Complete Sales Scripts

New Client Phone Call

"Good morning, [Clinic Name], this is [Your Name]. How may I help you and your pet today?"

[Client explains need]

"We would love to meet you and [Pet Name]. I have availability on [Date] at [Time] or [Date] at [Time]. Which works better for you?"

[After scheduling]

"We are so excited to meet you both. I will send you our new client form via email so you can complete it before your visit. Is [Pet Name] currently on any medications or have any health concerns I should note for the doctor?"

[Before ending]

"While I have you, many of our new clients choose to enroll in our wellness plan, which covers all preventive care for one monthly fee. I will have [Technician] explain how it works during your visit. We will see you on [Date] at [Time]."

Appointment Scheduling (Existing Client)

"Hi [Name], it is great to hear from you. I see [Pet Name] is due for [service]. I have [Day] at [Time] or [Day] at [Time]. Which works better?"

[If they need a specific service]

"For [service], I will need about [duration] minutes. Dr. [Name] is our [specialty] veterinarian and would be perfect for [Pet Name]. Does [Time] on [Day] work?"

Appointment Confirmation Call

"Hi [Name], this is [Your Name] from [Clinic Name]. I am calling to confirm [Pet Name]'s appointment tomorrow at [Time]. Please remember to bring [any needed items]. If you need to reschedule, please call us at [Number]. We look forward to seeing you both tomorrow."

Standard Check-In

"Hi [Name] and [Pet Name]. Welcome back. I see [Pet Name] is here for [service]. While we get you checked in, did you need any refills on [Pet Name]'s medications? And I noticed [Pet Name] is not on our wellness plan yet. Would you like me to have [Technician] explain how it works while you are here?"

New Client Check-In

"Welcome to [Clinic Name], [Name]. We are thrilled to have you and [Pet Name] join our family. I have your new client paperwork here. While you complete anything remaining, can I get you some water or coffee? [Technician] will be out shortly to take you to the exam room."

Standard Checkout with Product Recommendation

"[Name], everything went great with [Pet Name] today. Dr. [Name] has recommended [follow-up]. I have you scheduled for [Date]. While you are here, [Pet Name] is also due for [preventive]. Would you like to take care of that today? And I wanted to mention our auto-ship program for [Pet Name]'s preventives. It ships directly to your door so you never run out."

[Process payment]

"Your total today is [Amount]. Would you like to leave a review of your visit? It really helps other pet owners find us. I can send you a link by text right now."

Wellness Plan Enrollment at Checkout

"[Name], since [Pet Name] needs [services discussed], I wanted to show you something. Our [Tier Name] wellness plan covers everything Dr. [Name] recommended today for [Monthly Price] per month. That includes [list key inclusions]. Without the plan, today's services would be [Amount], and you would still need [future services]. The plan pays for itself and gives you peace of mind. Can I get you enrolled today?"

New Puppy/Kitten Enrollment

**"Congratulations on your new [puppy/kitten]! Over the next year, [Pet Name] is going to need quite a bit of preventive care. Let me walk you through what the first year looks like and how we can make it simple and affordable.

Between now and 6 months, [Pet Name] will need 3-4 exams, a full vaccine series, parasite testing, prevention medication, and eventually spay/neuter surgery. If you paid for each of these individually, it would total around $1,400-1,800.

Our Complete Wellness Plan covers all of that preventive care for $69 per month. That includes every vaccine, every exam, all the parasite testing, 12 months of flea, tick, and heartworm prevention, and even the spay/neuter procedure. Plus you get 15% off anything else [Pet Name] needs.

The plan spreads the cost across the year so there are no surprise bills. And it ensures nothing gets missed. Would you like me to have [CSR] get you enrolled before you leave today?"**

Adult Pet Conversion

**"Based on [Pet Name]'s exam today, I would recommend updating vaccines, running annual bloodwork and a urinalysis, and scheduling a dental cleaning. If we do all of this, it would total about $850-1,100.

I want to share something that could save you money and make sure [Pet Name] gets everything needed. Our Complete Wellness Plan is $75 per month and includes the exam, vaccines, bloodwork, urinalysis, and the dental cleaning. Plus 15% off anything else.

Since you are already planning to do most of what is included, the plan essentially pays for itself and gives you the peace of mind that [Pet Name] is covered all year. Should we get you set up today?"**

Senior Pet Enrollment

**"[Name], [Pet Name] is officially a senior now, which means [his/her] health needs are changing. Just like people, older pets need more frequent checkups and early detection testing to catch problems before they become serious.

Our Senior Complete plan covers everything [Pet Name] needs for $129 per month. That includes two comprehensive exams per year, twice-yearly bloodwork, urinalysis, blood pressure checks, and chest X-rays to monitor heart and lung health.

The plan pays for itself with just the included services, and the 20% discount on anything else [Pet Name] needs adds up quickly. Most importantly, it helps us catch problems like kidney disease, thyroid issues, and diabetes early, when treatment is most effective.

Would you like to enroll [Pet Name] in the Senior Complete plan today?"**

Fear-Free Conversation

**"I can see that [Pet Name] is a little nervous today. We are a Fear Free certified practice, which means everything we do is designed to reduce stress and anxiety for our patients.

Our wellness plans actually support this because they include more frequent visits. When pets visit us regularly from a young age, or when anxious pets have positive, low-stress experiences here, they become much more comfortable over time.

The plan includes all of [Pet Name]'s preventive care with consistent handling protocols, so every visit reinforces that the vet is a safe place."**

Objection Handling

Objection: "I can't afford a monthly payment."

"I completely understand. Let me ask this: if [Pet Name] needed unexpected care tomorrow, would a $500-800 bill be easier or harder than a predictable monthly amount? The plan actually makes budgeting easier because you know exactly what you are spending on preventive care each month."

Objection: "What if I want to cancel?"

"The plan is a 12-month commitment because it includes services delivered throughout the year. If you move or circumstances change, we have policies to handle that fairly. But most of our members stay year after year because they see the value in consistent preventive care."

Objection: "My pet is healthy and doesn't need to come in that often."

"That is wonderful that [Pet Name] seems healthy! The challenge is that pets are experts at hiding illness. By the time symptoms are obvious, conditions are often advanced. The twice-yearly exams in our plan catch problems early, when treatment is simpler and less expensive. Prevention is always less costly than treatment."

Diagnostic Recommendation (Good-Better-Best)

**"Based on [Pet Name]'s symptoms, I recommend diagnostic testing to determine what is causing the [condition]. There are three levels of testing we can pursue.

The Good option gives us basic information through bloodwork and a fecal test. It is $320.

The Better option, which I recommend for most patients, adds a urinalysis and abdominal X-rays. This gives us a much more complete picture and helps us rule out several serious conditions. It is $650.

The Best option includes an abdominal ultrasound and specialized testing. This is what I would choose if cost were not a factor because it gives us the most complete diagnostic information.

My recommendation for [Pet Name] is the Better panel. It provides the right balance of information and value. Does that work for you?"**

Dental Care Recommendation

**"[Name], I want to talk about [Pet Name]'s dental health. [He/She] has significant tartar buildup and some gingivitis, which is Stage 2 dental disease. Left untreated, this progresses to pain, infection, and can affect [his/her] heart and kidneys.

The good news is we can fix this. Our Comprehensive Dental Package includes everything [Pet Name] needs: anesthesia, full-mouth dental X-rays, cleaning, and if any teeth need to come out, simple extractions are included. The package is $850.

The X-rays are especially important because 60% of dental disease is hidden below the gumline where we cannot see it without imaging. Once we have the X-rays, we will know exactly what [Pet Name] needs and call you before doing anything beyond the package.

I would like to schedule this within the next 2 weeks. What day works best for you?"**

Surgical Estimate Presentation (Three-Tier)

**"[Name], we need to schedule [Pet Name] for [procedure]. I want to walk you through three options so you can make the best decision for [Pet Name] and your family.

The Essential option includes everything medically necessary for a safe surgery. It is $850.

What I recommend for most of my patients is the Recommended package at $1,200. This adds comprehensive bloodwork, IV fluids during surgery, advanced monitoring, and additional pain management. These enhancements significantly reduce surgical risk and improve recovery. If this were my own pet, this is the option I would choose.

If [Pet Name] has any additional risk factors or you want the maximum level of care, the Comprehensive package at $1,650 includes everything plus overnight monitoring and advanced diagnostics.

Which option feels right for [Pet Name]?"**

Chronic Disease Management

**"[Name], [Pet Name]'s [condition] is manageable, but it requires consistent monitoring. I recommend our chronic care protocol, which includes [specific services] every [timeframe].

The key is consistency. Pets whose owners stay on schedule with monitoring have significantly better outcomes than those with sporadic care. Our wellness plan includes [relevant services] and discounts on the rest, which makes staying on schedule easier financially.

Let me show you the monitoring plan and get the next few appointments scheduled."**

Preventive Care Recommendation

"[Name], I see [Pet Name] is due for [vaccine] this month. While you are here, we can take care of that so you don't need to make another trip. Is that okay?"

Diagnostic Reinforcement

"Dr. [Name] recommended the [panel name] for [Pet Name]. This panel checks [Pet Name]'s [organs/functions tested]. In pets [Pet Name]'s age, we often catch problems in these areas before symptoms appear. The test takes about [time], and Dr. [Name] will go over the results with you before you leave. It really gives us the complete picture."

Product Recommendation

"I noticed [Pet Name] is running low on heartworm prevention. Dr. [Name] wants to keep [him/her] on it year-round. We have [product] in stock. Would you like a 6-month or 12-month supply? And have you thought about our auto-ship program? It ships automatically so you never miss a dose."

Supplement Recommendation

**"As [Pet Name] gets older, joint support becomes really important. I recommend starting a glucosamine supplement now. The research shows that starting before arthritis symptoms are obvious provides better long-term protection than waiting until [he/she] is already painful.

We carry [Product] here, which is the brand I trust most because it has the most clinical research behind it. It is [Price] for a [supply duration]. Most of our clients on joint supplements tell us they notice their pets moving more comfortably within 4-6 weeks."**

Prescription Diet Recommendation

**"Based on [Pet Name]'s bloodwork showing [condition], I recommend starting a [diet type] diet. This isn't just a different food. It's formulated with [specific ingredients/nutrients] that have been clinically proven to [medical benefit].

Studies show that [pets] started on [diet] early in [condition] live an average of [timeframe] longer than those kept on regular food. We can start with a small bag to make sure [Pet Name] likes it, and then I recommend enrolling in our auto-ship program so you never run out."**

Recheck Scheduling

"Dr. [Name] wants to recheck [Pet Name]'s [condition] in [timeframe]. I have [Day] at [Time] or [Day] at [Time]. Which works better?"

Price Anchoring

"If [Pet Name] develops a dental abscess or needs extractions without us catching it early, emergency dental surgery can cost $2,000-4,000. Our comprehensive dental package, which includes full-mouth X-rays, cleaning, and any simple extractions, is $650. This prevents the emergencies that cost thousands."

Cost as Investment Reframe

"Investing in this diagnostic panel now gives us a complete picture of [Pet Name]'s health and could save significant costs by catching problems early."

Per-Day Cost Anchor

"The wellness plan is $69 per month, which works out to about $2.25 per day. That's less than a cup of coffee to ensure [Pet Name] gets comprehensive preventive care all year."

At Checkout (After Positive Visit)

"[Name], I am so glad [Pet Name]'s visit went well today. If you have friends or family with pets who might benefit from our care, we would love to meet them. When you refer someone, you both get $50 in account credits. I'll include a referral card in your checkout materials today."

Follow-Up Call

**"Hi [Name], this is [Team Member] from [Clinic]. I wanted to check how [Pet Name] is doing after yesterday's visit. Any questions about the medications or instructions Dr. [Name] provided?

[After addressing questions]

By the way, if you know anyone looking for a veterinarian, we are always happy to meet new pets and their families. We have a referral program where you both get $50 in account credits. Just have them mention your name when they call."**

Declined Care Follow-Up (Phone)

**"This is [Name] from [Clinic]. Dr. [Name] asked me to follow up on the [service] we discussed for [Pet Name] at [his/her] recent visit. I know it can be a lot to take in during an appointment.

I wanted to check if you had any questions about the recommendation or if there is anything I can clarify. We can also discuss payment options if that would be helpful.

[Address specific concern if known]

Would you like me to get that scheduled for [Pet Name]?"**

Wellness Plan Lapse Follow-Up

**"Hi [Name], I noticed [Pet Name]'s wellness plan [expired/will expire] on [date]. I wanted to reach out because [Pet Name] still has [unused benefits] remaining on the current plan year, and [he/she] is due for [upcoming services].

Renewing the plan ensures [Pet Name] stays on track with preventive care and you continue to receive your member discounts. Can I get you renewed today?"**

Discussing Cost Concerns

**"I can see that [Name] is worried about the investment. I want you to know that I only recommend what [Pet Name] genuinely needs. Let me show you exactly what each part of this plan addresses and why it matters for [Pet Name]'s health.

[Explain each component]

If the full plan is more than you can manage right now, let's talk about what we can do today and what we can phase in over the next few weeks. The most important thing is that we start somewhere."**

Euthanasia Discussion

**"[Name], I know this is incredibly difficult. My job is to help you understand [Pet Name]'s condition and support whatever decision you make. Right now, [Pet Name] is [describe condition and quality of life].

There is no right or wrong timeline for this decision. What matters is that [Pet Name]'s remaining time is comfortable and that you feel at peace with whatever you choose. I am here to answer any questions and support you both."**

Client Complaint Response

**"[Name], I am so sorry that your experience did not meet the standard you deserve and that we strive for. Your feedback is important to me, and I want to understand exactly what happened so we can make it right.

[Listen actively]

Thank you for telling me. Here is what I am going to do to address this: [specific actions]. I also want to [make it right/comp offer].

Is there anything else I can do to restore your trust in us?"**

Discussing Obesity

**"[Name], I want to talk about [Pet Name]'s weight. [He/She] is currently at a body condition score of [number], which is above the ideal range. This isn't about appearance. Excess weight in pets leads to diabetes, joint disease, heart problems, and a shorter lifespan.

The good news is that we can fix this together. I recommend our weight management program, which includes a nutritional plan, exercise recommendations, and monthly weigh-ins. Most pets lose 1-2% of their body weight per month on the program, which is a safe, sustainable rate.

Let's start with a metabolic diet and a target weight. I will have [Technician] go over the feeding plan with you."**

The Veterinary Practice Growth System | Clozo Academy Proprietary Curriculum