Complete Sales Scripts

Script 1.1: New Grooming Client Inquiry

Opening:

"Thank you for calling [Business Name], this is [Your Name]. How can I help you and your pup today?"

Discovery:

"I'd love to learn more about your dog so I can recommend the perfect service. What's your dog's name? ... And what breed is [Name]? ... How old is [he/she]? ... What brings you in today — is it a regular maintenance groom or something specific? ... Have you been to a professional groomer before? ... What was that experience like? ... Is there anything specific you're looking for in a grooming experience? ... How did you hear about us?"

Recommendation:

"Based on what you've told me about [Dog's Name], I'd recommend our Signature Groom. Here's why: for a [breed] with [his/her] coat type, the deep conditioning treatment we include makes a huge difference in coat health. Most of our [breed] clients choose this option. It includes a premium shampoo, deep conditioning, nail grinding, ear cleaning, and teeth brushing — and it's $[price] for a [size] [breed]."

Close:

"I have availability on [Day] at [Time] or [Day] at [Time]. Which works better for you?"

Objection — Price:

"I completely understand. Our pricing reflects the premium products we use and the time we spend with each dog. Many of our clients tried less expensive options first and found the difference in their dog's coat quality and stress level was worth it. We also have our Essential package at $[price] if you'd like to start there and see the difference for yourself. Would that work?"

Script 1.2: New Daycare Client Inquiry

Opening:

"Thank you for calling [Business Name], this is [Your Name]. How can I help you and your pup today?"

Discovery:

"I'd love to tell you about our daycare program. First, what's your dog's name? ... What breed is [Name]? ... How old is [he/she]? ... How many days per week are you looking for daycare? ... What does [Dog's Name]'s current weekday routine look like? ... Has [he/she] been to daycare or dog parks before? ... How does [he/she] do around other dogs? ... Are there any behavioral concerns or special needs I should know about?"

Recommendation:

"Based on what you've shared, I'd recommend starting with a trial day. It's $[price] and includes a full temperament assessment, group play if appropriate, rest time, and a detailed report card so you know exactly how [he/she] did. If [he/she] loves it — and most dogs do — we can talk about a package or membership that fits your schedule."

Close:

"I can get [Dog's Name] in for a trial day this [Day] or [Day]. Which works better? We'll also need proof of vaccinations — rabies, distemper, and bordetella. Do you have those handy?"

Objection — Cost:

"Daycare is definitely an investment. Here's how most of our clients think about it: a dog walker typically costs $20-$25 per 30-minute visit. For a full day of supervised play, socialization, and care, our rate works out to about $[hourly]/hour. Plus, many clients find their dogs are so tired and happy when they get home that evening behavior issues completely disappear. Would you like to try just one day and see how it goes?"

Script 1.3: Veterinary Referral Call

Opening:

"Hi, this is [Name] from [Business Name]. Dr. [Name] at [Clinic] recommended that I give you a call — they mentioned your [breed] might be due for a grooming appointment. First, how is [Dog's Name] doing?"

Transition:

"We're a veterinary-recommended grooming facility, which means we perform a health assessment with every groom and communicate back to your vet if we notice anything. Dr. [Name] trusts us with their patients because we take that health component seriously. Would you like me to tell you about our services?"

Close:

"I have availability this week on [Day] or next week on [Day]. Dr. [Name]'s patients typically book our Signature Groom. Should I reserve a spot for [Dog's Name]?"

Script 2.1: New Client Grooming Consultation

Greeting:

"[Dog's Name]! It's so nice to meet you both! Come on in."

Physical Assessment (narrated):

"I'm just going to do a quick assessment of [Dog's Name]'s coat and skin so I can recommend the best service. I'm checking for matting, skin condition, coat texture, and any areas that might need special attention. [Narrate findings.] Based on what I'm seeing, [Dog's Name] would really benefit from our deep conditioning treatment — [his/her] coat is a bit dry, which is common for [breeds] this time of year."

Service Recommendation:

"For a first visit, I recommend our Signature Groom at $[price]. It includes everything in the Essential plus the deep conditioning, nail grinding instead of just clipping, and teeth brushing. The conditioning alone will make [his/her] coat feel completely different. Does that sound good?"

Add-On Offer:

"I also noticed [his/her] ears have some buildup. For $[price], I can do a thorough ear cleaning while [he/she] is here. It's a good preventive treatment, especially for [breeds]. Should I add that?"

Close:

"Perfect! We'll have [Dog's Name] ready by [time]. I'll send you a photo update during the groom so you can see how [he/she] is doing. And before you go — should we get your next appointment on the calendar? Most [breeds] need to come back every [X] weeks."

Script 2.2: Daycare Trial Day Drop-Off

Greeting:

"Good morning! You must be [Dog's Name]! We've been looking forward to meeting you."

Intake Conversation:

"I'm going to ask a few quick questions to make sure [Dog's Name] has the best day possible. How did [he/she] sleep last night? ... Any changes in appetite or energy? ... How does [he/she] typically play with other dogs? ... Any triggers or fears I should know about? ... What's [his/her] favorite toy or game? ... If [he/she] gets overwhelmed, what calms [him/her] down? ... Emergency contact number?"

Setting Expectations:

"Here's what today will look like: We'll start with a one-on-one assessment in our small play area. If [Dog's Name] is comfortable, we'll gradually introduce [him/her] to a small group of dogs with similar play styles. There are two structured rest periods during the day. I'll send you a photo and update around noon. You'll get a full report card at pickup. Any questions?"

Close:

"[Dog's Name] is going to have a great day. Pickup is anytime before [time]. If anything comes up, I'll text you immediately. Otherwise, expect your noon update!"

Script 3.1: Casual to Regular (After 3rd Visit)

Context: Client has visited 3 times as a drop-in

Script:

"[Name], I noticed [Dog's Name] has been here three times this month. You must be loving how tired and happy [he/she] is at the end of the day! At this rate, you're spending about $[amount] per month on daycare. I wanted to mention — our 10-Day Pass would save you $[savings] this month, and it's valid for 60 days. Or if you think you'll keep coming regularly, our Unlimited Membership at $[price]/month would actually cost less than what you're paying now AND includes priority booking and a monthly spa treatment. Would you like me to show you the numbers?"

Script 3.2: Regular to Member (After 2nd Package)

Context: Client has bought second 10-day pass

Script:

"[Name], you've been using our 10-Day passes consistently — that's awesome! [Dog's Name] is such a joy to have here. I was doing some math, and at your current rate of [X] days per week, our Unlimited Membership at $[price]/month would actually save you $[savings] per month. Plus, as a member, you get priority booking, complimentary late pickup, a monthly spa treatment, and a $25 add-on credit every month. Most of our members say the convenience alone is worth it — no more thinking about whether to book, just drop off. Should I walk you through how it works?"

Script 3.3: Grooming Client Adds Daycare

Context: Client mentions work schedule or dog being home alone

Script:

"Since [Dog's Name] is already here for grooming, have you ever considered daycare? I know a lot of our grooming clients use us for both — it saves them a separate trip, and [Dog's Name] already knows the facility and the staff. If you're ever leaving [him/her] home alone during the day, even a couple of days a week makes a huge difference in [his/her] energy and behavior. We actually have a hybrid membership that includes both grooming AND unlimited daycare. It might be more affordable than you think. Want me to calculate it for you?"

Script 3.4: Price Objection to Membership

Context: Client says "That's a lot per month"

Script:

"I completely understand — $[price] is a real investment. Let me break it down for you: right now you're spending about $[current spend] per month on [current services]. The membership is $[membership price]. So the difference is only about $[difference] per month — that's less than $[daily amount] per day. For that, you get unlimited [service], priority booking so you never have to worry about availability, a monthly spa treatment, and the peace of mind knowing [Dog's Name] is in the best hands every single day. Most of our members tell us the stress relief alone is worth the difference. What do you think?"

Script 3.5: The Annual Commitment Close

Context: Client is interested but hesitant

Script:

"Here's what I recommend: try the monthly plan for our 3-month minimum. That's our commitment period. If after 3 months you don't feel like it's saving you money and giving [Dog's Name] better care, you can go back to paying per visit — no hard feelings, no penalties. But I think you're going to love it. In fact, our member retention rate is over 90%, so most people who try it stay. Can I sign you up today?"

Script 4.1: Check-In Add-On (Visual Assessment)

Script:

"For today's groom, I'll be using our premium oatmeal shampoo. I noticed [Dog's Name]'s coat looks a bit dry on the back — that's really common for [breeds] this time of year. Would you like me to add the Deep Conditioning Treatment? It's $[price] and really helps restore moisture. Should I add that?"

Script 4.2: Mid-Service Discovery (Text Update)

Script:

"Hi [Name]! Just wanted to update you on [Dog's Name]. The bath went great — [he/she] loved the warm water! While I was drying, I noticed [his/her] ears have quite a bit of wax buildup. It's not infected, but a good cleaning now would prevent issues down the road. Should I add an ear cleaning for $[price]? I can have it done in about 5 minutes."

Script 4.3: During Brushing (Retail + Service)

Script:

"I love working with [breeds] — [Dog's Name]'s coat is so beautiful when it's maintained properly. Are you doing much brushing at home between grooms? ... That's great. You might want to try this slicker brush — it makes a huge difference for [coat type] and takes about 5 minutes a few times a week. We sell them here for $[price], and I can show you exactly how to use it. Want me to grab one?"

Script 4.4: Pre-Finish Upgrade

Script:

"The groom looks amazing! [Dog's Name] is going to turn heads at the dog park. For the finishing touch, I can add one of our premium scents — we have lavender, coconut, or cucumber-melon. They last about a week and smell incredible. It's just $[price]. Which sounds good?"

Script 4.5: Checkout Membership + Rebooking

Script:

"[Dog's Name] looks fantastic! [He/she] was such a good [boy/girl] today. For a [breed], I'd recommend the next groom in about [X] weeks. Should I get that on the calendar now? ... Great. Also — this was [his/her] third visit with us. Have I told you about our membership? At your current frequency, it would save you about $[savings] per month AND you'd get [benefits]. Should I quickly show you how it works?"

Script 5.1: "That's Too Expensive"

"I completely understand — pet care is a significant investment. When you compare our service to others, is it the total price or what you get for the price that concerns you? [Listen.] Our Signature Groom includes premium shampoo, deep conditioning, nail grinding, and teeth brushing — services that cost $30-$40 as add-ons elsewhere. When you factor that in, many clients find we're actually a better value. Plus, we include the 7-point health assessment and photo updates at no charge. Would you like to try our Essential package first and see the difference?"

Script 5.2: "My Dog Is Too Anxious"

"Thank you for telling me — that's exactly the kind of information that helps us take the best care of [Dog's Name]. We specialize in anxious dogs. Here's what we do differently: we start with a desensitization visit — just a bath and brush, no clippers or loud dryers — to build trust. We use calming pheromone diffusers in our grooming area. We take breaks if [he/she] gets stressed. And we'll never force [him/her] into anything scary. Many of our most anxious clients started with just a bath, and now they walk in wagging their tails. Would you like to try that approach?"

Script 5.3: "I Can Groom My Dog at Home"

"That's great that you take such good care of [Dog's Name]! Many of our clients do maintenance at home. Where professional grooming really makes a difference is in the areas that are difficult and potentially dangerous at home — the sanitary trim, nail grinding, ear cleaning, and the thorough coat inspection. We also have the high-velocity dryers that remove loose undercoat that home dryers can't touch. Most of our clients who groom at home still come to us every 6-8 weeks for the 'heavy lifting' and do brushing between visits. It's the best of both worlds. Would that work for you?"

Script 5.4: "I Need to Check With My Spouse"

"Absolutely — choosing a groomer or daycare is a decision for the whole family. Let me email you our full service menu and membership details right now so you have everything to review together. And I'll hold this appointment time and the [promotional offer] until [specific date, 48 hours out]. Is there anything specific your partner typically wants to know about that I can include in the email?"

Script 5.5: "I Had a Bad Experience at Another Groomer"

"I'm so sorry to hear that. As a pet owner myself, I know how upsetting that is. Would you mind sharing what happened? I want to make sure we address any specific concerns. [Listen.] Here's exactly what we do differently: [specific protocols]. And here's our satisfaction guarantee: [policy]. We'd love the chance to restore your confidence. Would you be open to starting with just a bath and brush — no clippers — so [Dog's Name] can get comfortable with us first?"

Script 5.6: "You're Farther Away Than [Competitor]"

"I know the extra drive is a consideration. Many of our clients pass 2-3 closer places to come here because of the specific care we provide. Here's what I mean: [differentiator]. And once you're a member, we offer pickup and drop-off service that completely eliminates the drive for you. Would a trial visit help you decide if the extra distance is worth it?"

Script 6.1: Rebooking at Checkout

Grooming:

"[Dog's Name] looks fantastic! For a [breed], we recommend coming back every [X] weeks to maintain this cut and keep the coat healthy. I have [Day] at [Time] or [Day] at [Time] available in [X] weeks. Which works better?"

If hesitant:

"No problem if you're not sure of your schedule. I can put a tentative hold on [Day] — I'll text you a reminder a few days before, and you can confirm or reschedule then. Sound good?"

Script 6.2: Membership Churn Save

"Hi [Name], this is [Your Name] from [Business Name]. I saw your membership cancellation request come through, and before I process it, I just wanted to check in personally. Is everything okay with [Dog's Name]? [Listen to reason.] I completely understand. Instead of canceling, what if we [specific alternative — downgrade, pause, adjust schedule]? That way you keep your rate and your benefits, but it works better for your current situation. If after [timeframe] it still doesn't work, we'll cancel with no questions asked. Fair?"

Script 6.3: Lost Client Reactivation (Phone)

"Hi [Name], it's [Your Name] from [Business Name]. I was looking through our records and saw that [Dog's Name] hasn't been in for a while. I just wanted to check in — is everything okay? [Pause.] We really valued having you as part of our family. If there was anything about your last visit that didn't work for you, I'd really appreciate the feedback. And I'd like to offer you [specific offer] on your next visit as a welcome back. Should I find a time that works for you?"

Script 6.4: Review Request

At checkout (when client is smiling):

"[Name], I'm so glad you love how [Dog's Name] turned out! If you have 30 seconds, would you mind leaving us a quick review on Google? It means the world to small businesses like ours. I can send you the link right now!"

Text (24 hours later):

"Hi [Name]! It's [Your Name] from [Business Name]. So glad [Dog's Name] had a great visit with us! If you have a moment, we'd love your feedback: [link]. Thank you so much!"

Script 6.5: Referral Request

At checkout (to happy client):

"[Name], it's always such a pleasure having [Dog's Name] here. If you have friends or neighbors with dogs who might love us too, we have a great referral program — you both get $25 credit when they book their first appointment. Here's a referral card with your code on it. Feel free to pass it along!"

Template 7.1: New Client Welcome Email

Subject: Welcome to [Business Name]! Here's everything you need to know

Hi [Name],

We're so excited to meet [Dog's Name] on [Date]! Here's what to bring and what to expect:

WHAT TO BRING:

WHAT TO EXPECT:

OUR ADDRESS: [Address]

PARKING: [Instructions]

If you have any questions before your visit, just reply to this email or call us at [Phone].

Can't wait to meet you both!

[Your Name]

[Business Name]

Template 7.2: Post-Appointment Follow-Up Text

"Hi [Name]! It's [Your Name] from [Business Name]. Just checking in — how is [Dog's Name] doing after [his/her] [service]? Any questions or concerns? We're here if you need anything!"

Template 7.3: Membership Invitation Email

Subject: [Name], you've visited 3 times — have you seen this?

Hi [Name],

[Dog's Name] has been in to see us three times now, and we absolutely love having [him/her]!

I wanted to personally reach out because I think our membership would be perfect for you. At your current visit frequency, you'd save $[amount] per month AND get these extra benefits:

Most of our members tell us the convenience and savings completely transformed their routine.

Want to chat about it? Just reply to this email or call me directly at [Phone].

[Your Name]

[Business Name]

Template 7.4: Win-Back Email (60 Days)

Subject: We miss [Dog's Name], [Name]

Hi [Name],

It's been a couple of months since [Dog's Name]'s last visit, and we've been thinking about you both!

To welcome you back, we'd like to offer [Dog's Name] a complimentary [add-on — deep conditioning, teeth brushing, Blueberry Facial] with [his/her] next [service]. No strings attached — we just miss seeing [him/her].

Book at [link] or call us at [Phone]. This offer expires [Date].

Hope to see you both soon!

[Your Name]

[Business Name]

Script 8.1: Spring Shedding Season

"[Name], it's shedding season, and I can tell [Dog's Name] is losing [his/her] winter coat! Our De-Shedding Treatment removes up to 80% of loose undercoat and keeps your home cleaner for 2-3 weeks. It's $[price] and takes about 20 minutes. Should I add it to today's service?"

Script 8.2: Holiday Booking Push

"Hi [Name]! I wanted to give you a heads-up — our holiday grooming slots fill up 3 weeks in advance. If you want [Dog's Name] looking perfect for [Thanksgiving/Christmas/New Year's], I recommend booking now. Should I reserve your usual spot?"

Script 8.3: Summer Cool-Down

"[Name], with this heat, we've been recommending our Cool Coat trim for [breeds]. It's shorter than a standard cut but still protects [his/her] skin from sunburn. Plus, our Aromatherapy Cooling Wrap after the bath really helps. Should I book [Dog's Name] for our Summer Spa Package?"

Script 9.1: Service Complaint

"[Name], thank you for telling me. I'm really sorry we didn't meet your expectations — that's not the experience we want for you or [Dog's Name]. Can you help me understand exactly what happened so I can make it right? [Listen.] Here's what I'm going to do: [specific solution]. And for the inconvenience, I'd like to offer [compensation]. Will that work?"

Script 9.2: Injury or Incident

"[Name], I need to tell you something that happened with [Dog's Name] today. [Describe incident honestly and completely.] I want you to know that [Dog's Name] is [current status — okay, being monitored, etc.]. Here's exactly what we did: [actions taken]. Our next step is [plan]. I'm going to follow up with you [timeline]. Is there anything else you'd like me to do right now?"

Script 10.1: Morning Huddle

"Good morning, team! How is everyone feeling today? [Check-in.] Our focus today is [one word or phrase]. We have [X] grooms scheduled and [X] daycare dogs. Any special needs dogs today? [Review.] One thing we want to accomplish: [goal]. And a shout-out from yesterday: [recognition]. Let's make it a great day!"

Script 10.2: Add-On Coaching

"[Staff Name], I noticed your add-on attachment was [X]% yesterday. Let's practice. I'm a client dropping off my [breed]. What do you notice about the dog's coat? ... Good. Now how would you recommend the conditioning treatment? ... Great start. Try leading with the benefit, not the feature. Say 'I noticed the coat is dry — the conditioning will make it much softer' instead of 'Do you want conditioner?' Let's try again."

Clozo Academy Proprietary Curriculum — The Pet Care Growth System

Practice these scripts daily. Adapt the language to your personal style while keeping the structure intact. The scripts that sound most natural generate the highest conversion rates.