Incoming Call to Main Number

Greeting:Good morning, Covenant Crossing at Brethren

Village this is ___ how may I help you?

Acknowledge the Caller & Get Name: Great, I can help you with that; again, my name

is ___, and your name sir/mam?

Ask For Phone Number: Nice talking to you today, Mr/Mrs/Ms___, Before I connect you with one of our Counselors, I would

like to get your contact information and ask a few questions. Justin case we were to get disconnected for any reason, I’d like to

have your phone number so I could call you back. Your number?

How Did You Hear About Us: So, how you heard about Covenant Crossing,

Mr./Mrs./Ms. ___?

Note caller’s question. It may be something that you may answer, it might be something that I want a Counselor answering. If it is something that the

Counselor is going to answer, they will need to know the caller’s question when you transfer them!

Current Home Location: Do you currentlylive in the area now? What is your address? (NOTE:if they say that they heard about us above by receiving a

letter/mail piece, we have their address!)

If they say they heard about CC from

a Newspaper ad: What day did you see ourad, Mr/Mrs/Ms__? (If NOT Sunday: ) Was it the

morning or evening paper?

It is imperative that we know how they heard about us. We track our

Ad $$ and we MUST know this!

Incoming Call to Main Number

Transfer Caller to the “up” Counselor: Mr/Mrs/Ms __, at this point,I would like to transfer you to ___, who isone of our Senior Living Counselors. Will

you please hold for just a moment while I complete the transfer?

Potential Questions to beprepared for (that you

MAY answer):

Q--When will the community open? A—The community is in

development and it is anticipated that it willopen up for initial occupancy in late 2009.

You’re keeping track of who’s next to get A lead & transferring the caller that

person. If that Counselor is not in, then Keep track of that & make it up

When they are in.

Q—Caller is asking about theseminar; day, time, directions,

registration, etc. A—Givewhatever is/are the appropriate

answer(s)

You’re answering this question When no Counselor is available—

we’re all on a call & you’ve got another one on the

line at the same time…

Make Sure They Are Registered:No problem, Mr/Mrs/Ms ___. I’m glad

that you’re interested in moreinformation about the seminar on___.

Have you already registered for it?(if “yes” answer the day, time, Direc,

Ques. If “no” then get them signed up.

You’ll get a LOT of these—theyJust need follow-up info, but be SURE they’re registered first!! If they have a lot of questions otherthan where & when, they should

talk to their Counselor

Caller Asks For Details:

No problem Mr/Mrs/Ms __. I’m gladthat you’re interested in more

Information about the seminar. Onemoment & I will transfer you to ___,

one of our SLCs who can provide you with that answer.