Save a Sale / Retention Script

Helping our clients improve their quality of life with a support animal

Hi! This is (name) with US Service Animals. How can I make you a very satisfied customer today?

Listen to customers' concerns, repeat the customer’s concern to make sure you have a complete understanding of their needs. Show empathy if there is a negative response.

So that I can fully assist you, I need to verify some information. What is your full name, and order number and I can get to work on fixing this right away.

If the customer has purchased only a registration, and they state that they want to cancel because the registration is not helping them to be able to live with their animal. Respond with:

Well I have a wonderful solution for you, did you know that we work with a network of licensed mental health professionals that do over-the-phone consultations, to see if you would be approved for a prescription for an emotional support animal? Because you have purchased the registration, I can offer you this consultation for the discounted price of $119.99. That is a $60 discount off of the normal cost. Included in the cost of this is the consultation, the letter from the mental health professional, and our free legal support. That’s right, should your landlord attempt to place any roadblocks in your way, our legal team will help walk you through any of those roadblocks.

If the customer has purchased a consultation, and they haven’t had their consultation yet:

Ask what their original reason for purchasing the consultation was, if they say it was to live with their animal - Remind them that if they are approved, we offer a full money back guarantee that the letter from the mental health professional will work, we provide free legal support - our legal team will help walk them through any roadblocks that may stand in their way, remind them if they had to hire their own attorney, it could run them into the thousands of dollars.

If it is a cost issue, again sell the benefits of the letter. If they still wish to cancel, offer a free registration. If still a no, offer to discount the cost of the letter, starting at a $20 discount, all the way down to $119.99.

If the customer states they were wanting to fly with their animal, and the agent or website led them to believe that they could with an ESA:

Oh no, well I am very sorry for that misunderstanding. However, we do have a wonderful solution. We actually offer an online training program that allows you to train your animal to become a psychiatric service animal (if the animal is a dog). This is recognized as a service animal under the Americans with Disabilities Act. The training is completely online, you do the training at the pace that best fits around your schedule. With a psychiatric service animal, a diagnosis is still required, so what I can do for you is set up the consultation for $119, and give you a special deal on the training program for $249. That is a total savings for you of $110, and the best part about it is, once [ANIMAL NAME] is fully trained, you could take him/her anywhere service animals are allowed. If a customer states that sounds like a great offer but they just can’t afford that, offer our payment plan.

Oh, I am so sorry for the misunderstanding. Under the Fair Housing Act, the additional forms the landlord is asking for are not required. However, we find that if the customer goes ahead and gets these forms filled out, normally the landlord is satisfied and sees that you are taking your ownership of [ANIMAL NAME] seriously. Normally the fee to have the additional forms filled out is $69.95, however because we honor you as a valued customer we can offer it to you today for the cost of $39.95. That is a $30 savings to you, and you get to live peacefully with [ANIMAL NAME], you won’t have to pay a pet deposit, or any additional monthly pet rent. If the customer still is upset and wants to cancel, try to get at least $19.95 for the cost of the forms before waiving the fee altogether.

Oh my goodness, well I am so sorry. Let me read your shipping address just to confirm that we have the address on file correctly. Review the order, is there a tracking number, check the tracking number. Offer a discount on the order, depending on what the customer has ordered (example: just a reg, offer free digitals). If a package, start at a 10% discount, up to a 30% discount. Drop in the shipping channel, and tell Stephanie that you need this to be done 2-3 days shipping, and to please email the customer their tracking number. Let the customer know that you have asked that the product be sent 2-3 day shipping, and they should be receiving an email with their tracking number.

We really appreciate you taking the time to speak with us today. Thank you for using US Service Animals, and we look forward to working with you for any of your future needs. Remember you can contact us by phone at 985-590-5602, by email which is support@usserviceanimals.org, or via online chat. Remember anyone you refer to us, makes you eligible for a $15 Amazon gift card, just make sure they provide us with your name, and order number. Again, thank you for being a valued customer of US Service Animals.