a person, not a robot.

6 modules Inbound enquiry Objection handling QBCC 15030821 · licensed 30 years

The one goal

Book the free 3D scan + 24-hour quote. Everything else serves that. Don't quote a price on the phone.

Tone

Calm, warm, unhurried. You're the expert who's done this 127 times — reassure, don't sell.

Golden rule

Ask, then listen. The more they talk, the more they trust. Capture details for the scan booking.

01

The opening (first 15 seconds)

Inbound
"Good morning, Your Building & Maintenance Team, this is [Your Name]. How can I help you today?"
They describe the job. Let them finish — don't interrupt. Then acknowledge and take control gently:
"Thanks for calling — you've come to the right place. We've been renovating Brisbane bathrooms and homes for a long time, so let me ask a few quick questions and I'll tell you exactly how we'd help. Sound good?"
Get their name early and use it. Jot down name, suburb, and what they're renovating.
02

Qualifying questions

Discover
Ask, then listen. Each answer is ammunition for the value pitch and the scan booking.
  • "What's prompting the renovation right now — is it looking tired, not working for the family, or getting it ready to sell?"
  • "Which room are we talking about — bathroom, kitchen, or a bigger project?"
  • "Roughly how old is the home? Is it a heritage Queenslander or something more modern?"
  • "Is it your only bathroom, or do you have a second one you can use during the work?"
  • "Have you got a rough timeframe in mind — are you ready to go, or planning ahead?"
  • "And have you renovated before, or is this your first time?"
Listen for the emotional driver (stress, pride, deadline). You'll mirror it back in the pitch.
03

The value pitch (the 5 vectors)

Position
Don't recite all five. Pick the 2–3 that match what they told you.
"Here's what makes us different. Before we demo a single tile, we do a 3D scan so you can walk through your finished bathroom on screen — change your mind for free before anything's locked in."
"Every job runs through 16 documented steps, so you always know where we're up to. No shortcuts, no surprises — and if we run over the agreed finish date, you get a $100-a-day credit."
(If only bathroom:) "And because it's your only bathroom, we can set you up with a temporary one so the household keeps running."
(If heritage:) "We do a lot of heritage Queenslanders, so we'll protect the character you love while bringing it right up to date."
Always land on: "You see the provisional costs and you choose the fixtures — no hidden markups."
04

Objection handling

Reassure
If they say…You say…
"How much does a bathroom cost?""Great question — and the honest answer is it depends on the room and the fixtures you choose. That's exactly why we do a free 3D scan first: so your quote is fixed and itemised, not a guess. Can I get that booked for you?"
"I'm just getting a few quotes.""Smart — you should. When you compare, ask each builder if they'll put a fixed finish date and a $100-a-day late credit in writing. We do. The scan and quote are free, so it's an easy one to add to your list."
"I'm worried it'll blow out / drag on.""That's the number-one fear, and it's why we built the 16-step process and the late-completion credit. You'll know which step we're on the whole way through. Nothing's hidden."
"I need to talk to my partner.""Of course — this should be a together decision. How about I book the free 3D scan for a time you're both home? There's no obligation, and it's much easier to decide once you've both seen it."
"Are you licensed / insured?""Absolutely — QBCC-licensed for 30 years, licence 15030821, with $20M public-liability cover and statutory home warranty in line with QBCC requirements. One name on every job."
05

The booking close

Convert
Assume the booking. Offer a choice of times, not a yes/no.

"Here's what I'd suggest as the easy next step: we come out, do the free 3D scan, and you'll have a fixed, itemised quote back within 24 hours — no obligation either way."

"I've got Tuesday morning or Thursday afternoon this week — which suits you better?"

Confirm: name, address, best contact number, and which room. "Perfect, [Name] — you're booked for [day/time]. You'll get a text confirmation, and [tech name] will call when they're on the way. Looking forward to it."

06

Voicemail & missed-call script

Follow-up
If you reach voicemail when calling a web lead back:
"Hi [Name], it's [Your Name] from Your Building & Maintenance Team returning your enquiry about your renovation. I'd love to get your free 3D scan and 24-hour quote sorted — give me a call back on [number] whenever suits, or reply to the text I'm sending now. Talk soon."
Follow with an SMS: "Hi [Name], [Your Name] from YBMT here — tried to reach you about your reno. Happy to book your free 3D scan whenever suits. Reply here or call [number]. — YBMT, QBCC 15030821"