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YBMT Termite Damage Repair · Brisbane · Sales Phone Scripts

Distressed-caller & booking scripts

For whoever answers the phone. Most callers are stressed — they just found termite damage. Your first job is to calm them, your second is to book a free assessment. Lead with calm authority, never fear.

6 modules Distressed inbound Objection handling QBCC 15030821 · licensed 30 years

The one goal

Book a free on-site assessment within 24 hours. Don't diagnose or price over the phone — reassure and book.

Tone

Calm, steady, certain. You've done this hundreds of times. The caller borrows your composure. Never alarm them.

Golden rule

"Take a breath." Acknowledge the worry first, then move them from panic to a clear plan.

01

The opening (calm the caller first)

Inbound
"Good morning, Your Building & Maintenance Team, this is [Your Name]. How can I help?"
They describe finding termite damage — often anxious. Acknowledge the worry, then steady them immediately:
"Okay — first of all, take a breath. I know it feels like an emergency, but termite damage almost never has to be fixed today; it has to be fixed properly, and that's exactly what we do. You've called the right people. Let me ask a few quick questions and I'll walk you through what happens next."
Get their name and use it warmly. Slow your own pace — they'll match it.
02

Qualifying questions

Discover
Gentle, not interrogating. You're building a picture and a booking, not diagnosing on the phone.
  • "Where in the home did you spot it — floor, wall, ceiling, or under the house?"
  • "How did you find it — did something give way, or did a pest inspection flag it?"
  • "Has a pest controller already treated the live termites, or is that still to do?"
  • "Is the home insured, and do you think you might want to claim?"
  • "Is the property occupied right now — you, tenants, anyone vulnerable?"
  • "And what's your suburb? I'll check the soonest we can get someone out to you."
If they mention a pest controller, note it — that's a potential B2B referral partner too.
03

The value pitch (the 5 vectors)

Position
Reassurance, in order of what they fear most. Pick the 2–3 that fit.
"Here's how we'll look after you. We can be on site within 24 hours to assess exactly how far it goes — and that assessment is free."
(If insured:) "The part most people dread is the insurance. The good news: we deal with your insurer for you — we document it the way they need and liaise with the assessor directly. You stay informed; we do the chasing."
"And this is real structural repair, not a cosmetic patch. We're QBCC-licensed to replace joists, bearers and framing — every step documented and engineer-certified, so you finish with proof it was done right."
Land on the outcome: "From where you are now to certified safe, usually within 4 to 6 weeks."
04

Objection handling

Reassure
If they say…You say…
"How much will this cost?""I genuinely can't give you an honest figure until we've seen how far it goes — and guessing would do you a disservice. That's why the on-site assessment is free: you get a clear, itemised plan, and if you're insured we format it for your claim. Let's get that booked."
"Is it an emergency? Should I leave the house?""In almost every case, no — this is damage that's built up over time, not an immediate danger. Take a breath. The right move is a proper assessment, not a panic. We'll tell you straight if anything needs immediate attention."
"Will my insurance even cover it?""It depends on your policy, but you don't have to work that out alone — we deal with insurers every week and we'll document it the way they need. Even if you decide not to claim, the assessment gives you the option and costs nothing."
"Can't a handyman just patch it?""They can patch what you see — but termite damage weakens the structure underneath, the joists and framing. We're QBCC-licensed for structural repair and we certify it, so it's actually safe and it stands up when you sell."
"Are you properly licensed?""Yes — QBCC-licensed for 30 years, licence 15030821, $20M public-liability cover, and statutory home warranty in line with QBCC requirements. One team, fully accountable."
05

The assessment booking close

Convert
Calm and certain. Give them a clear plan and a choice of times.

"Here's the simplest next step, and it puts you back in control: we come out, assess the full extent for free, and you'll have a clear, itemised plan — insurer-ready if you need it — with no obligation."

"I can have someone out to you tomorrow morning or tomorrow afternoon — which works better?"

Confirm: name, address, best number, whether they'll be home. "You're booked for [day/time], [Name]. You'll get a text confirmation, and the assessor will call when they're on the way. You're in good hands — we'll get this sorted."

06

Voicemail & missed-call script

Follow-up
If you reach voicemail returning a web/after-hours enquiry:
"Hi [Name], it's [Your Name] from Your Building & Maintenance Team returning your message about the termite damage. First — take a breath, this is very fixable. I'd like to get a free assessment booked for you within 24 hours. Call me back on [number] whenever suits, or reply to the text I'm sending now. We'll look after you."
Follow with an SMS: "Hi [Name], [Your Name] from YBMT — tried to reach you about the termite damage. It's very fixable and we handle the insurance. Happy to book a free assessment whenever suits. Reply here or call [number]. — YBMT, QBCC 15030821"