Complete Sales Scripts

Script 1.1: The Warm Welcome & Discovery Call

Purpose: Handle inbound inquiries, build rapport, gather key information, and schedule a tour.

Opening (0-30 seconds):

"Thank you for calling [Facility Name]. This is [Your Name]. How may I help you today?"

[Listen. Let them share their story without interrupting. Take notes.]

Discovery Questions (2-5 minutes):

Value Connection (1 minute):

"Based on what you have shared, I believe [Facility Name] could be a wonderful fit. We specialize in [relevant differentiator], and many families in your situation have found exactly what they needed here."

Tour Invitation:

"I would love to show you around our community, introduce you to our team, and have you experience a meal with us. Would [Day] at [Time] work for you and [other decision-makers]?"

Confirmation & Close:

"Perfect. I have you scheduled for [Date and Time]. You'll meet with me, tour the community, see a resident apartment, and enjoy lunch. I'll send you a confirmation with our address and my direct number. Is there anything else I can answer before then?"

Script 1.2: The Crisis Inquiry Call

Purpose: Handle urgent inquiries following a hospitalization, fall, or caregiver emergency.

Opening:

"Thank you for calling [Facility Name]. This is [Your Name]. I understand this may be an urgent situation. Tell me what's happening and how I can help."

Triage Questions:

Immediate Value:

"We have availability and can conduct an assessment [today/tomorrow]. Our rapid admission process is designed exactly for situations like this. Let me walk you through the next steps."

Next Steps:

"I am going to connect you with our Director of Nursing, who can answer clinical questions immediately. I will also schedule a tour and assessment for [specific time]. Our team will handle the details so you can focus on your loved one."

Script 1.3: The Planning-Ahead Inquiry Call

Purpose: Handle inquiries from families who are researching options proactively.

Opening:

"Thank you for calling [Facility Name]. I appreciate you taking the time to plan ahead. Many families tell me they wish they had started this research sooner. How can I help you today?"

Exploration:

Educational Positioning:

"I would love to be a resource for you, whether you choose us or not. I can share what questions to ask, what to look for during tours, and how to compare communities. Would you like to start with a virtual tour or an in-person visit?"

Script 2.1: The Personalized Tour Narrative

Pre-Tour Preparation:

Review the family's needs assessment. Customize the route and talking points to their specific situation.

The Welcome (Lobby, 5 minutes):

"Welcome to [Facility Name]. I am so glad you are here. Before we begin, I want you to know that this tour is about YOUR family and YOUR needs. Please ask questions at any time. We are going to experience a day in the life of our residents, not just walk through rooms."

The Community (Activity Spaces, 10 minutes):

"This is our main activity room. Yesterday, Mrs. Martinez celebrated her 88th birthday here with 30 of her friends from the community. She told me it was the best party she had ever had. Our activities calendar has 8-12 options every day, and residents choose what interests them. [Guest's name], based on what you shared about your interests in [hobby], I think you would really enjoy our [specific activity]."

The Dining Experience (10 minutes):

"This is our dining room. We serve restaurant-style meals with three entree choices at every seating. Our Chef, [Name], worked in fine dining for 15 years before coming here. Families consistently tell us their parents eat better here than they did at home. Would you like to sample today's lunch?"

The Apartment (10 minutes):

"This is one of our [size] apartments. Every apartment includes [list key features]. Residents bring their own furniture and decorations so it truly feels like home. Mrs. Johnson, who lives next door, told me her apartment feels cozier than her house did."

The Care Spaces (5 minutes):

"This is our nursing station. Our nursing team is here [hours]. Every resident has a personalized care plan that is reviewed [frequency]. Let me introduce you to [Name], our Director of Nursing."

The Closing Conversation (15 minutes):

[In a private, comfortable setting]

"Thank you for visiting today. What did you think? What stood out to you?"

[Listen carefully to their response. Address concerns. Explore interest level.]

"Based on everything you have seen and shared with me, I believe [Facility Name] would be a wonderful home for [loved one's name]. The next step is to complete an application and schedule a health assessment. We can start that today, or I can send you home with the materials to review. What feels right for you?"

Script 2.2: The Return Tour (Second Visit)

Purpose: Deepen the relationship for families who toured once but have not committed.

Opening:

"Welcome back! I am so glad you are here again. Since your last visit, [share one specific update: new program, resident achievement, or facility improvement]. Today, I want to focus on the questions and concerns you shared during your last visit."

Focus Areas:

Closing:

"I know this is a significant decision. What additional information would help you feel confident moving forward? Is there anyone else who should see the community before you decide?"

Script 3.1: Same-Day Follow-Up Email

Subject Line: It was wonderful meeting you and [Loved One's Name] today

Body:

Dear [Family Member Name],

Thank you for visiting [Facility Name] today. It was a pleasure meeting you and learning about [Loved One's Name]'s story and your family's needs.

As promised, I have attached:

I would love to answer any questions that come up as you discuss this decision with your family. Please do not hesitate to call or email me directly.

I am holding the [apartment type] you toured for [timeframe] to give you space to make the best decision for your family.

Warm regards,

[Your Name]

[Title]

[Direct Phone]

[Email]

P.S. If any other family members would like to tour, I would be happy to arrange a private visit at their convenience.

Script 3.2: The 3-Day Phone Follow-Up

Purpose: Check in, answer questions, and gauge interest level.

"Hi [Name], this is [Your Name] from [Facility Name]. I wanted to follow up after your tour on [day]. How are you doing? Have any questions come up since your visit?"

[Listen. Answer questions. Explore concerns.]

"I know this is a big decision. Is there anything else I can provide that would be helpful—perhaps a conversation with one of our current families, or a chance to join us for an upcoming [event/activity]?"

[If interest is strong:]

"Based on your enthusiasm, I want to mention that the apartment we toured is still available, but I have had one other inquiry this week. If it feels right, we could start the application process to secure it."

Script 3.3: The Long-Nurture Check-In (30+ Days Post-Tour)

Purpose: Maintain connection with families who are not yet ready to decide.

"Hi [Name], this is [Your Name] from [Facility Name]. I know you are still in the decision process, and I completely respect that. I am not calling to pressure you—I wanted to share something that made me think of you."

[Share a relevant update, testimonial, or resource]

"We just had a family move in whose situation was so similar to yours. They told me they wish they had made the decision six months earlier. I know timing is personal, but when you are ready, we are here."

"In the meantime, would you like me to add you to our monthly newsletter? It shares community stories and events, and it might give you a sense of what life here is really like."

Script 4.1: "It's Too Expensive"

"I completely understand. This is a significant investment. Many families find it helpful to look at the total cost of staying at home. When you add up [home care hours, groceries, utilities, property maintenance, taxes, and modifications], the difference is often smaller than expected. Would it be helpful if I prepared a side-by-side comparison for your specific situation? We also have several payment options and resources I would be happy to discuss."

Script 4.2: "Mom Says She's Not Ready"

"That is very common, and it shows she values her independence. Many of our residents felt the same way. What families often find is that a short respite stay helps their parent see what life here is actually like. Would you consider a one-week trial? There is no long-term commitment, and it might ease both of your minds."

Script 4.3: "We Want to Look at Other Options"

"Absolutely. This is an important decision, and you should see all your options. I would encourage you to compare care levels, staffing ratios, activity programming, and family communication practices. Here is a checklist that might help you evaluate consistently. And please know we are here to answer any questions that come up as you compare."

Script 4.4: "We Need to Sell the House First"

"That makes complete sense. Many families coordinate the move with the home sale process. What some have found helpful is to start with a short-term stay while the house is being prepared for sale. This gives your loved one immediate safety and support while you handle the logistics without pressure."

Script 4.5: "My Sibling Doesn't Agree"

"This is one of the hardest parts of the decision—when family members see things differently. We host family meetings here where all the siblings can tour together, ask questions, and hear from our team. Sometimes having all the information in one place helps families reach consensus. Would it help if we arranged a meeting with everyone involved?"

Script 5.1: Discharge Planner Introduction

"Hi [Name], this is [Your Name] from [Facility Name]. I know how busy you are, so I will be brief. We are an assisted living community [distance] from your hospital, and we specialize in [differentiator]. We have rapid response availability for discharges, and our 30-day readmission rate is [X%], well below the state average. I would love to drop off our facility profile and learn how we can make your discharge planning easier. Do you have 10 minutes this week for a brief introduction?"

Script 5.2: Physician Office Introduction

"Hi [Name], this is [Your Name] from [Facility Name]. I am your local assisted living community's community liaison. I wanted to introduce myself and offer a resource for your patients who may benefit from assisted living. We have a clinical team led by [Nursing Director credentials], and we coordinate closely with referring physicians. I would love to drop off our clinical capability summary and see if there is an opportunity to present a brief CEU-approved lunch-and-learn for your staff. Would that be of interest?"

Script 5.3: Geriatric Care Manager Partnership

"Hi [Name], this is [Your Name] from [Facility Name]. I know you guide families through some of the most complex care transitions in our community. I wanted to personally introduce our community as a resource for your clients who need assisted living. We offer [specific features], and we treat care managers as true partners—including care conference invitations and direct clinical communication. I would love to schedule a clinical tour so you can evaluate our capabilities firsthand. When might work for you?"

Script 5.4: Family Referral Request

"Hi [Name], I wanted to thank you again for choosing [Facility Name] for [Loved One's Name]. It has been wonderful having your family as part of our community. If you know anyone else who might benefit from the care and lifestyle we provide, we would be honored if you would share your experience with them. We have a Family Referral Program that includes [incentive description], but more importantly, you would be helping another family find the peace of mind you have found here."

Script 6.1: In-Person Review Request

"[Family Member Name], it means so much to us that you and [Loved One's Name] have been so happy here. Your feedback helps other families who are searching for care to find us. Would you be willing to share your experience in a quick Google review? I can send you a link that makes it very easy—just a minute or two. Your words could help another family going through the same journey you did."

Script 6.2: Review Request Email

Subject: A quick favor that helps families like yours

Body:

Dear [Name],

When you were searching for assisted living for [Loved One's Name], you probably read reviews from other families. Those reviews helped you, and now your review could help someone else.

Would you take 2 minutes to share your experience at [Facility Name] on Google? Your honest feedback helps other families find the right care during one of the most important decisions they will ever make.

[Direct Review Link]

Thank you for being part of our community.

[Your Name]

Script 7.1: The Respite-to-Residency Transition

"I wanted to check in with you about how [Loved One's Name] is doing. Our team has noticed that [he/she] seems to be really enjoying [specific activities/connections]. How are you feeling about the experience so far?"

[Listen for positive signals.]

"I know the original plan was for a short stay, but I wanted to mention that we do have a [apartment type] available right now. I have seen so many families in your situation who started with a respite stay and realized that their parent was genuinely happier and healthier here. Is permanent residency something you have given any thought to?"

Script 7.2: The Closing Ask

"Based on everything you have seen today, the conversations we have had, and what you have shared about your family's needs, I believe [Facility Name] is the right home for [Loved One's Name]. The next step is to complete the application and schedule the health assessment. We can start the application right now, or I can email it to you if you prefer to complete it at home. Which works better?"

Script 8.1: The Health Change Call to Family

"Hi [Name], this is [Your Name] from [Facility Name]. I am calling because there has been a change in [Loved One's Name]'s condition that I want to make you aware of. [Describe the situation factually and calmly]. Our nursing team is [current actions being taken]. [Loved One's Name] is [current status]. I wanted you to hear this from us directly. Do you have any questions? Would you like to speak with [Name], our Director of Nursing?"

Script 8.2: The Move-Out Prevention Conversation

"Hi [Name], I noticed [specific concern: fewer visits, expressed dissatisfaction, care plan question]. I want to make sure we are meeting your expectations and addressing any concerns you have. Your family's satisfaction is our top priority. Would you be open to a conversation about how we can make this experience even better for you and [Loved One's Name]?"

The Assisted Living Growth System — Clozo Academy Proprietary Curriculum

Customize these scripts with your facility's specific language, names, and differentiators. Practice until they feel natural, not robotic.