Complete Sales Scripts

The Collision Shop Growth System — Clozo Academy Proprietary Curriculum

1.1 Incoming Call — First-Time Inquiry

Goal: Convert the caller into a scheduled estimate.

"Thank you for calling [Shop Name], this is [Your Name]. I understand you have some damage to your vehicle. Let me get a little information so I can help you best.

Can you tell me what happened? [Listen.]

And what type of vehicle is it? Year, make, and model?

Is this going through insurance or are you paying out of pocket?

[If insurance:] Which insurance company? Have you already filed a claim?

Great. We can get you in for an estimate [today/tomorrow/this week]. We have availability at [time options]. Which works best for you?

Perfect. I have you scheduled for [day] at [time]. We are located at [address]. When you arrive, just come to the front desk and ask for me. The estimate will take about 30-45 minutes, and we will have it ready for you right then.

I will also send you a text confirmation with our address and a few tips to prepare. Is this the best number to reach you?

Thank you for calling [Shop Name]. We look forward to seeing you [day]."

1.2 Incoming Call — Insurance Referral

Goal: Confirm details, build confidence, schedule immediately.

"Thank you for calling [Shop Name], this is [Your Name]. I see you were referred by [Insurance Company]. We are a preferred shop in their network, which means we handle everything directly with them — the estimate, the supplements, the billing. You do not have to deal with any of the paperwork.

Can I get your claim number? [Collect.]

Vehicle information? [Collect.]

When would you like to bring the vehicle in? We can start as soon as [day], and our average cycle time for this type of damage is [X] days.

I will also arrange a rental car for you if needed. Many of our customers appreciate having that handled before they even arrive.

You are in good hands. Let me get you scheduled."

1.3 Outbound Call — Lead Follow-Up

Goal: Re-engage a lead who did not schedule.

"Hi [Name], this is [Your Name] from [Shop Name]. You contacted us a few days ago about repairing your [vehicle]. I wanted to follow up and see if you had any questions or if you were ready to get that estimate scheduled.

[If they got another estimate:] I completely understand. Would it be helpful if I explained what sets our shop apart? Most of our customers choose us for three reasons: our [X]-day average cycle time, our lifetime warranty, and the fact that we handle all insurance communication for you. Would you like to come in and compare? There is no obligation.

[If they are still deciding:] That makes sense — it is a big decision. Here is what I suggest: come in for a free estimate. It takes 30 minutes, and you will leave with a detailed repair plan and timeline. Then you can make an informed decision. We have openings [today/tomorrow].

[If price objection:] I hear that a lot. What I would encourage you to do is get our estimate and compare it line by line with the other shop. Sometimes a lower price means they are using aftermarket parts or skipping steps we would not skip. An educated comparison protects you.

Can I schedule you for [day] at [time]?"

1.4 Outbound Call — Supplement Follow-Up with Adjuster

Goal: Get supplement approved quickly.

"Hi [Adjuster Name], this is [Your Name] from [Shop Name]. I am calling about supplement request [number] on claim [number] for the [vehicle].

I submitted the supplement [when] with photos and the OEM repair procedure. I wanted to make sure you received it and see if you need any additional information to approve it.

[If they need more info:] I can send that right over. The specific damage is [description], and the OEM procedure requires [operation]. I have photos showing exactly what we found.

[If they are reluctant:] I understand the concern. This is not a discretionary repair — the manufacturer requires this operation for a safe, proper repair. Without it, the vehicle does not meet OEM specifications. I have the procedure right here if you would like me to walk you through it.

When can I expect approval? The customer is waiting, and every day extends their rental."

2.1 Customer Greeting — First Visit

Goal: Make a great first impression and build immediate trust.

"Good [morning/afternoon]! Welcome to [Shop Name]. I am [Your Name].

First, I am sorry you are dealing with this. Car accidents are stressful, and the last thing you need is a complicated repair process. Our job is to make this as easy as possible for you.

Before we look at the damage, let me ask a few quick questions so I can give you the best experience.

[Ask about the accident, insurance status, rental needs, timeline concerns.]

Great. Here is exactly what happens next: I will do a thorough inspection of the damage, take detailed photos, and write a complete estimate. This takes about [30-45] minutes. Then I will walk you through everything — what needs to be repaired, why, how long it will take, and what it will cost.

While you wait, help yourself to coffee and Wi-Fi. And if you need a ride to work or home while we do the estimate, just let me know — we have a shuttle.

Let us take a look at your vehicle."

2.2 Estimate Presentation

Goal: Present the estimate with confidence and convert to a repair order.

"[Name], I have completed your estimate. Let me walk you through it.

The total repair cost is $[amount]. Here is what that includes: [Walk through line items.]

This is a [light/moderate/heavy] repair. Our estimated timeline is [X] days. Here is the schedule: [describe drop-off, repair phases, and delivery].

We use OEM parts, factory paint, and follow manufacturer repair procedures. The repair comes with our lifetime warranty on workmanship and paint.

[If insurance:] We handle all communication with [Insurance Company]. You do not need to call them, fax them, or follow up with them. We submit the estimate, handle any supplements, and bill them directly. Your only out-of-pocket cost is your deductible of $[amount], due at pickup.

[If cash-pay:] We offer 0% financing for 6 months through [Partner], which breaks this into payments of $[amount] per month. Would you like me to check your approval? It takes 30 seconds.

Do you have any questions?

Great. Let me get you scheduled. We can start as soon as [day]. Would morning or afternoon work better for drop-off?"

2.3 Vehicle Delivery

Goal: Delight the customer, confirm satisfaction, and generate a referral.

"[Name], your [vehicle] is ready! Come on back and take a look.

[Walk them to the vehicle. Remove the cover dramatically.]

Take your time. Inspect everything. Open the doors. Check the paint in the sunlight. Make sure you are completely satisfied.

[Pause while they inspect.]

How does it look?

[If satisfied:] I am thrilled you are happy. Your final invoice is $[amount]. [Process payment.]

Here is your warranty documentation — lifetime warranty on all repairs. And here is a card with my direct number if you ever have any questions.

One more thing — we grow through word of mouth. If you know anyone who needs collision repair, we would be grateful for the referral. Both you and your friend would receive $100. Here are a few referral cards.

And if you have 30 seconds, would you leave us a Google review? It really helps other people find us. I can text you the link right now.

Thank you for trusting [Shop Name]. Drive safely, and do not hesitate to call if you need anything."

3.1 "Your Price is Higher Than the Other Shop"

"I appreciate you doing your homework — that is exactly what I would do. Can I ask: when you looked at the other estimate, did it include all the same items as ours? Specifically, did they include [teardown, diagnostic scan, calibration, corrosion protection, blend time]?

Some shops write minimal estimates to win the job, then add supplements later. We would rather give you the full picture upfront. Let me walk you through each line item so you can compare apples to apples.

Also, our estimate includes [value-adds: detail, photo updates, rental coordination, lifetime warranty]. Those are not extras — they are part of the experience.

The decision is always yours. I just want you to have all the information."

3.2 "I Need to Get Other Estimates"

"Absolutely — that is a smart approach. Most insurance companies require 2-3 estimates anyway.

When you go to the other shops, I encourage you to ask them three questions:

I think you will find our answers set us apart. Also, here is a copy of our estimate. When you compare, look at whether the line items match. A lower price with fewer line items is not a bargain — it is an incomplete repair.

I will hold your appointment slot for 48 hours. Just give me a call, and we will get you scheduled."

3.3 "My Insurance Company Recommended Another Shop"

"That is very common. Insurance companies have preferred shops in their DRP network. But here is what most people do not know: by law, you have the right to choose ANY shop you want. The insurance company is required to pay for the repair regardless of which shop you choose.

The question is not which shop your insurance prefers. The question is which shop YOU trust with your vehicle. We work with [Insurance Company] regularly, and they pay our estimates just like they pay their DRP shops.

Would you like to see our facility and meet our team before you decide?"

3.4 "That is Longer Than I Expected"

"I understand the inconvenience of being without your vehicle. Let me explain where that timeline comes from.

This repair requires [specific operations]. Each step takes time, and we do not rush steps because rushed repairs lead to callbacks. We could cut a day off by skipping the [quality step], but then you might be back in two weeks with a problem.

What I can do is help minimize the inconvenience. We offer [rental car/loaner vehicle/pickup and delivery]. Many of our customers find that having transportation makes the timeline much less of an issue.

Let me see if I can get you a rental car starting [day]. Would that help?"

4.1 24-Hour Follow-Up Text

"Hi [Name]! This is [Your Name] from [Shop Name]. I hope your [vehicle] is looking great and you are back on the road safely. If you are happy with your repair, would you mind leaving us a quick review? It takes 30 seconds: [Link]. Thank you so much!"

4.2 1-Week Follow-Up Email

"Subject: How is everything looking, [Name]?

Hi [Name],

It has been one week since you picked up your [vehicle] from [Shop Name]. I wanted to check in and make sure everything still looks great.

If you have any concerns at all — a question about the paint, a panel that does not seem quite right, anything — please call or text me directly at [phone]. We stand behind our work completely.

Also, if you have not had a chance yet, would you leave us a review on Google? Your feedback helps other people make the right choice when they need collision repair.

[Review Button Link]

Thank you again for choosing [Shop Name].

[Your Name]

[Shop Name]"

4.3 30-Day Follow-Up Call

"Hi [Name], this is [Your Name] from [Shop Name]. It has been about a month since we repaired your [vehicle]. I am just calling to make sure everything is holding up perfectly.

[If yes:] That is great to hear. I am so glad you are satisfied.

[If no:] I am sorry to hear that. Let me get that taken care of immediately. Can you bring the vehicle in [today/tomorrow]? We will make it right at no charge.

Also, I wanted to remind you about our referral program. If you know anyone who needs collision repair, both you and your friend get $100. Just have them mention your name.

Thanks again for your business!"

5.1 DRP Rate Negotiation

"I am calling to request a labor rate review for our DRP agreement. We have been a strong performer in your network for [X years], and I believe an adjustment is warranted based on our performance and current market conditions.

Our cycle time has averaged [X] days, which is [Y%] better than the program target. Our CSI score is [Z], placing us in the top [percentage].

Based on [source] data, the prevailing labor rate in our market is $[X]. Our current DRP rate of $[Y] is [Z%] below that level. At this rate, we are challenged to maintain the facility standards, equipment, and training that drive our strong performance.

I am requesting an adjustment to $[X] per hour, effective [date]. This aligns with market rates and reflects the value we provide to your program. I have prepared a performance summary for your review.

When would be a good time to discuss this?"

5.2 Supplement Submission

"Per our teardown of the [vehicle] on claim [number], we discovered the following additional damage that was not visible during the initial exterior inspection:

[Item 1]: [Description of hidden damage]. Photos [1-4] attached. OEM repair procedure [reference] attached. Requesting [line items].

[Item 2]: [Same format.]

Total supplement: $[amount].

All documentation, including photos and OEM procedures, is attached. Please let me know if you need any clarification. We are holding the repair pending approval to avoid performing non-approved work.

Thank you for your prompt review."

6.1 Fleet Prospect Cold Call

"Hi [Name], this is [Your Name] from [Shop Name]. We are a collision repair center in [Location], and I am reaching out because I noticed [Company Name] operates a fleet of [vehicle type]. We specialize in fast, hassle-free fleet repairs.

Do you have a preferred shop for collision repair, or is that something you are open to discussing?

[If they have a preferred shop:] I understand. Most fleet managers I talk to are happy with their current shop but appreciate having a backup for overflow or when cycle times get long. Would you be open to a brief meeting so I can introduce our shop? No obligation.

[If no preferred shop:] That is exactly why I am calling. We have built a fleet program specifically for companies like yours. We offer dedicated scheduling, [X]-day average turnaround, direct insurance billing, and detailed monthly reporting. Would you have 15 minutes next week for me to stop by?

I will bring coffee."

6.2 Fleet Monthly Report Call

"Hi [Name], I am sending over this month's fleet performance report for [Company Name]. Here is the summary:

We completed [X] repairs this month with an average cycle time of [Y] days. Zero callbacks. Total repair revenue was $[Z].

Everything is tracking well. I did want to mention that we have capacity for [X] more vehicles per month if that would be helpful.

Also, we have [any upcoming items, seasonal prep, etc.]. Let me know if you would like to discuss.

Thanks for the continued partnership."

7.1 In-Person Referral Ask (At Delivery)

"[Name], I am so glad you are happy with the repair. Our business grows through word of mouth, and I would be grateful if you would tell your friends and family about us.

As a thank you, both you and your friend will receive $100 when they come in for a repair. Here are some referral cards you can hand out.

Also, if you are active on social media and want to post a photo of the repair, feel free to tag us. We love celebrating great results with our customers."

7.2 Agent/B2B Referral Ask

"[Agent/Partner Name], we have loved working with you and your clients. I wanted to ask — do you have any colleagues or contacts who might also benefit from a trusted collision repair partner?

We treat every referral from you as a VIP, and I would be happy to offer the same level of service to anyone you send our way.

Also, if there is anything we can do to make your job easier — faster estimates, direct client communication, co-branded materials — just let me know."

8.1 In-Person Review Request

"[Name], I am thrilled you love how your [vehicle] turned out. Reviews from customers like you help other people choose the right shop after an accident. Would you take 30 seconds to leave us a review on Google? I will text you the link right now while you are here."

8.2 Text Review Request

"Hi [Name]! Thank you for trusting [Shop Name] with your [vehicle]. If you are happy with your repair, would you mind leaving us a quick Google review? It takes 30 seconds and helps other people find us: [Link]. Thank you so much! — [Your Name]"

8.3 Email Review Request

"Subject: Quick favor? [First Name]

Hi [Name],

Your [vehicle] repair is complete, and I hope you are thrilled with the result.

If you have 30 seconds, would you leave us a Google review? Your honest feedback helps other people choose a collision repair shop they can trust.

[Leave a Review Button]

Thank you for choosing [Shop Name]. If you ever need us again, we are here.

[Your Name]"

8.4 Review Response — Positive

"Thank you so much, [Name]! It was our pleasure restoring your [vehicle]. We know how stressful accidents can be, and I am glad we could make the process easy for you. If you ever need us again, we are here. Safe driving!"

8.5 Review Response — Negative

"Thank you for bringing this to our attention, [Name]. We take your feedback seriously and want to make this right. Please call me directly at [phone] so we can discuss your concerns and find a solution. We are committed to your complete satisfaction. — [Your Name], [Shop Name]"

Clozo Academy Proprietary Curriculum — The Collision Shop Growth System

Practice these scripts until they sound natural. Adapt the language to match your personal style while preserving the structure and key messaging.