GREETING

"Good morning, Australian Waste Management! (Insert Name) speaking. How can I help you today?"

EXISTING CUSTOMER

NEW CUSTOMER

Rep: Thank you for your call, we would be delighted to provide you with the Chemical Purchase once again.

Rep: Thank you for your call today, could I kindly confirm your company details and what I can help you with?

RAPPORT

ADD CUSTOMER DETAILS

Rep: By looking at your account, I can see that you previously ordered…….. is this what you would like to purchase today, or would you like a new purchase?

Rep: I am currently setting you up on our system as we speak, this will ensure the ease of your next chemical purchase.

CHEMICAL QUESTIONS
Click here to view website and more info about chemicals that we offer.

Rep: We currently have information available on our website that can guide you in the right direction for chemical uses and measurements, such as Wikipedia and EHow. Unfortunately, we are not allowed to offer mixing ratios etc due to liability conditions.

CHEMICALS IN STOCK
(After confirming with the customer the type and quantity of the chemical that they would like to order, the availability should be checked with Despatch Team via Skype)

Rep: Upon checking, (provide the outcome of the stock check with the Despatch team and ask if they would like to proceed with the order).

NOTE:If no stocks available and/or we no longer sell the chemical that they are looking for, let them know what is available instead for them to purchase. If they are not interested, ask if there is anything else that we can do for them. End the call.

PAYMENT

Rep: For chemical purchases we do require prepayment or payment upon pick-up. We have several payment options available such as credit card over the phone, direct funds transfer or cheque on money order.

(Note: After we are able to process the payment for the order of the customer, we can proceed with the proper setting of expectation that is in connection with the type of delivery the customer would like to have for their order.)

For Pick-Up of Chemicals

Rep: Thank you for your prompt payment, our warehouse will pick the chemicals and they will be ready for pick up on ________. Our address is on 56 Paraweena Drive, Truganina, VIC, 3029.

For Normal courier Delivery

Rep: Thank you for your prompt payment today. Our driver is next in the ________ area and I have scheduled in for your chemicals to be delivered for you.

For Urgent Delivery

Rep: Do you require an urgent delivery? Our courier can have the chemicals delivered to you rather promptly, for a minimal charge of _____.

For Country/Interstate or Australia Post Delivery

Rep: Thank you for your prompt payment today. I will pass your order straight onto the warehouse to be picked. Due to the location, please allow approximate 2-4 days for the delivery.

END THE CALL

(Note: Always ask if there is anything else that the customer would like to have help with and make sure that they are well assisted.)

Rep: I hope that I have been able to assist you today, is there anything else that I can help you with?

Rep: Thank you so much for calling Australian Waste Management! Have a wonderful day ahead!