In the first 30 seconds of the call, the customer has decided to continue listening or hang up. A good script includes: a short introduction, stating the value the customer is interested in, asking open-ended questions, and a clear goal (make an appointment, send documents), not "hello guys from X, do you need Y?". Pay attention to legal regulations and reasonable calling hours when calling out. Zenify recorded an uptime of 99.99% for its cloud platform.
TL;DR
- First 30 seconds: introduction + value + open questions.
- State the benefits to the customer, don't read the "company profile".
- Clear goals: make an appointment, send documents, not "finalize immediately".
- Handle refusals with questions, without trying to persuade.
- Call on time, respect refusal, comply with the law.
Why is the first 30 seconds decisive?
Customer receives a strange call: within a few seconds, he judges "advertisement/junk?"
If you don't see the value quickly → hang up or "busy" it.
Open the song correctly = the customer is curious to continue listening = opportunity to close the appointment.
Wrong sentence: "Hello, I am an employee of company X specializing in providing solutions...", read the profile, does not suggest a need.
Structure of the first 30 seconds
1. Short introduction (5-7 seconds)
"Please excuse me for 1 minute", please excuse me, don't rush in.
State name + company, 1 sentence, not long.
2. State specific values (10 seconds)
Talk about the benefits customers care about, not the features.
"We help the shop reduce customer response time from hours to minutes. Are you having that problem?"
3. Ask open-ended questions (10 seconds)
True/false questions or light questions for guests to answer.
"Which channel are you using to take care of your main customers?", create dialogue, not manipulation.
4. Set call goals
Actual goals: make an appointment, send documents, survey needs.
Don't try to "close the deal" on the first call, causing pressure and losing customers.
Sample call script
Employee: "Hello, please excuse me for 1 minute. I'm [Name] from [Company], we support shops that are busy responding to customers on many channels."
Employee: "Let me ask, do you have time to respond to customers sending messages to Zalo/Facebook?"
(Guest replied)
Employee: "I understand. We have a solution to collect all messages in one place, day and night, so you don't miss customers. Can you send me reference documents via Zalo/email, so I can look at them when I have free time?"
Why does this script run:
Ask permission first, be respectful, reduce hang-ups.
Raise a problem that the customer is having trouble with (not responding promptly).
Ask open-ended questions, guests participate, don't listen.
Light goal: send documents, do not "force the final decision".
Xử lý từ chối thường gặp
Guests say | Reply | Principles
"Busy" | "Yes, can I send you the documents so you can look at them when you have free time?" | Don't try to continue talking
"No need" | "Yes, if you need to send reference documents in the future, please text me." | Wide back road
"Send Zalo" | "Yes, please give me your Zalo number/email." | Small action latch
"I'm driving" | "Yes, I'm sorry. What time can I call you back?" | Set a timer, don't call randomly
Principle: Respect refusal, don't try to "talk it through". Call back on time = good luck, no discomfort.
Legal notes when calling out
Reasonable calling hours: Avoid early morning, noon, late evening, calling during office hours.
Respectfully refuse: customers say no → do not continue to call in bulk.
Don't bother too much: Repeated calls cause complaints (see Campaign calls out).
Have a valid source list: do not buy random number lists, do not call "rejected" numbers.