Telephone Inquiry Script

The Telephone Inquiry (TI) Script is a list of questions sales staff use when a lead calls the club looking for information, often pricing. Questions are designed to get the lead booked for a tour appointment and into the club. Storing the information in InTouch also allows for easy review of the conversation prior to the lead's appointment.

How it works

The Telephone Inquiry process has two parts. The TI Script itself is actually the second part, but the process is often referred to as a whole.

1. Capturing Lead Information: When the phone rings, staff can quickly select the Telephone Lead option under Quick Links and InTouch prompts whomever is answering the phone to capture the lead's name, lead source, phone number and email (optional). If your front desk typically answers the phone and transfers phone inquiries to sales staff, it's very easy to have the desk enter this section and have the sales staff pick up on Part Two.
   
   
2. Using the TI Script: Each lead's TI Script can be found in their Contact section under the Telephone Inquiry tab. Your best practice InTouch settings will also have the TI Script pop up after clicking Save when adding the lead (part one above).

Best Practice Telephone Inquiry Script

The image on the left shows our best practice questions.

Customizing Questions

Questions can be customized by Client Solutions as part of your Implementation Package. 

Helpful Hints:

1. The TI Script is stored as one piece, not as separate questions. Making changes to any question will replace the whole card including any answers stored on that card. To avoid losing any data later on, changes should be made during your site implementation.
2. The questions on Part One: Capturing Lead Information is standard for all InTouch sites and is not customizable.
3. Don't include questions for Name or Lead Source (how did you hear about us?) as these are already asked prior to your TI Script questions