Complete Sales Scripts

Script 1: Live Chat — Qualifying a Prospect

Context: Website visitor starts a live chat about a product

**You**: Hi there! I'm [Name]. I see you're looking at our Harrison sofa. Is there anything I can help you with?

>

**Visitor**: Just looking, thanks.

>

**You**: No problem at all! Quick question — are you furnishing a new space or refreshing an existing room? I might be able to point you toward something that fits exactly what you're looking for.

>

*[Wait for response — this opens the conversation]*

>

*[If they say new space]*: Exciting! What's the room size and style you're going for? I can check if the Harrison will work or if there's a better fit.

>

*[If they say refresh]*: Love that. What are you working with now, and what made you start looking? Sometimes the "problem" with your current piece points us right to the perfect replacement.

Key principle: Ask questions before recommending. Qualify first, sell second.

Script 2: Consultation Call — Closing the Sale

Context: Scheduled design consultation call with a qualified prospect

**Opening (2 min)**:

"Thanks for taking the time today, [Name]. Before we dive in, tell me about your space — what room are we working on, and what made you start this project now?"

>

**Discovery (10-15 min)**:

- "Walk me through how you use this room day to day."

- "Who lives here? Kids? Pets? Anyone with specific needs?"

- "What's your timeline? Any events or deadlines driving this?"

- "Have you bought furniture online before? How did it go?"

- "What's your budget range for this room? I want to show you options that make sense."

>

**Presentation (10 min)**:

"Based on what you've shared, I have three directions in mind. Let me walk you through each..."

*[Present Good, Better, Best options with clear differentiation]*

>

**Close (3 min)**:

"Which of these three feels right for your space and timeline? If you're ready, I can get this reserved today with a [specific delivery date]. If you'd like to think it over, I can hold your preferred delivery slot for 48 hours — no obligation."

>

**Handle objections**: See objection handling scripts below.

Script 3: Good-Better-Best Presentation

"Let me walk you through three options for your living room:

>

**Option A — The Essential** ($1,200): This gives you a solid, well-built sofa with our standard fabric. It'll serve you well for years. Think of this as the smart entry point.

>

**Option B — The Performance** ($2,400): This is our most popular choice. You get the performance fabric that's stain-resistant and pet-friendly, plus the upgraded cushion system. This is where most of our customers land because it balances everything.

>

**Option C — The Heirloom** ($4,800): If you want the very best — full-grain leather, hand-joined walnut frame, lifetime warranty, and white-glove delivery included. This is the piece you'll pass down.

>

Based on what you told me about [their situation], I'd recommend Option B. But I'm curious — which direction feels right to you?"

Script 4: Objection Handling — "It's Too Expensive"

"I completely understand — $2,400 is a significant investment. Let me break down what that actually gets you:

>

This sofa is designed to last 10-15 years. That's $160-$200 per year, or about $13-$16 per month. Most people spend more than that on streaming services.

>

It includes white-glove delivery and assembly — that's a $250 value.

The performance fabric means you won't need to replace it in 3 years because of stains or wear.

And with our 100-day trial, if it doesn't feel right, we'll pick it up for free. You're not risking anything.

>

We also have financing available — as low as $100 per month with 0% APR. Would that make this more manageable?"

Script 5: Objection Handling — "I Need to Think About It"

"Of course — this is a big decision and I want you to feel confident. Can I ask what specifically you're still thinking through? Is it the style, the size, the timing, or something else?

>

*[Listen and address specific concern]*

>

Here's what I'd suggest: I'm going to send you three things right now:

1. A link to our customer photo gallery — real rooms with this exact sofa

2. Our fabric swatch kit (free) — so you can see the color in your actual lighting

3. My direct contact info — any questions, you text me

>

I'll also hold your delivery slot for 48 hours. After that, the next available window is [date — push out 2+ weeks].

>

Does that feel fair?"

Script 6: Objection Handling — "I Found It Cheaper Somewhere Else"

"I appreciate you doing your research — that's smart. Can I ask which piece you're comparing and what the price difference is?

>

*[Listen]*

>

Here's what I'd encourage you to check before you decide:

1. What's their delivery process? Do they bring it inside and assemble it, or drop it at your door?

2. What's the return policy? Do they pick it up for free, or are you responsible for getting it back to them?

3. What's the warranty? Ours is 5 years on the frame and fabric. Many competitors offer 1 year.

4. Are there reviews with photos from real customers? Check what people say about delivery and durability.

>

I'm confident that when you factor in delivery, service, and longevity, you'll see why our customers feel they got the better value. And if I'm wrong, I want to know — seriously.

>

That said, if you decide to go with the other option, no hard feelings. I just want you to love what ends up in your home."

Script 7: Upsell — From Single Item to Bundle

"Great choice on the Harrison sofa — it's going to look incredible in your space. One question: do you have a coffee table and side tables picked out, or is that still on your list?

>

*[If they need tables]*: We actually have a complete living room bundle that includes the Harrison plus the matching coffee table and side tables — plus the area rug and throw pillows. It's designed to all work together, and the bundle saves you about $600 compared to buying everything separately. Want me to walk you through it?

>

*[If they already have tables]*: Smart — reusing what you have is great. One thing I'd suggest considering is the area rug. It really anchors the room and makes the sofa feel intentional, not just placed there. We have a few that are designed to coordinate with the Harrison. I can show you if you're interested."

Script 8: Delivery Delay Notification

"Hi [Name], this is [Name] from [Brand]. I'm calling personally because your delivery was scheduled for [Date] and we need to push it back to [New Date].

>

Here's what happened: [honest, brief explanation — e.g., 'The fabric shipment from our supplier arrived 3 days late, which pushed our production schedule'].

>

I know this is frustrating. Here's what I'm doing to make this right:

- Your new delivery date is [Date] with a 2-hour window

- I'm adding free fabric protection (normally $129) to your order

- I'm personally overseeing your delivery to make sure it's perfect

- You have my direct number: [phone]. Any concerns, call me anytime

>

Again, I'm really sorry about this. Does the new date work for you?"

Script 9: Damage Resolution

"Hi [Name], I just saw the photos of your [product] and I am so sorry. That [describe damage] is completely unacceptable — that's not the experience we promise.

>

Here's exactly what we're going to do:

1. I'm authorizing a full replacement immediately — no questions, no debate

2. We're picking up the damaged piece this week at a time that works for you

3. Your replacement is being expedited and will arrive by [date]

4. I'm adding a $200 store credit to your account for the inconvenience

>

I'm also personally reviewing how this happened with our warehouse and delivery teams to make sure it doesn't happen again.

>

Can we schedule the pickup for [day]?"

Script 10: Return Request — Save the Sale

"I completely understand you want to return the [product]. Before we process that, can I ask what didn't work out? I want to make sure we get this right — whether that's with us or not.

>

*[If color/size issue]*: That's actually our #1 return reason, which is why we now offer free fabric swatches. Since this didn't work, I'd love to send you the right color option — on us. If the second one doesn't work, we'll refund both. Deal?

>

*[If comfort issue]*: That's important feedback. Different cushion firmness levels work for different people. We have a firmer/softer option in the same style. Want to try it? If it doesn't work, we'll pick up both and refund everything.

>

*[If they just don't want it]*: Understood. I'll process the return right now. You'll receive a full refund within 5 business days of pickup. I'll also send you a feedback survey — if you have 30 seconds, it really helps us improve."

Script 11: Warranty Claim

"Thank you for reaching out about the [issue]. Let me pull up your order...

>

Good news — you're fully covered under our [X-year] warranty. This type of issue is exactly what the warranty is for.

>

Here's what happens next:

1. I'm opening a warranty claim right now — your claim number is [number]

2. Our technician will contact you within 48 hours to schedule an assessment

3. If repairable, we'll fix it in your home. If not, we'll replace it

4. There's zero cost to you

>

Is there anything else I can help with today?"

Script 12: Pre-Delivery Confirmation Call

"Hi [Name], this is [Name] from [Brand]. I'm calling to confirm your delivery of the [product] tomorrow between [time window].

>

Quick questions to make sure everything goes smoothly:

1. Is there a clear path from your front door to the [room]? Any narrow hallways or tight turns we should know about?

2. Any stairs? Elevator? How many floors?

3. Is there parking available near your entrance?

4. Will you be home during the window, or should we coordinate with someone else?

5. Any gate codes or entry instructions?

>

Perfect. We'll send you a text when we're 30 minutes away. Looking forward to getting this set up for you!"

Script 13: Delivery Day — Arrival

"Hi [Name]! We're here with your [product]. Before we bring anything in, I want to walk through the plan with you.

1. We'll lay down floor protection from your door to the room

2. We'll unwrap everything and inspect it with you

3. We'll assemble and place everything exactly where you want it

4. We'll test all the mechanisms and make sure everything works

5. We'll clean up all packaging and debris

6. This should take about [time estimate]

>

Ready to get started?"

Script 14: Post-Delivery Follow-Up Text

"Hi [Name]! Your [product] is all set up in your [room]. We hope you love it! If anything isn't perfect — even the smallest thing — text me back right now and I'll fix it immediately. Otherwise, enjoy your new space! — [Name], [Brand]"

Script 15: LinkedIn Outreach to Interior Designer

**Subject**: Your [project type] work on [specific project]

>

Hi [Name],

>

I came across your [project type] project for [client/location] — the use of [specific design element] is exactly the kind of thoughtful detail that makes a space feel intentional.

>

I run a trade program for interior designers at [Brand]. We specialize in [your niche] and offer 20% trade pricing, free white-glove delivery, and a dedicated account manager for active partners.

>

No pitch — just wanted to introduce myself. If you're ever looking for a new furniture source, I'd be happy to send our trade catalog and sample kit. Completely free, no obligation.

>

Either way, keep creating beautiful spaces.

>

[Your name]

Script 16: Trade Show Follow-Up Email

**Subject**: Great meeting you at [Trade Show]

>

Hi [Name],

>

It was great meeting you at [Trade Show] yesterday. I loved hearing about your [project type] — the [specific detail] sounds like it's going to be stunning.

>

As promised, here's our trade catalog: [link]

And your exclusive trade application: [link] (mention code [CODE] for an extra 5% off your first order)

>

I'm also putting a fabric swatch kit in the mail for you today. You should have it by [day].

>

If you have any questions about our pieces, lead times, or trade program, just reply to this email or text me at [number].

>

Looking forward to working together,

[Your name]

Script 17: Hospitality Sales Cold Call

"Hi [Name], this is [Your name] from [Brand]. I know I'm calling out of the blue — I'll be brief.

>

We manufacture [product type] for hotels and restaurants. We've worked with [reference property or similar property type] and I noticed [their property] is [undergoing renovation/opening soon/updating].

>

I'd love to send you our hospitality catalog and a few material samples. No commitment — just thought it might be useful for your upcoming project.

>

Can I get your mailing address?"

Script 18: Designer Program Invitation

"Hi [Name], I'm [Your name] from [Brand]. We create [your niche] furniture and we've built a trade program specifically for interior designers.

>

Here's what designers in our program get:

- 20% off all orders

- Free white-glove delivery

- Free fabric swatches and sample pieces

- A dedicated account manager

- Priority access to new collections

- Commission on client direct purchases

>

We're selective about who we partner with — we want designers who care about quality as much as we do. Based on your portfolio, I think you'd be a great fit.

>

Can I send you our application? It takes about 3 minutes, and you'll have access to the trade portal within 24 hours."

Script 19: Designer Quarterly Check-In

"Hi [Name], it's [Your name] from [Brand]. Just calling to check in — how's everything going?

>

*[If they have active projects]*: What are you working on right now? Any furniture needs coming up? I want to make sure we have what you need in stock.

>

*[If they haven't ordered recently]*: No worries at all — I know projects ebb and flow. Anything on the horizon? Any new directions in your work I should know about?

>

Also, we just launched [new collection/product]. I think it might fit your aesthetic perfectly. Want me to send a sample?

>

Great talking to you. I'm always here if you need anything."

Template 1: Welcome Email (New Customer)

**Subject**: Welcome to [Brand] — your room transformation starts now

>

Hi [Name],

>

Welcome to the [Brand] family! We're so excited to help you create a space you love.

>

Here's what happens next:

- Your order is being prepared for white-glove delivery

- You'll receive a delivery confirmation within 48 hours

- We'll call you 3-5 days before delivery to confirm your window

>

While you wait, here are a few things that might help:

- [Link: Room Styling Guide]

- [Link: Care Instructions]

- [Link: Customer Photo Gallery for Inspiration]

>

Questions? Just reply to this email or call us at [number]. Real humans, real fast.

>

Talk soon,

[Founder name] + the [Brand] team

Template 2: Review Request

**Subject**: How's your new [product]? (Plus a thank-you gift)

>

Hi [Name],

>

It's been a week since your [product] arrived. How is everything? We genuinely want to know.

>

If you love it (or even if you don't), would you share your experience? Your review helps other customers choose with confidence.

>

[Button: Leave a Review]

>

As a thank you, every reviewer is entered into our monthly $500 giveaway. Plus, if you share a photo of your room, we'll send you a $50 credit.

>

Thank you for trusting us with your home,

[Name]

Template 3: Win-Back Email (Dormant Customer)

**Subject**: We miss you, [Name]

>

Hi [Name],

>

It's been a while since your last order, and we wanted to check in. How is your [previous product] holding up?

>

We've been busy since then — new collections, new fabrics, and some pieces I think you'd love based on your last purchase.

>

[Show 3-4 personalized product recommendations]

>

As a thank-you for being one of our early customers, here's $200 off your next order. No minimum, no expiration — just our way of saying we appreciate you.

>

[Button: Shop with $200 Credit]

>

If there's anything specific you're looking for, just reply. I'd love to help personally.

>

[Name]

Template 4: Referral Request

**Subject**: Give $200, Get $200

>

Hi [Name],

>

Your [product] looks amazing in your home (thanks again for the photo!).

>

Know anyone else furnishing their home? We'd love to help them too.

>

Here's the deal: when you refer a friend, they get $200 off their first order. And you get $200 credit when they buy.

>

No limit. Refer 5 friends, earn $1,000.

>

[Button: Refer a Friend]

>

Thanks for spreading the word,

[Name]

Script 20: Incoming Sales Call

"Thank you for calling [Brand], this is [Name]. How can I help you today?

>

*[They ask about a product]*: Great choice! I'd love to help you figure out if it's the right fit. Can I ask a few quick questions about your space?

>

*[Questions]*:

- What room is this for?

- Roughly what are the dimensions?

- What's your style — modern, traditional, something else?

- Who lives there? Kids? Pets?

- When do you need it?

- Have you bought furniture online before?

>

*[Present 2-3 options based on answers]*

*[Close with next step — order, swatch request, or consultation]*"

Script 21: Outbound Call — Abandoned Cart

"Hi [Name], this is [Name] from [Brand]. I noticed you were looking at our [product] earlier and I wanted to reach out personally.

>

I know buying furniture online can feel like a big decision. Is there a specific question I can answer? Sometimes a 2-minute conversation is all it takes.

>

*[Listen and address concern]*

>

Would it help if I sent you [fabric swatches / a room layout guide / our customer photo gallery]?"

Script 22: Post-Delivery Review Request (SMS)

"Hi [Name]! Your [product] was delivered today. We hope you love it! If everything looks great, would you mind leaving a quick review? It takes 2 minutes and helps other customers so much: [link] Thanks! — [Brand]"

Script 23: Photo Review Request

"Hi [Name]! It's been two weeks since your [product] arrived. We'd LOVE to see how it looks in your home. Share a photo and we'll send you a $50 credit + enter you in our $500 monthly giveaway. Upload here: [link]"

| Objection | Response |

|-----------|----------|

| "Too expensive" | Break down to cost per year/month. Compare to alternatives. Offer financing. |

| "Need to think about it" | Ask what specifically they're unsure about. Send social proof. Hold delivery slot. |

| "Found it cheaper" | Compare total cost (delivery, returns, warranty). Highlight differences. |

| "Can't visualize it" | Send customer photos. Offer AR. Send swatches. Free consultation. |

| "Worried about delivery" | Explain white-glove process. Share delivery reviews. Offer tracking. |

| "Don't know if it will fit" | Offer measurement guide. Virtual consultation. Free return if it doesn't fit. |

| "Not ready yet" | Offer to hold pricing. Add to nurture sequence. Check back in 30 days. |

| "Need to ask my partner" | Send info package for partner. Offer joint consultation. No pressure timeline. |

| "Worried about returns" | Explain 100-day trial. Free return pickup. No restocking fee. |

| "Never heard of you" | Share founding story. Show press features. Customer testimonials. Warranty. |

Clozo Academy Proprietary Curriculum | The Furniture E-commerce Growth System