Win back call script
Prepare for the call:
Research your customer’s purchase history, anniversary date, and VIP membership ID. Make sure you are familiar with exactly what license types they currently subscribe to. Understand if they are moving from introductory pricing to full pricing at this renewal and make sure you have renewal pricing and/or a quote ready.
Open the call:
“Good morning/afternoon. My name is [insert name], and I’m calling from [insert reseller] to discuss your lapsed Adobe [insert product name] subscription. 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 Win Back call script below |
Voicemail script:
Leave the following voicemail message: “My name is [insert name], and I’m calling from [insert reseller] to discuss your lapsed Adobe [insert product name] subscription. 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] to discuss [insert customer name] lapsed Adobe [insert product name] subscription. I wanted to review the membership and discuss renewal arrangements.”
Gatekeeper: Just one moment.
You: “Thank you.”
Win Back call script:
You: “Hello. Thank you for taking my call today. We really appreciate your business, and I wanted to alert you that your VIP membership [insert VIP membership ID] consisting of [insert number of seats] expired on [insert date]. Can I assist you with that renewal by PO or credit card today?”
If the customer is not ready to renew, ask a few pointed questions to uncover what the objections might be:
- “Were there issues with your implementation or use of the software that are keeping you from renewing?”
- “If you renew today, your team will not lose access to the Adobe software they rely on. Can I offer additional training for your staff once we complete the renewal process? This would help ensure that they are able to take full advantage of the software and services.”
If the customer indicated they struggled with use, offer to send them links to free training as part of the renewal conversation. The most important outcome for your customer is immediate renewal of their lapsed seats at the correct price.
If the customer would like to renew immediately, follow the process for renewal and close the call:
You: “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.”
If the customer would like to think about it, let them know you will reach out again in a few weeks and close the call:
You: “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.”