Complete Sales Scripts

Clozo Academy Proprietary Curriculum

Opening (Answer within 3 rings)

"Thank you for calling [Company Name]. This is [Your Name]. How can I help you with your flooring project today?"

Discovery Questions

Question 1: "Great, I would love to help. Tell me a little about the space you are looking to update — what room or rooms are we talking about?"

Question 2: "Are you leaning toward a particular type of flooring, or would you like us to make a recommendation based on your lifestyle and budget?"

Question 3: "Roughly how many square feet are we looking at? If you are not sure, no problem — we will measure everything during our free consultation."

Question 4: "What is your ideal timeline? Are you hoping to have this done by a specific date or event?"

Question 5: "Have you received any other estimates yet, or are we your first call?"

Transition to Booking

"Perfect. Based on what you have shared, this sounds like a great project for our team. The next step is a free in-home consultation where we will bring samples, take precise measurements, and give you a detailed estimate. We have availability on [Day 1] at [Time] or [Day 2] at [Time]. Which works better for you?"

Confirmation

"Excellent. I have you scheduled for [Day] at [Time]. You will receive a confirmation text and email shortly. Our consultant will bring samples, take measurements, and answer all your questions. The appointment typically takes 60–90 minutes. Is there anything else I can help you with today?"

Voicemail Script (if no answer)

"Hi [Name], this is [Your Name] from [Company]. I received your inquiry about flooring for your [room type]. I would love to schedule a free in-home consultation and get you an estimate. Please give me a call back at [Number] or text me at the same number. I am available until [Time] today and all day tomorrow. Talk soon!"

Arrival (First 5 minutes)

"[Name], thank you for having us out today. I am excited to see your space and help you find the perfect flooring. Before we look at anything, I want to understand what you are hoping to achieve. Tell me about your project — what inspired you to update your floors?"

Discovery (10 minutes)

Lifestyle Questions:

Practical Questions:

Measurement and Assessment (15 minutes)

"Let me take some measurements and assess the subfloor condition. This helps me give you an accurate estimate and identify any prep work that might be needed."

[Take measurements, note transitions, check subfloor, take moisture readings on concrete]

"Good news — the subfloor looks solid. I did notice [any issues], which we will address as part of the installation. Here is exactly what that involves and why it matters."

Product Recommendation (15 minutes)

"Based on everything you have shared — [recap their needs] — I have three products I want to show you. Each one solves your needs at a different price point."

[Show Good option] "This is our Essential option. It gives you [key benefits] at a very accessible price."

[Show Better option] "This is our Signature option — this is what most of our customers choose. It adds [premium features] and comes with our extended warranty."

[Show Best option] "And this is our Concierge option. If you want the absolute best in terms of durability, appearance, and the full white-glove experience, this is it."

[Place samples in the actual room, under the actual lighting]

"The most important thing is seeing how these look in YOUR space, under YOUR lighting. Take your time. Walk around. See how they feel."

Setting the Stage

"[Name], I have prepared three options for you. Before I walk through the numbers, I want you to know that every option includes the same quality installation, the same cleanup, and the same warranty backing. The difference is in the product and the level of service."

Presenting the Tiers

"Option 1 — Essential: $[Price]. This includes [list inclusions]. It is a solid choice and gives you beautiful new floors."

"Option 2 — Signature: $[Price]. This is our most popular option. For $[difference] more, you get [list upgrades]. Most of our customers find this is the sweet spot — the best combination of quality and value."

"Option 3 — Concierge: $[Price]. This is our premium experience. You get everything in Signature plus [list premium features]. If you want the absolute best and never want to think about your floors again, this is the way to go."

Payment Framing

"The total for the Signature package is $[total]. We also offer financing that brings this to about $[monthly]/month over [term] months. Would you like me to check what financing options you qualify for?"

Guarantees

"Every installation we do comes with our lifetime installation warranty and our 30-day satisfaction guarantee. If you are not thrilled, we make it right. That is our promise to every customer."

The Assumptive Close

"Which option feels right for your home?"

[If they point to one] "Great choice. Let me get you on the schedule. We are booking [date] for installation. To lock in that date, I need a 50% deposit of $[amount]. I can take a check, card, or we can set up financing right now."

The Alternative Close

"Most of our customers choose either the Signature or Concierge package. Which direction feels better for your project?"

The Time-Sensitive Close

"I want to be transparent — our installation calendar is booking about [timeframe] out right now. If you want to be in your new floors by [target date], I need to get you scheduled this week. The deposit secures your spot."

The Soft Close (for hesitant buyers)

"I completely understand wanting to think it over. Here is what I recommend — take these two samples and live with them for a few days. Move them around the room at different times of day. I will check back with you on [day]. In the meantime, I will hold your preferred installation week with no obligation. Does that work?"

The Financing Close

"I know $[total] is a significant investment. That is exactly why we offer financing. For about $[monthly]/month — less than most people spend on streaming services — you can have these floors installed and enjoy them immediately. Can I show you the financing options?"

At Final Walkthrough (Point of Maximum Conviction)

"[Name], your new [product] floors look absolutely incredible. I have to tell you — this is one of my favorite installations this month."

[Pause, let them appreciate the work]

"Here is the thing most homeowners do not realize — [product] floors are an investment, just like a car. With regular professional care, these floors will look exactly like they do right now for [timeframe] or more. Without it, you will start seeing dulling, scratching, and wear in just a few years."

"That is why we created our Floor Care Plan. It is a simple, affordable program where our technicians visit [frequency] to professionally clean, inspect, and maintain your floors. It includes [list key services]."

"The Professional plan is $59 a month — that is less than a couple of coffees per week — and it ensures your floors always look exactly like they do right now. Plus, as a plan member, you get priority scheduling for any repairs or refinishing needs down the road."

"I can enroll you right here on my tablet. It takes two minutes, and because your installation is completing today, your first month is complimentary. Would you like me to get you signed up?"

If They Decline

"I completely understand. Here is what I will do — I am going to leave this information packet with you. If you change your mind in the next 30 days, the complimentary first month offer still stands. And either way, we will send you a reminder in 6 months for a one-time professional cleaning. Sound fair?"

At Job Completion (Best Timing)

"[Name], your floors look incredible. I am so glad we could bring your vision to life. Before I go, I have one question — do you know anyone else who is thinking about new flooring? A neighbor, a family member, a coworker?"

[If they mention someone] "That is fantastic. I would love to help them too. Here is what I will do — I will give you a couple of our referral cards. Just hand them to [person] and tell them to mention your name. When they book a project with us, we will send you a $150 Visa gift card as a thank you."

[If they cannot think of anyone] "No problem at all. If someone does come to mind in the next few weeks, the offer stands. And I will include a couple of referral cards in the packet I am leaving with you. We grow almost entirely through word of mouth, and every referral means the world to us."

Follow-Up Email (1 week after completion)

Subject: Quick favor? + Your referral reward

Body: "Hi [Name], I hope you are still loving your new floors! If anyone asks who did your installation, we would be incredibly grateful for the referral. Every referred customer who books with us earns you a $150 gift card. I have attached a card you can forward or print. Thank you again for choosing us!"

Touch 1: Same Day (Phone)

"Hi [Name], I wanted to thank you again for your time today. I know these decisions take thought, so please do not feel any pressure. I have sent your detailed estimate to your email. Can we schedule 10 minutes tomorrow to walk through any questions?"

Touch 2: Next Day (Email)

Subject: Your [Product] estimate + answers to common questions

Body: "Hi [Name], Attached is the detailed estimate we reviewed today. I have also included answers to the three questions most homeowners ask after our consultation. Please do not hesitate to reach out with any other questions — I am here to help. Best, [Name]"

Touch 3: Day 3 (Text)

"Hi [Name], just checking in on the estimate I sent. Any questions I can answer? Happy to chat anytime. — [Your Name]"

Touch 4: Day 7 (Email with Value)

Subject: [Customer Name], thought you might find this helpful

Body: Share a relevant before/after photo, a floor care tip, or a blog post related to their project type.

Touch 5: Day 14 (Phone)

"Hi [Name], I wanted to follow up on your flooring project. Have you made a decision, or are there still questions I can help with? I am here to make this as easy as possible for you."

Touch 6: Day 21 (Email with Urgency)

Subject: Scheduling update for your [Month] installation

Body: "Hi [Name], I wanted to give you a heads up — our installation calendar for [Month] is filling up quickly. If you are planning to move forward, I recommend securing your date soon. I am happy to answer any remaining questions and get you scheduled."

Touch 7: Day 30 (Text — Final Check-In)

"Hi [Name], just a final check-in. I know these decisions take time. If you have chosen another direction, no hard feelings — just let me know so I can update my notes. If you are still considering it, I am here whenever you are ready. — [Your Name]"

Touch 8: Day 60 (Re-Engagement Email)

Subject: Beautiful new projects to share

Body: "Hi [Name], it has been a couple of months since we connected. I wanted to share our latest project portfolio — we have completed some beautiful work recently. If your flooring project is still on the horizon, I would love to reconnect."

"Your price is higher than the other estimate."

"I appreciate you sharing that. Can I ask what the other estimate included? We include full subfloor prep, premium underlayment, furniture moving, and our lifetime installation warranty — many contractors charge extra for those or do not offer them at all. Let me show you exactly what is included so you can compare apples to apples."

"We need to think about it."

"Of course — this is a significant decision. To help you think it through, what specific questions or concerns are on your mind? I want to make sure you have everything you need to decide confidently."

"We are not ready yet."

"I completely understand. When are you targeting to have the installation completed? I can put a hold on our schedule for that timeframe with no obligation, so when you are ready, your spot is secured. Our calendar books 6–8 weeks out."

"Can you match this lower price?"

"I can review the scope and see if there is flexibility. That said, our price reflects the quality of our installation, our warranty, and the fact that we do not cut corners. What I can do is show you the Good tier option, which reduces some of the premium features while maintaining our installation standards."

"We are worried about the mess and disruption."

"That is the most common concern we hear, and it is exactly why we built our dust containment and cleanup process. Here is what we do: dust barriers in doorways, HEPA vacuums, daily cleanup, and furniture protection. Our reviews consistently mention how clean we leave the space."

"We want to install it ourselves."

"I respect that. For smaller rooms, DIY can work. For [their project], here is what I would consider: subfloor prep is critical and often the biggest DIY challenge, any installation mistake voids the manufacturer warranty, and our warranty only applies to our work. Would it be worth exploring what professional installation costs relative to the value of protecting your investment?"

Opening

"[Builder name], I know you are busy so I will be direct. I specialize in flooring for production and semi-custom builders. I understand that your biggest frustrations with flooring subcontractors are missed schedules, callbacks at final walkthrough, and poor communication. We built our entire operation around solving those three problems. Would you be open to a 15-minute conversation about what you are looking for in a flooring partner?"

Value Proposition

"Here is what makes us different:

One, we guarantee your floors are installed on the date scheduled, or we deduct $200 per day from your invoice. Last year we maintained 98% on-time performance across 347 units.

Two, our builder division has a dedicated crew trained exclusively on production standards. Every unit passes a 30-point quality checklist before we request inspection. Our callback rate is under 1%.

Three, your project manager gets a daily update with unit status and photos. No surprises, no chasing us down.

And four, we can scale from 3 units per week to 12 units per week during your peak months without sacrificing quality."

Trial Offer

"I would love to prove this to you on a trial basis. Give us 2–3 units in your next community. If we do not perform, you owe us nothing beyond the work completed. If we do perform — and I am confident we will — we can talk about a larger commitment. Fair?"

In Person (At Final Walkthrough)

"[Name], your floors are complete and they look amazing. I am so proud of how this turned out. If you have 30 seconds, would you mind leaving us a quick review on Google? It takes less than a minute and it helps other homeowners find us. I can send you the link right now."

Text Message (Same Day)

"[Name], it was a pleasure working with you on your new [product] floors! If you have 2 minutes, would you share your experience on Google? It helps other homeowners find us. [direct link] Thank you! — [Your Name]"

Email (3-Day Follow-Up)

Subject: How are you loving your new floors?

Body: "Hi [Name], I hope you are still thrilled with your new [product] floors! If you have a moment, we would be incredibly grateful for a quick review on Google. It takes just a couple of minutes and means the world to our small business. [direct link] Thank you again for choosing us! — [Your Name]"

Phone Call (7-Day Follow-Up — if no review yet)

"Hi [Name], I am just checking in to see how the floors are holding up. [Listen to response]. I am so glad to hear that! One quick favor — if you have not had a chance yet, would you mind leaving us a review on Google? We are trying to reach 100 reviews this year and every single one counts. I can text you the link right now if that helps."

First Contact (Within 30 seconds of entry)

"Welcome to [Company]! I am [Name]. Feel free to look around, and let me know if you have any questions. Are you working on a specific project, or just starting to explore your options?"

If They Have a Project

"That is exciting! Tell me a little about what you are updating. What room or rooms are you looking at?"

[Listen, then guide]

"Based on what you have shared, I have a few products in mind. Let me show you our most popular options for [their situation]. This way you can see and feel the difference between them."

If They Are Just Exploring

"No pressure at all. Our showroom is designed for you to take your time and get inspired. I will give you some space, but if anything catches your eye or if a question comes up, I am right here. And if you want, I can give you a quick tour of our most popular displays — it takes about 5 minutes and might spark some ideas."

Before They Leave (If no booking made)

"Before you go, would you like to take a sample or two home? Seeing the flooring in your actual space, under your lighting, makes a huge difference. And if you would like, I can schedule a free in-home consultation. We bring the full sample library to you, take measurements, and prepare a detailed estimate. No obligation. We have availability [Day] at [Time] or [Day] at [Time]."

Receiving the Callback Call

"[Name], thank you for calling this to our attention. I am sorry you are experiencing this issue, and I want you to know we take full responsibility. Let me ask a few quick questions so I can get this resolved for you as fast as possible."

[Gather details: What specifically is the issue? When did you first notice it? How severe is it?]

"Thank you for that information. Here is what happens next: I am going to have one of our technicians come to your home on [date] at [time] to assess the issue and fix it on the spot if possible. If it requires a follow-up visit, we will schedule that before we leave. There is no charge to you — this is fully covered under our warranty."

After the Repair

"[Name], I wanted to personally follow up and make sure the repair was completed to your satisfaction. [Listen to response]. I am so glad we could get this resolved quickly. Issues like this are rare for us, but when they happen, our commitment is to make them right — fast. If anything else comes up, please call me directly at [number]. Thank you for giving us the opportunity to make this right."

Documentation

Every callback must be documented:

Personalize these scripts with your company name, specific pricing, and your natural speaking style. Do not read them word-for-word — internalize the structure and make them your own.

Practice regularly. Role-play with team members. Record yourself and listen back. The best salespeople rehearse until the script disappears and only the intent remains.

Track results. Note which scripts get the best response. Adapt based on what works in your market with your customers.

Clozo Academy Proprietary Curriculum — The Flooring Business Growth System