Follow-up call script
Prepare for the call:
Make sure you have reviewed the weekly deployment report and use this as guidance to understand where your customer is in their deployment journey.
Open the call:
“Good morning/afternoon. My name is [insert name], and I’m calling from [insert reseller] regarding your recent Adobe [insert product name] purchase. May I please speak with [insert customer’s name]?”
If... |
Then... |
|---|---|
| You reach the customer’s voicemail | Proceed with Voicemail script below |
| A gatekeeper answers the call | Proceed with Gatekeeper Navigation script below |
| The customer answers the call | Proceed with Deployment follow-up script below |
Voicemail script:
Leave the following voicemail message: “My name is [insert name], and I’m calling from [insert reseller] regarding your recent Adobe [insert product name]
purchase. I will try to reach you again tomorrow. If you need assistance, please call me at [insert number].”
Gatekeeper Navigation script:
You: “Hello. May I please speak with [insert customer’s name]?”
Gatekeeper: May I ask who is calling?
You: “My name is [insert name], and I’m calling from [insert reseller] regarding [insert customer’s name] recent Adobe [insert product name]
purchase. I wanted to follow up and see if [insert customer’s name] still had concerns regarding [insert one concern from previous call].”
Gatekeeper: Just one moment.
You: “Thank you.”
Deployment follow-up script:
You: “Hello. Thank you again for your recent Adobe [insert product name]
purchase. I wanted to take a moment to follow up on our last call. When we last spoke, you expressed a concern about [insert first concern here]. Have you been able to resolve that?”
Allow the customer to respond. Be sure to note if they share any areas where they are still struggling with deployment, implementation, or other adoption issues. The most important outcome for your customer is that any concerns have been resolved and they have no barriers to successful implementation.
You: “I will send a follow up email with additional support links that may help resolve your remaining issues. Is there anything else I can help you with today? Thank you again for your time, and please don’t hesitate to reach out if you need any assistance.”